Section Manager II (Research/Adjustments/Return Items Section Manager) in Albany, NY at Key Bank- Corporate

Date Posted: 2/26/2018

Job Snapshot

  • Employee Type:
  • Location:
    17 Corporate Woods Boulevard
    Albany, NY
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
  • Job ID:

Job Description


As part of the Research, Adjustments and Return Items team, this position has direct responsibility for department leadership and administration of both associates and functions within the team. As such, the chosen candidate can expect to be responsible for numerous tasks simultaneously and a focal point for many levels of inquiry; including staff, internal partner escalations and Sr. Leadership. Such tasks can be (but not limited to):
  • Provides support for all department responsibilities within Research, Adjustments and Return Items
  • Develops a complete understanding of all processes/systems utilized by the Research, Adjustments and Return Items department
  • Effectively increases functional knowledge and technical skill of team members
  • Position requires commitment to continuous improvement and promoting a culture of high performance, quality and positivity.
  • Provides excellent customer service to internal and external clients through the KeyValues concepts
  • Serve as a trusted partner to all associates by ensuring unwavering support of their needs, action on feedback or ideas and honest interactions related to their performance
  • This position will have direct leadership for approximately 17 associates


Come to work each day with the goal to provide first in class service to all internal/external clients seeking assistance from our team. Select and develop a diverse/engaged team, ensuring team members receive the specialized training required to perform the various department processes. Ensure successful and efficient day-to-day operation of the team including; monitoring associate and departmental performance, human resources, SLA adherence and quality measures. Be a positive advocate for change while leading the staff through change. Partner with various lines of business to seek, develop and implement improvements to existing processes, thereby enhancing the client experience. Leverage technology and best proactive tools to reduce operational costs and proactive manage risk to ensure compliance with government and bank regulations. Provide support and representation for corporate initiatives. Ensure compliance with policies and regulations including required compliance training.


  • Bachelors degree or equivalent work experience, 2+ years of operations leadership/management experience or equivalent work experience
  • 3-5 years Research, Adjustments and Return Items production experience or equivalent work experience
  • Advanced PC and MS Office skills
  • Exceptional verbal and written communication skills
  • Approachable, easy to talk to and composed – deals with high stress levels effectively
  • Ensures consistent handling of all associated related situations
  • Demonstrated accountability, both individually and for the team
  • Superior problem solving, analytical and communication skills
  • Comfortable communicating with team members, internal clients and management while maintaining a professional demeanor
  • Proven service delivery excellence with “Best in Class” client focused service mindset
  • Limited travel as needed

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 Technology and Operations (KTO) is Key Bank’s shared services organization for technology, operational, and servicing functions supporting business partners and clients across all lines of business. Within the overall organization, KTO provides efficient, reliable and secure technology; creates an effective variable cost technology delivery model that maximizes the return on IT spend; orchestrates the efficient use of corporate information and technology assets; and supports innovation that creates competitive distinction. KTO is effective and efficient in payment and deposit servicing, loan servicing, exception and dispute processing, investment and support services, sourcing and procurement, as well as enterprise-wide fraud prevention, investigations and operational support to human resources and the Bank’s BSA/AML program.


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: 27761BR