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Operations Section Manager (Collections Team) in Amherst, NY at KeyBank

Date Posted: 2/18/2021

Job Snapshot

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

Job Description

Job Brief:
Leads a team of operations professionals ensuring service delivery excellence for Key’s clients. Collaborates to achieve successful outcomes on smaller scale continuous improvement or technology driven projects. Successfully develops talent and is accountable for managing risk through the implementation of quality procedures and controls.

Ensure the maximum utilization of resources and the achievement of process and financial objectives. This is accomplished through the selection and coaching of a dedicated team of up to 30 frontline associates. Further responsibilities include the real time management of operational metrics and leading departmental initiatives that drive continuous process improvement and world-class service.

Essential Functions:
Responsible for the day-to-day activities of a function/product within a defined area while providing service excellence to achieve SLAs for internal partners and/or customers.
Responsible and/or assist with hiring diverse professionals; build and lead a high performing team, including mentoring and coaching. Able to support team members across multiple sites. Successfully lead change.
Proactively understand risk and implement and/or test procedural controls to ensure compliance with government regulations and bank policies.
Implements project or continuous improvement initiatives that tie to strategic objectives.
Execute human capital decisions and projects to achieve the financial goals of the division.

Actively participate in and identify world-class team members by participating on panel interviews and supporting the Consumer Collections & Recovery's new hire selection process.

• Constantly reengineer designated process(s) to optimize performance; utilize champion/challenger testing process; including industry benchmark data, vendors, Triad, and any other pertinent mechanism for determining performance opportunities.

• Responsible for improving direct report's job performance through coaching via the monitoring of incoming and/or outgoing recorded and live calls per assigned headcount; ensure quality, customer service and adherence to the policies and procedures of the performance models and operating instructions.

• Review account level detail of work activity on accounts per designated FTE or process.

• Present performance coaching to assigned team through calibration/listening sessions, team meetings and training sessions.

• Complete monthly review of employee production reporting results and any pertinent associate development scorecards (ADS).

• Deliver career path assessments for direct reports.

• Prepare and administer performance improvement counseling and developmental action plans.

• Responsible for participating as a team member on 1-2 Green-Belt projects; or facilitating error proofing, work balancing, brainstorming, etc sessions; or any combination of the two annually.

• Identify and institute metrics through dashboards that accurately and effectively measure performance results; trend, analyze, and provide regular reporting on coaching metrics, and divisional level reporting for the purpose of assessment and agent/team improvement (as well as department improvements).

• Aggressively manage process finances, ensuring effective capacity planning and expense management.

• Within designated authority levels, approve operational actions/decisions outside of standardized procedures.

• Participate in and facilitate information sharing with your manager, business partners, peers, and direct reports in a timely and efficient fashion to ensure widespread communication.

***Required to work Saturdays approximately once a month from 8:00am -2:00pm (frequency can increase or decrease based on staffing levels and business need.) In addition, the ability to work 1 night a week on a Monday - Thursday from 12:00pm - 9:00pm is also needed (frequency can fluctuate based on business need) ***

Required Qualifications:

• Bachelor Degree or equivalent experience

• 1 year coaching or training experience

• Effective working knowledge of Microsoft Office Word, PowerPoint and Excel

• Demonstrated integrity and value commitment

• Proven ability to set and obtain goals

• Excellent interpersonal and motivation skills

• Superior verbal and written communications skills

• Strong time management and prioritization skills

• Established cognitive skills
Displayed sense of ownership in relation to attitude and actions, assignments and event outcomes

Preferred Qualifications:

• Graduate Degree

• Certified Six Sigma Yellow-Belt

• Call-center technology experience; automated dialers, IVR's, NICE or other call monitoring software, etc.


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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