Experience Leader - Metro East

ABOUT THE JOB (JOB BRIEF):
The Experience Leader (EL) reports to the Market Experience Leader (MEL) or Retail Experience Leader (REL) and is responsible for client experience, change management and strategic partnerships with Area Retail Leader (ARL) within assigned area. The EL directly champions self-service for transaction migration as well as Digital Financial Wellness. Responsible for influencing behaviors and provides observational coaching for Branches based on current sales performance and client experience scores. Accountable for scheduling oversight of branch staffing levels across assigned area. Direct management of float staff and on-call teller schedules. This role also provides quality control over branch operations to ensure compliance with regulatory obligations, security and internal controls, and best practices for minimization of operational risk. Identifies continuous improvement opportunities of operational efficiencies to better serve clients. The EL effectively manages complex client issues and complaint resolution with timely escalation to proper channels.

ESSENTIAL JOB FUNCTIONS:
Client Experience:

• Monitors the client experience trends (quantitative and qualitative) in Area and incorporates Market/Regional trends in analysis of results
• Coaches and influences branch performance by sharing related best practices at Branch and Area level
• Drives adoption and consistency of enterprise initiatives across Area by influencing behaviors and providing observations for branches based on current performance
• Inspects Client Service Action Plans and partners with ARL/REL on results and next steps
• Coaches to the Utilization of our Digital Financial Wellness Experience

Change Management:

• Provides change leadership in partnership with ARL to help implement, execute, and reinforce critical changes within the branch network; keeps pulse on employee adoption and escalates feedback and observations as needed
• Drives adoption and consistency across Area of enterprise initiatives; Acts as a champion for transaction migration and Digital Financial Wellness
• Brings to life change management knowledge for employees and clients through observational coaching
• Identifies opportunities for continuing education and talent development of branch staff
• Partners with ARL on creation and execution of employee engagement action plans

Risk, Loss Prevention and Compliance:

• Interprets and provides guidance to branch staff on Key’s policies, procedures, and best practices to ensure compliance of regulatory, security, loss prevention and internal controls.
• Provides observational coaching to the branch on how to reduce operational exceptions and maintain branch physical security standards.
• Affects policy and performance through identification and escalation of operational issues and partnering with Retail Analyst Team for area RAD trends.
• Responds to robberies and provides reporting to MEL, REL, ARL and RRL accordingly; Serves as liaison with the disaster recovery group supporting the execution of the plan when required.
• Liaison with FCI and the Fraud department to minimize losses. Supports Market leadership and FCI’s in addressing controllable losses and related findings including employee responsibility for controllable losses and/or employee violations. Looks for training opportunities to reduce future losses.
• Handles GRC, ECR and legal inquiries and responses

Branch Alignment and Efficiency:

• Regular in-person Branch visits to observe, identify trends, attend Huddle meetings and provide guidance (show coach) to Branch Manager; through interactions, identify trends and opportunites at Area Level
• Direct Management of float staff and on-call teller schedules
• Focuses on consistency of operational processes and acts as a resource for complex inquiries
• Assists with escalated branch facility issues that hinder branch operations
• Monitors area performance in operational metrics and makes improvement recommendations
• Assumes Area responsibility for communicating consistent operations updates, changes and processes
• Responsible for interviewing, training, coaching and scheduling of new tellers and lead tellers
• Assists with onboarding retail new hires in the area, including training on regulatory obligations, security and internal controls, and best practices for minimization of operational risk
• Provides feedback to Branch Manager for performance evaluation including recommendations for discipline and discharge.
• Supports, monitors and coaches employees’ adherence to Performance Standards
• Ensures coverages during turnover of branch staff, as needed

REQUIRED QUALIFICATIONS:

• Demonstrated ability to lead and show coach branch employees
• Demonstrated experience with problem solving skills involving moderate to complex client issues
• Superior communication skills including concise and clear written, verbal and presentation skills
• Ability to interact and build interpersonal relationships within Retail and across business functions such as Key Investment Services, Home Lending and Business Banking
• Understanding of balance sheet (Profit and Loss) concepts; strong knowledge of banking products, policies and procedures
• Strong detail orientation and demonstrated organizational skills while managing multiple tasks and branches
• A solid understanding of operations (audit, compliance, fraud, loss)
• Working knowledge of branch network and internal support system
• High School Diploma or GED
• Proficiency with Excel, Word and PowerPoint
• Physical Requirements: Prolonged standing (5-8 hours per day) may be required. Requires frequent travel within assigned area; must have own transportation.

PREFFERED QUALIFICATIONS:
FLSA STATUS: Exempt

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

45998BR