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Retail Experience Leader in Albany, NY at Key Bank- Corporate

Date Posted: 7/8/2020

Job Snapshot

  • Employee Type:
  • Location:
    66 South Pearl Street
    Albany, NY
  • Date Posted:

Job Description

The Retail Experience Leader (REL) reports to the Director Retail Network Operations and is responsible for providing direct leadership to the Market Experience Leaders (MEL) and Experience Leaders (EL) as assigned. Works as part of the Retail Network Operations Leadership Team to plan and execute enterprise intiatives in the field, identify and analyze client experience trends, recognize continuation improvement opportunities, and contribute to risk mitigation strategies for the Retail Network. The REL works directly with Regional Retail Leaders (RRL) and Area Retail Leaders (ARL) in assigned geographies to define regional strategies that drive operational effectiveness, client experience outcomes and change management. The REL serves as a senior operational partner and a core member of the Regional Leadership Teams and works closely with all Line of Business Partners both Regionally and Nationally. Develops their team to deliver consistent and high caliber results in client experience, change management, and strategic partnerships with Retail sales leaders.
  • Provides strategic oversight of the client experience in assigned Regions, monitors trends (quantitative and qualitative); Regularly presents analyses of client experience scores along with solutions to improve results to Retail leadership; Drives actions through their team and Retail leadership
  • Develops their team of Market and Experience Leaders to effectively coach and influence branch performance, and drive consistency and adoption of enterprise initiatives through observational coaching and sharing of best practices
  • Acts as a change champion, leads by example and influences the implemention, execution, and reinforcement of critical changes within the Retail Network; Keeps pulse on employee adoption through their team of ELs and MELs and proactively addresses resistance to change
  • Partners with RRLs to create and execute on employee engagement action plans; Identifies opportunities for continuing education and talent development of branch staff across the Regions
  • Makes regular in-person Branch visits to understand local needs of each Market and tailor strategies to meet those needs
  • Provides oversight for the Region’s operational risk and compliance practices including regulatory, security, and internal control. Ensures timely completion of compliance tasks and annual audits. Assists with the development and implementation of remediation items in response to audits
  • Ensures standardization of processes and policy adherence within the Regions. Monitors trends and recommends changes including automation, increased controls, and training within the region.
  • Responds to robberies; Serves as liaison with the disaster recovery group supporting the execution of the plan when required.
  • Through their team, the REL is responsible for driving performance outcomes by influencing behaviors and providing observational coaching in the Branches based on current performance and client experience scores.
  • Provides strategic oversight of the staffing model within the Regions and ensures effective utilization of float staff, support for hiring, onboarding, training, and recruiting. Partners to build bench strength and plan ahead of turnover to maximize staffing experience in the Regions.
  • Takes a lead role in overall operational communications and training region-wide ensuring the implementation of policy and procedures are consistent.
  • The REL identifies and operationalizes continuous improvement opportunities to better serve clients and improve the employee experience.
  • Effectively manages complex client issues and complaint resolution with timely escalation to proper channels.
  • Communicates significant legal or compliance issues, public relations concerns, security threats, employee relations, and other items of concern in a timely manner as appropriate to RRL and appropriate Lines of Business managers. Partner for resolution and appropriate action to take.
  • High School Diploma or GED
  • Minimum of 7 years branch operations or equivalent banking experience
  • Minimum of 3 years Leadership and Sales experience
  • Proficiency with Word, Excel and PowerPoint
  • Demonstrated ability to lead and coach retail personnel on compliance related issues
  • Strong knowledge of banking products, policies and procedures
  • Understanding of balance sheet (Profit and Loss) concepts
  • Superior communication aptitude; concise and clear written, verbal and presentation skills
  • Outstanding attention to detail with exceptional organizational skills while multitasking with competing priorities
  • Demonstrated experience with problem solving skills involving complex client and personnel issues
  • Ability to effectively interact and influence business partners such as Key Investment Services, Mortgage, FCIs, PSCs, and Business Banking professionals and managers
  • Thorough understanding of operations (audit, finance, fraud, chargeoff, accounting, and employee relations)
  • Required to travel in Region, must have own transportation
  • Working knowledge of branch network and internal support system
  • Excellent ability to build interpersonal relationships
  • Undergraduate degree in business related field


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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