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Client Onboarding Leader, Enterprise Commercial Payments in Cleveland, OH at Key Bank- Corporate

Date Posted: 4/3/2019

Job Snapshot

  • Employee Type:
  • Location:
    Cleveland, OH
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description


Our goal is to build a culture that is fanatical about ensuring clients are successful when leveraging Enterprise Commercial Payments’ (ECP) treasury products and solutions. The Client Success team is responsible for onboarding and servicing ECP clients in the most efficient and client-centric manner and by maintaining a lens on continuous improvement. The ultimate outcome is to ensure clients are successful in achieving the value they expected by doing business with us, and become advocates of KeyBank in the process.

The Client Onboarding Manager will be a dynamic leader of client onboarding specialists who are the “end to end” owners of the client onboarding experience and act as the main contact and project manager from KeyBank to lead clients through the post-sales experience to ensure clients are quickly and effectively using ECP’s new products and services. Onboarding events can range in product and process complexity, can vary by clients’ needs, and can span from small to large corporations.

ECP is in the midst of an exciting endeavor to redesign the onboarding experience. The Client Onboarding Manager will be integral in the design and implementation of the new onboarding model.

• Lead a team of 25-30 highly skilled client onboarding team leads and specialists who are accountable for ensuring on time and successful onboarding of ECP products and services, while providing an outstanding client experience. Onboarding is defined as all activity after the client agrees to move forward with obtaining ECP’s products and services up until successful use of our products. This includes ensuring clients’ products and services are correctly set up and clients are properly trained.
• May serve as subject matter expert for complex clients or solutions.
• Provide tactical leadership and direction to client onboarding team leads and specialists through direct process management, including coaching, training and mentoring, policy and procedure development and implementation.
• Examine processes to identify opportunities for standardization or improvement.
• Develop, monitor and report out on ongoing KPIs to ensure team is working at optimal levels and providing a best-in-class client experience.
• Be an internal advocate for client needs.
• Collaborate with key partners such as Business Development, Client Management, Operations, Product, Client Success Effectiveness, etc. to ensure all stakeholders are enabled to execute effectively, processes are working as expected, and all parties are informed on team’s progress, roadblocks, or changes.
• Oversee the dissemination and adoption of training and procedural resources or changes.
• Attract, develop, and retain a high performing, inclusive workforce. Cultivate talent through development planning, coaching, employee retention, performance management and recruiting new talent when necessary.


• 5+ years proven experience leading and managing teams in a payments, operations or a support environment.
• 5+ years experience with commercial payments products --or—other relevant experience.
• Bachelor’s Degree or equivalent work experience.
• Demonstrated ability to lead teams across geographies while driving superior performance.
• An ability to champion and implement change, influence others, and foster teamwork.
• Effective written and verbal communication skills, including demonstrated ability to orchestrate and present information and recommendations at all levels within the organization, including senior leadership.
• Ability to lead, collaborate, and influence cross-functionally.
• Highly effective problem solver with a process improvement mindset.
• Excellent organizational skills and strong attention to detail with the ability to set priorities and handle difficult situations while maintaining strong personal relationships
• Detail oriented with strong follow through
• Intellectual curiosity


• Project Management or Business Analyst experience
• Product Management experience
• Prior experience within target industries: Software, Healthcare, Real Estate, Manufacturing


• Standard office equipment


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.


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