At Key, employee and candidate health is a top priority. Due to the ongoing spread of COVID-19, most interviews are being conducted virtually. Our talent acquisition team is diligently working to provide you the support you need throughout our hiring process. Learn more.

Retail Transformation Program Manager - Sales Experience and Execution in Brooklyn, OH at KeyBank

Date Posted: 1/15/2021

Job Snapshot

  • Employee Type:
  • Location:
    4910 Tiedeman Road
    Brooklyn, OH
  • Date Posted:

Job Description

• Understands the vision of Financial Wellness and is passionate about bringing “ease” to our employees and clients through the lens of process simplification. Keeping the employee and client experience at the forefront. Identifies connectivity points into Guided Conversations and the Digital experience.
• Development and design standardized process improvement methodology to lead current state discovery review of all branch service activities, process, and client interactions to catalog, evaluate and classify into one of five categories:
- Re-engineer –business process optimization (execute process more efficiently)
- Digitization – enable straight through processing via automation of process and removal of paper
- Client Self Service – build client interface to enable self-service (e.g., digital, ATM, etc.)
- Redirect – influence client behavior to migrate to alternative channel for client self service
- Remove – services KeyBank will no longer support
• Lead efforts of current state discovery/review of activities, process, and interactions.
• Leverages existing data points through employee engagement results, client insights, and enterprise client experience insights to identify pain points.
• Leads and facilitates idea iterations and design of new target state. Identify root cause throughout discovery efforts which prevent or impeded the business objectives from being met.
• Lead the re-enginering efforts in coordination with the Digital workstream lead to ensure all solutions are digitally driven; focused on to reduce time and paper, while improving speed of resolution.
• Leverage employee insights – intentionally connecting with branch employees through identified process/forum and tools to use the collective knowledge, experiences and efforts to improve processes. Sustainability of feedback loop.
• Partners with subject matter experts and process owners from root cause identification, ideation and implementation.
• Proactively evaluates process efficiency, compliance and experience to identify gaps and risks – driving for continuous improvement mindset.
• Collaborate with work stream leads, product partners, marketing, analytics and others to ensure connectivity to findings and design outcomes
• Supports development of change management planning, design and implementation including communication and training.
• Identify and escalate business risks, as needed.
• Partners with EPMO to manage project/s over the entire project life (initiate, plan, execute, control, close).
• Manages and directs third party resources as well as the potential of virtual teams.
• Keeps up to date with applicable regulations and compliance requirements with possible interactions with regulators.

• Bachelor’s Degree or equivalent work experience

• Experience in identifying/leading and managing continual improvement – (Lean Six Sigma preferred training /experience preferred)
• Past experience reengineering processes to improve outcome – leverages industry best practices as well as explores other industries for innovate solutions to similar opportunities.
• Detailed oriented, strong quality conscious and excellent organizational skills
• Five years of related Business Experience within a retail organization
• Three or more years working within a Branch Network preferred.
• Possesses a strong external network to keep informed and abreast of industry changes, innovation and regulatory oversight.
• Ability to influence without direct management authority
• Must be familiar with organizational change management methodologies.

Competencies and Skills:
• Problem solving skills – when necessary, must be able to successfully delve into areas where no precedent exists (work through BAU boundaries)
• Ability to work in deadline-driven, fast paced environment
• Influences with Impact
• Organized, self-disciplined, leads others towards common outcomes and strategy execution
• Proven demonstration of Key leadership competencies
• Can clearly articulate vision for future state; provide big-picture view/ enterprise view; decisive and directive when necessary
• Fosters and encourages frequent, open and honest feedback; learns from setbacks and mistakes to drive improvements; independently seeks out learning opportunities
• Highly polished and confident communication ability; possess written, verbal and stand-up presentation skills. Ability to adjust communication to audience.
• Takes the initiative to understand the business impacted by the program, current, trends and information that could impact the business and organization. Stays up to date on current industry best-practices.


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.


Not Ready to Apply?

Joining our Talent Network will enhance your job search and application process. Whether you choose to apply or just leave your information, we look forward to staying connected with you.

At Key, we’re committed to diversity and inclusion in all we do. Qualified individuals with disabilities or disabled veterans who are unable or limited in their ability to apply on this site may request reasonable accommodations by email.