Initiative Development Manager - Client Channel Optimization in Cleveland, OH at Key Bank- Corporate

Date Posted: 3/8/2018

Job Snapshot

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

Job Description


Specific essential job functions include the following:

Leveraging the employee and client platforms of a new vendor-hosted education tool, work with Business Leader, internal partners and vendor to update, expand and create new content for employee/client awareness and education of self-service banking optionsCollaborate with Branch Network, Contact Center, Training, Marketing, Product and Channel teams to ensure employee gamification challenges and newsfeeds are fresh and relevant
Ensure that employee / client usage reporting is updated and distributed regularly to gain maximum employee / client engagement
Work with Communications and Change Management to ensure leadership messaging to employees is recurrent and motivating
Assist with the creation of a roadmap for future employee training and client education initiatives to support both branch and contact center interactions; coordinate content development with CCO Core Team and Service Experience

Participate in the design and rollout of a lobby engagement pilot
Work with Field Core Team to create a branch environment that supports client demonstrations and self-service options
Collaborate with Client Insights and Marketing to target client motivational strategies to drive transaction migrationWork with internal partners to develop processes and technology solutions to deliver identified motivation strategies (e.g. $1 promotion checks, rewards offers, system “pop ups” that highlight proactive opportunities to educate clients)
Develop coordinated cadence for rollout of motivation tactics fueled by data/analytical insights

Identify KPIs and measures of success for awareness, education and motivation efforts (e.g. client interactions/demonstrations, migration rates)
Develop employee and client feedback process to gage impact of awareness, education and motivational strategies
Assist Business Leader in creating awareness, education and motivations strategies for Small Business clients
Ensure that proper stakeholders are involved in the generation and execution of awareness, education and motivation tactics


Below are the required qualifications for this position:
5+ years of financial services experience, ideally including retail banking
BA/BS or equivalent work experience
Knowledge of retail banking products, services, channels and clients, ideally with branch and contact center experience
Past experience with program development / management
Ability to influence without direct management authority
Comfort in developing and executing on new ideas in a rapidly changing environment
Client-centric with the ability to empathize and translate strategies into positive client experiences
Excellent employee and client focus with an eye towards education and motivation
Strong attention to detail to ensure risks, controls and stakeholders are properly evaluated and engaged
Comfort level with working across an organization without boundaries and with a sense of urgency, while also understanding how the people and the organization function
Ability to establish and maintain effective working relationships among team members, partners and support areas
Excellent written and verbal communication skills
Strong understanding of the Mission and Vision of the Community Bank
Systems to be used in the performance of the job include: PowerPoint, Excel, Word, Outlook; knowledge of CE Desktop and Quest a plus

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.

KeyBank has administrative services in place that help support the business. These include: Finance, Human Resources, Legal, and Marketing. KeyBank’s Corporate Center supports strategic initiatives through multiple teams which provide distinctly different, yet interrelated, disciplines for the KeyBank Leadership team and its business groups. The Corporate Center protects and enhances Key’s brand through thoughtful and deliberate messaging and responsible banking. Our proactive approach and significant expertise engage both internal and external constituents – employees, clients, shareholders, investors, regulators, legislators, community advocates – by adding value, positively influencing their perceptions, and instilling a sense of confidence in Key.


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: 27898BR