Ops Department Manager, Commercial Payments Servicing

Location:

Job Summary
This role leads a team of Analysts and Specialists who support Commercial Payments and Digital Banking servicing functions responsible for delivering operational support to commercial clients and internal partners. The manager is responsible for balancing client experience, operational efficiency, risk management, and employee development while driving continuous improvement.

Essential Functions

• Monitor and manage day-to-day operational performance metrics, quality results, risk indicators, and client service outcomes while developing action plans to address gaps.
• Hire, mentor, and lead an inclusive, high-performing team across multiple sites; including meeting in-person with teams as needed.
• Lead change initiatives and support team members onsite through transitions.
• Design, implement, and test controls to ensure compliance with regulations and internal policies.
• Serve as a business leader on strategic projects or continuous improvement initiatives.
• Drive talent acquisition, performance management, workforce planning, employee engagement, and succession planning to support business objectives.
• Develop and maintain expertise in assigned products, operational processes, client servicing models, and industry regulations to effectively lead teams and support business objectives.
• Build and maintain strong relationships with internal and external partners/vendors; including in-person meetings as needed.
• Lead interactions with regulators and auditors to ensure that the department has a strong control environment related to compliance and risk.
• Supports the delivery of exceptional client experiences while balancing operational efficiency, risk management, and regulatory requirements.
• Identifies opportunities to leverage automation, digital capabilities, and emerging technologies to improve operational effectiveness and client outcomes.
• Performs additional duties, responsibilities and/or activities as assigned.
• Comply with all KeyBank policies and procedures; including without limitation, always acting professionally, conducting business ethically, avoiding conflicts of interest, and acting in the best interests of Key’s clients and Key.

Education

• Bachelor’s degree in business or related field, or equivalent experience (preferred)

Work Experience

• 3+ years of proven experience in leadership (required)
• Financial services or regulated industry experience (required)
• Familiarity with regulatory compliance, risk management, and financial performance oversight (preferred)
• Experience with KeyNavigator and Digital Banking platforms(preferred)

Skills

• Leads, develops, and inspires diverse teams through coaching, performance management, succession planning, and employee engagement initiatives.
• Promotes a proactive approach to identifying, assessing, and managing risks while encouraging transparency and accountability.
• Leverages data, technology, and process improvement methodologies to optimize performance, efficiency, quality, and client outcomes.
• Analyzes situations, evaluates options, and applies business knowledge to make informed, effective decisions.
• Clearly conveys and interprets information through verbal and written channels.
• Ability to lead teams through organizational, regulatory, and technology-driven change.
• Ability to communicate effectively with senior leaders, regulators, auditors, and external partners
• Balances concurrent projects and responsibilities.
• Anticipates, addresses, and resolves disagreements constructively.
• Works effectively cross functionally and promotes teamwork across departments to solve problems and meet goals.

Core Competencies

• All KeyBank employees are expected to demonstrate Key’s Values and abide by Key’s Code of Conduct.

Physical Demands

• General Office - Prolonged sitting, ability to communicate face to face in person or on the phone with teammates and clients, frequent use of PC/laptop, occasional lifting/pushing/pulling of backpacks, computer bags up to 10 lbs.

Travel

• Occasional travel including overnight stay.

Work Location Category

• Hybrid (2+ days)

COMPENSATION AND BENEFITS

Please click here for a list of benefits for which this position is eligible.

Key has implemented an approach to employee workspaces which prioritizes in-office presence, while providing flexible options in circumstances where roles can be performed effectively in a mobile environment.

Qualified individuals with disabilities or disabled veterans who are unable or limited in their ability to apply on this site may request reasonable accommodations by emailing HR_Compliance@keybank.com.