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Department Manager III, Operations (Collections Teams) in Brooklyn, OH at Key Bank- Corporate

Date Posted: 6/19/2020

Job Snapshot

  • Employee Type:
  • Location:
    4910 Tiedeman Road
    Brooklyn, OH
  • Date Posted:

Job Description

Job Brief:
This position resides in Default Management and is responsible for leading the Late Stage Unsecured Collections and Post Charge Off Recovery Teams. The primary goal of the role is to mitigate bank delinquencies and losses by driving strategy and process optimization of Late Stage Unsecured Collections and Post Charge off Recovery Operations, leading a team of 60-100 associates of varying levels. This position also demands strong partnerships and interaction with Legal, Compliance, Business Risk and Controls, as well as the Line of Business.

Risk to the organization is very high. Position affects Key’s internal and external financial reporting, the corporate client experience with respect to loans, regulatory compliance, and risk mitigation.

Essential Job Function:
  • Responsible for directing strategy and process execution for the Unsecured and Post Charge off Recovery teams. Overall team size of 60-100 full time associates.
  • Directly manage 6-10 managers, SMEs and Business Analysts
  • Manage a team of 4-6 Escalation Specialists that resolve escalated call issues from across the Key Bank Collection teams
  • Manage the performance 4-6 Third Party Post Charge off Collection Agencies
  • Analyze and devise strategies to mitigate bank losses, improve customer experience, reduce cycle time, and improve operational efficiency
  • Accountable for achievement of all productivity, quality and Service Level goals for all managed functions.
  • Responsible for monitoring and tracking of key performance indicators and production activities ensuring root cause analysis and appropriate internal feedback is occurring to leadership and line of business partners
  • Monitor industry trends related to unsecured and recovery collections and participate in industry networking/ peer workgroups
  • Proactively meet and build relationships with Line of Business, Risk, Compliance and Servicing partners
  • Serve as a role model by consistently demonstrating desired leadership behaviors.
  • Coach and develop teams to recognize and take advantage of opportunities to improve operational efficiency, reduce overhead and/or minimize turnover.
  • Communicate KeyCorp, KT&O and LS goals, policies, priorities and procedures to team members in a clear and positive manner.
  • View all activities performed within the team with a clear understanding of possible risk. Actively seek ways to mitigate that risk by putting proper and sustainable controls in place.
  • Ensure that all activities are compliant with various laws and regulations governing consumer loss mitigation functions.
  • Update and/ or implement new policies and procedures, ensuring that timely and appropriate training has occurred. ​

Required Qualifications:
  • Bachelor’s degree or equivalent; MBA a plus
  • 3 to 5 year’s Default Management, Large Team (30+) Operations Management or equivalent field
  • Prior strategic planning experience a plus
  • Excellent analytical and problem-solving skills
  • Be able to identify gaps in processes and controls and being able to build proper processes and controls


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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