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Department Manager II, Operations Training & Procedural Change Control in Amherst, NY at Key Bank- Corporate

Date Posted: 7/29/2020

Job Snapshot

  • Employee Type:
  • Location:
    Amherst, NY
  • Date Posted:

Job Description


The Training and Procedural Change Control Leader is responsible for supporting all training efforts across Loan Services and additionally supporting a yearly review process of all Loan Services Procedures and Letters. It is critical that this individual has a working knowledge of multiple facets within Loan Services to properly assess the needs and understand proper support alignment. This leader will manage a team of 12+ individuals who support new hire training, target/refresher training, and the yearly review process with Legal and Risk partners. In addition, the leader will be responsible to play lead role for any large process or system change across Key Bank by supporting all relative process updates, training needs, and communications to the Loan Services Team.

  • Assess the need of Training across multiple departments within Loan Services and ensure support is in alignment by ensuring all training is tracked, including at the SLT level and the individual level
  • Ensure New Hire Training is offered across Loan Services, held in person in 3 major sites- Buffalo, Cleveland, and Canton, and support virtual onboarding efforts.
  • Regularly review and re-assess feedback from training sessions with team and alter/revamp approach as necessary based off of feedback
  • Support the Loan Services Development promise by offering soft skills courses and introducing both group and 1:1 classes as requested by leadership team and on a proactive basis as a result of feedback
  • Consistently ensure Training is at the forefront of Loan Services meetings, including but not limited to All Leader meetings, Employee Town Halls, and individual Team Meetings
  • Responsible to lead the effort of devising a Training Plan and executing the plan for any systems or process changes that occur within Loan Services by participating in all relative active projects that affect the teams
  • Own and manage a yearly review process of all Loan Services procedures and the control process for letters by ensuring SME review, leadership sign off, and applicable Risk Management sign off
  • Track and maintain consistent approach for the yearly review process by ensuring all teams across Loan Services are equally supported and SLT owner certifies completion at year end
  • Manage ongoing tracking of all initiatives across the team by ensuring ongoing cadence of review and re-prioritizing initiatives for the team and revamping approach
  • Owning yearly plan for achievements across Loan Services, which include goals and target deadlines, as well as engagement and support needed from senior leaders by obtaining buy in
  • Continually build relationships and partnerships across Loan Services and partners (Legal/Risk), as well as, maintain ongoing partnership meetings with the Learning and Development Team to discuss current initiatives and request support as needed to accomplish team goals

  • Bachelor’s Degree or equivalent experience
  • 3+ years Training experience, including virtual training, and experience with procedure review
  • Risk and compliance driven
  • Established leadership experience
  • Demonstrates ability to make sound decisions, use problem solving skills and work under deadline pressure.
  • Proven ability to set and obtain goals for individual and team
  • Excellent interpersonal and motivation skills.
  • Superior verbal and written communications skills.
  • Strong time management and prioritization skills.
  • Established cognitive skills.
  • Willing to maintain flexible schedule


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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