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Operations Leader - Bellingham in Everett, WA at Key Bank- Branch

Date Posted: 1/3/2019

Job Snapshot

Job Description

The Operations Leader (OL) reports to the District Operations Manager (DOM) and is responsible for providing supervision of all branch operations and compliance within the branches that are assigned to them by their DOM. Provides operational coaching, mentoring, guidance and directions to branch personnel within their defined branches to ensure compliance of regulatory, security and internal controls which includes timely completion all branch KSAP (branch self assessment program) tasks and audits. The OL works closely with district leaders and branch personnel to improve operational efficiencies to better serve the clients. Communicates with branch personnel on new operations that require changes to current processes. Takes the lead in investigating complex operational issues that take more than one day to resolve, are unique, first- time issues or are broad reaching (i.e., across branches, clients). Supports DOM, Area Retail Leader (ARL) and District Retail Leader (DRL) directly on risk and compliance issues. Responsible for managing the staffing, scheduling, coaching, and motivating of the sales/service float pool.

The role of the OL is to ensure that all branch operations are effective and compliance requirements are met by overseeing branch staff operational training, performance coaching, communications, as well as complex client issues and complaint resolution.

Risk and Compliance:
- Review KSAP (branch self assessment program), conduct annual branch operational audits and compliance reviews.
- Support DOM, ARL and DRL directly on risk and compliance issues.
- Serve as liaison with the disaster recovery group; execute plan when required.
- Act as a resource to DOM, ARL, DRL and District President (DP) for branch robberies.
- Liaison with FCI and the Fraud department to minimize losses.
- Responsible for overseeing branch physical security.

Branch Operations:
- Provide guidance and direction to branch staff positions to ensure compliance of regulatory, security and internal controls, which includes timely completion of all branch KSAP (branch self assessment program) tasks and audits.
- Ensure satisfactory or better branch audits.
- Review and certify completion of continuity and recovery activities.
- Focus on operational processes to enhance Key Difference.
- Assist with escalated branch facility issues that hinder branch operations.
- Monitor and coach customer service behaviors to exceed service measurement goals within the branch and area.
- Consistent branch visits to monitor and observe branch operations.

Operational Training, Performance Coaching and Communication:
- Monitor area performance in operational metrics and makes improvement recommendations.
- Provide compliance coaching and guidance to all branch staff roles.
- Communicate with branch personnel on new operations that require changes to current processes.
- Work with training department to ensure regular refresher courses and/or workshops on operations and risk for branch personnel are being completed.
- Assist with hiring process for Tellers, Lead Tellers, Branch Managers and Personal Bankers.
- Assist with managing and scheduling the sales float pool for assigned branches as needed.
- Assume responsibility for all branch operations in assigned area.
- Provide direction and guidance for branch staff on operational/regulatory procedures.
- Ensure compliance with operational, security, and audit procedures and timely completion of KSAP tasks.
- Ensure that the branch facilities (internal and external) are maintained.
- Manage employee hours worked in accordance to and compliance with KeyBank's time tracking policies.

Issue and Complaint Resolution:
- Handle escalated customer issues that result from operational implications.
- Take the lead in investigating complex operational issues that take more than one day to resolve, are unique, first- time issues or are broad reaching (i.e. across branches, clients).

Additional Responsibilities:
- Support the acquisition, deepening and retention of new and existing clients.
- Assist with monitoring teller referrals to help ensure that the requirements are met.
- Assist with branch fee collection and customer service activities.
- Special assignments as requested.
- Community involvement as requested.

- High School Diploma.
- Minimum of 3 years branch operations experience.
- Demonstrated ability to lead and coach branch personnel on compliance related issues.
- Strong knowledge of banking policies and procedures.
- Minimum of 3 years cash handling experience.
- Understanding of balance sheet (PNL) concepts.
- Excellent communication and interpersonal skills.
- Demonstrated experience with problem solving skills involving moderate to complex client issues.
- Strong detail orientation.
- Demonstrated organizational skills while managing multiple tasks.
- Ability to interact with business partners such as Key Investment Services, Mortgage and Business Banking sales professionals.
- A solid understanding of operations (audit, compliance, fraud, loss).
- Working knowledge of Teller related software, PC (MS Windows and Office Products including Word, Excel, etc).
- Physical Requirements: Prolonged standing (5- 8 hours per day) may be required. Requires frequent travel within assigned area; must have own transportation.

Preferred Qualifications:
- Undergraduate degree in business related field.
- Knowledge of bank products and services, including how to open new accounts.
- Working knowledge of branch network and internal support system.
- One year call center, customer service, telesales, telemarketing or retail experience.
- Working knowledge of Teller21, Hogan, OLDS, CE Desktop.

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: 33386BR

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