Experience Leader

Location:

10 Old Clairton Road

• Pittsburgh, Pennsylvania 15236

Job Summary

Be a problem solver, trusted advisor, and partner to the people and businesses in our Key Bank communities. The Experience Leader (EL) is responsible for client and teammate experience through strategic partnerships with the Market Retail Leader (MRL) or Area Retail Leader (ARL) for assigned areas. The EL influences behaviors and provides observational coaching and support to Branches teams with a strong focus on elevating client experience. ELs have a talent mindset and take a leadership role in onboarding and developing teammates within their areas and across the broader region. The EL is accountable for scheduling oversight of branch staffing levels across assigned areas and for direct management of float staff and on-call teller schedules. Identifies continuous improvement opportunities to better serve clients and to ensure a high level of teammate engagement. The EL effectively manages complex client issues and complaint resolution with timely escalation to proper channels. At KeyBank, we believe it's our opportunity and our privilege to help our clients move forward in their financial journey. We take pride in serving our clients and making them feel that no bank will fight harder for them.

Responsibilities

• Embodies a strong client experience culture, being present with every client and teammate and realizing the impact we can have on their day, personally, professionally, and financially

• Monitors the client experience trends (quantitative and qualitative) in Area and incorporates Market/Regional trends in analysis of results; acts as a resource to identify and resolve client experience issues

• Takes ownership of the employee experience within their Areas, coaching, inspiring, and motivating a highly engaged team, establishing clear expectations, developing team and talent on behavioral competencies that enable best in class performance

• Leads internal development programs within their Area and Region; Identifies opportunities for continuing education and talent development of branch staff; Assists with onboarding retail new hires and promotions within the area, partnering with training branches to ensure a seamless teammate experience; Highly engaged and focused on the team's engagement; Understands their teams and individual motivators.

• Supports Human Capital processes across their span of responsibility, partnering with MRL or ARL in building and executing the Area talent strategy - fostering an environment that encourages and supports diversity and inclusion through recruiting, employee skill development, career progression, goal setting, performance management, employee engagement and delivering a pay for performance culture.

• Regular in-person Branch visits with a focus on client experience to observe, identify insights, attend Huddle meetings, and provide guidance (show coach) to Branch Manager; through interactions, identify trends and opportunities at Area Level

• Drives adoption and consistency of enterprise initiatives across Areas by influencing behaviors and providing observations for branches based on current client experience performance, ensuring Key's vision and values are instilled with area team

• Provides change leadership in partnership with the Centralized Team, MRL or ARL to help implement, execute, and reinforce critical changes within the branch network; keeps pulse on teammate adoption and escalates feedback and observations as needed

• Partners with the Centralized Team for robbery response, providing in-person support to the branch teams when required, and for Branch Consolidations and Closures, providing field support as needed.

• Performs other duties as assigned; duties, responsibilities and/or activities may change or new ones may be assigned at any time with or without notice

• Complies with all KeyBank policies and procedures, including without limitation, acting professionally at all times, conducting business ethically, avoiding conflicts of interest, and acting in the best interests of Key's clients and Key.

Education Qualifications

• High School Diploma , GED, or equivalent experience (required)
• Bachelor's Degree (preferred)

Experience Qualifications

• 3+ years Experience in retail banking with a strong knowledge of banking products, policies, and procedures (required)
• 3+ years Demonstrated ability to lead, develop, and motivate branch teammates, providing mentoring, coaching, and training as needed. (required)
• 3+ years Demonstrated ability to leverage existing data points through employee engagement results, client insights, employee forums and enterprise client experience insights to identify pain points and take action. (required)
• Ability to interact and build interpersonal relationships within Retail and across business functions such as Key Investment Services, Home Lending and Business Banking to support strategic priorities for both client experience and teammate experience (required)
• Demonstrated ability to effectively communicate and possess strong public speaking skills (required)

Tactical Skills

• Ability to effectively communicate and possess strong public speaking skills

• Proven leadership skill and presence

• Consistently addresses conflict and models managerial courage; Ability to confidently deliver tough messages

• Ability to lead effectively in situations without direct control (influential leadership)

• Demonstrated ability to collaborate vertically and horizontally across multiple stakeholders and lines of business to build and maintain strong relationships

Personal Skills

• Adaptability: Helps others adapt to changing environments and accepting new situations while working effectively with unstructured teams, situations, or environments; leverages prior experience as a help towards handling change and an atmosphere of ambiguity and uncertainty

• Collaboration: Supports a culture of collaboration and implements methods for people to come together to make decisions, solve problems, and develop products/service; establishes shared goals to foster collaboration and ensures everyone can access the same information and provide input

• Critical Thinking: The ability to evaluate past performance for future insights, assess and validate options and predict their impact, and use effective critical thinking approaches, such as consulting, commanding, or obtaining consensus

• Decision Making: The ability to seek input from various sources and communicate decisions confidently and resolutely while remaining steadfast in championing decisions that later come under scrutiny

• Emotional Intelligence: Identifies non-verbal emotional indicators in others, their negative impact on results, and pursues action to mitigate them for improved success; illustrates best practices and rationale for organizations that successfully grow their EI capability

Practical Skills

• Business Acumen: Demonstrates a big picture understanding of the business, its interrelationships, and priorities; demonstrates strong foundations of business fundamentals, measurement, and business finance

• Oral & Written Communication: Develops a clear, complete understanding of needs and problems through careful listening, probing, reflecting, and summarizing; conducts discussions that are sincere and fully expressed

• Risk Management: Establishes business-specific risk management benchmarks and measures key benefits and drawbacks of risk management practices; demonstrates a strong risk management mindset

• Analytical Thinking: Identifies any possible causes for a problem based on prior experience and current research; seeks discrepancies and inconsistencies in available information and explains variances

• Change Navigation: Introduces change initiatives that target continuous improvement of significant organizational capabilities and implements strategies for renewing or deepening change efforts

Core Competencies

All KeyBank employees are expected to demonstrate Key's Values and sustain proficiency in identified Leadership Competencies.

Physical Demands

• Consumer Retail Management

• Ability to communicate face to face and on the phone with clients, frequent use of hands to manipulate/grasp objects, occasional bending and lifting from floor height, frequent lifting of 1 - 10 lbs., occasional lifting of up to 30 lbs.

Travel

• Occasional travel to include overnight stay.

Driving Requirements

• May need to drive to multiple locations in a single day; ability to operate a motor vehicle with a valid driver's license required.

COMPENSATION AND BENEFITS

This position is eligible to earn a base salary in the range of $68,000 to $92,000 annually depending on location and job-related factors such as level of experience. Compensation for this role also includes eligibility for short-term incentive compensation and deferred incentive compensation subject to individual and company performance.

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

Job Posting Expiration Date: 07/05/2024

KeyCorp is an Equal Opportunity and Affirmative Action Employer committed to building a diverse, equitable and inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or other protected category.

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.