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Debit Card Operational Effectiveness Product Manager I in Cleveland, OH at Key Bank- Corporate

Date Posted: 11/19/2018

Job Snapshot

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

Job Description

The Debit Card Operational Effectiveness Product Manager reports to the Senior Manager, Payments Engagement and is accountable implementing Debit Card processes to optimize client experience, mitigate risk and support P&L growth. Areas of focus will include implementing client experience initiatives, managing/optimizing Debit Card vendor relationships, identifying and executing process improvements, and managing key performance measurements. This role will own all end-to-end processes associated with Debit Cards (e.g., card issuance), vendor relationships and be accountable for driving continuous improvement – working closely with other Product Manager(s), Key Technology & Operations (KTO) and other key partners to accomplish objectives.


 Utilizes fact based approaches to identify size, prioritize and implement operational improvements aimed at maximizing Client and Employee Satisfaction, minimizing risk and supporting P&L growth.

 Lead cross functional teams including KTO, Sales, Marketing & Client Insights, Branch and Call Center Operations, and Legal and Compliance to ensure timely delivery of operational card initiatives, including business requirements, test planning, marketing plans and Product Management gating rollout processes.

 Develops, implements and monitors operational effectiveness scorecards with respect to vendor performance, compliance, client experience and employee experience.

 Investigates card related service issues, complaints and problems escalated to Product Management team in order to define root causes along with short and long term resolutions. Proactively monitors non-escalated complaints and issues to do the same (e.g., customer listening, surveys).

 Drives all card reissuance and activation planning, approvals and execution – including both mass reissues, breach reissues, and natural reissues. Manages associated debit card art design, materials and inventory, partnering with KTO, Marketing and external vendors.

 Responsible for proactively maintaining and creating new policies/procedures to ensure all legal, compliance and audit standards are met – including oversight of consumer disclosure and change in terms communication strategies and execution relating to product and policy changes.

 Leads initiatives for Debit Card regarding compliance, audit and regulatory requests as warranted. Performs activities to support Consumer Payments & Rewards team’s first line of defense testing.

 Management of card related Vendor relationships with a focus on SLA performance management, contract optimization, Third Party Management and execution of Vendor related initiatives. Will work closely with Operational teams to determine opportunities for improvement with existing/new vendors. Examples of key Vendor relationships include card embossing & fulfillment, network processors and benchmarking services.

 Responsible for tactical changes for operational, fulfillment and escheatment processes for KeyBank’s Non-Reloadable Prepaid Card (i.e., Key Possibilities Card)


 Bachelor’s degree in Business, Marketing, Project Managementor Finance preferred.

 2+ years experience in operations or product management preferred.

 Curious mindset with strong analytical thinking and quantitative experience.

 Demonstrated experience managing vendor relationships

 Ability to execute; Proven ability to drive projects from concept to rollout (preferably experience with technology and operational related initiatives and ability to define business requirements).  

 Experience with Lean Six Sigma and associated DMAIC principles preferred (e.g., experience mapping, root cause identification, improvement ideation).

 Experience establishing business metrics to evaluate performance and using insights to optimize performance.

 Self-starter and team player with a structured approach to achieving results.

 Demonstrated presentation and PowerPoint skills.

 Intermediate to advanced Excel experience.


Business Acumen: Knows how businesses work; knowledgeable in current and possible future policies, practices, trends, and information affecting his/her business and organization; knows the competition; is aware of how strategies and tactics work in the marketplace.

Interpersonal Savvy - Relates well to all kinds of people, up, down, and sideways, inside and outside the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can diffuse even high-tension situations comfortably.

Drives for Results: Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented with a relentless focus on execution; steadfastly pushes self and others for results.

KeyCorp's roots trace back 190 years to Albany, New York. Headquartered in Cleveland, Ohio, Key is one of the nation's largest bank-based financial services companies, with assets of approximately $134.5 billion at March 31, 2017. Key provides deposit, lending, cash management, insurance, and investment services to individuals and businesses in 15 states under the name KeyBank National Association through a network of more than 1,200 branches and more than 1,500 ATMs. Key also provides a broad range of sophisticated corporate and investment banking products, such as merger and acquisition advice, public and private debt and equity, syndications, and derivatives to middle market companies in selected industries throughout the United States under the KeyBanc Capital Markets trade name. KeyBank is Member FDIC.

Key Community Bank serves individuals and small to midsized businesses from Maine to Alaska through our 15-state network of over 1,200 branches, 1,500 ATMs, telephone banking and robust online and mobile platforms. KeyBank’s Consumer/Business Banking segment provides consumers and small business owners with straightforward banking solutions and personal finance expertise that helps them make confident financial decisions today and plan for tomorrow. Key Private Bank offers wealth planning that follows a consistent, disciplined approach guided by objective advice based on each unique situation. KeyBank Commercial Bank offers midsize business financial services that drive growth and profitability and help business owners identify new opportunities with products and services including deposit, cash management, investment services, commercial lending, equipment leasing, and asset-based lending.


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.

JobID: 30418BR

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