Experience Leader - South Valley in Eugene, OR at Key Bank- Corporate

Date Posted: 8/15/2019

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    975 Oak Street
    Eugene, OR
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    8/15/2019

Job Description

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 monitoring branch staffing levels across assigned area to model and float pools. This role also coaches and supports the branch manager 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:
•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
•Expert in the branch playbook, all activities and effectiveness.

•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

REQUIRED QUALIFICATIONS:

  • High School Diploma
  • A minimum 3 years of branch management
  • 3 years of leadership experience in the financial services industry with a focus on successful sales teams
  • Demonstrated ability to develop and execute sales plans and lead teams to sales and service success
  • Excellent communication skills




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.

37130BR

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