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Job Details

Key Bank

Vendor Servicing Product Team Manager

Banking, Mortgage, Investment

Area Manager


Brooklyn, Ohio, United States

Location: 4910 Tiedeman Road - Brooklyn, Ohio 44144 ABOUT COMMERCIAL BANK The Commercial Bank, now inclusive of Payments, is the heart of KeyBank’s business segment and is targeted for rapid growth. Comprised of commercial client relationship teams, commercial risk, onboarding and servicing, Institutional Bank payments business development and payments products and solutions. The Commercial Bank caters to a wide breadth of industry verticals and client segments, and our portfolio of solutions is positioned to support commercial entities of all sizes - from a mom-and-pop restaurant, to a publicly traded company. About the Job Vendor Servicing Product Team Manager is responsible for handling various escalated and complex requests surrounding the day-to-day servicing of clients utilizing our digital servicing platform, Ovation and other IT products used in the Vendor Servicing business. The Product Team Manager will initiate and lead multiple products and projects; directing efforts of cross functional teams and partnering and supporting work of team members and product owners to build and deliver enhancements to Key Bank’s mobile and online capabilities. As the point of contact for all Ovation related issues, the Product Team Manager will collaborate closely with numerous internal partners, working to expand the tool across the Vendor Servicing business, including supporting scaling activities to deliver a better overall client experience, ensuring effective deployment of projects, maximizing our digital investment. ESSENTIAL JOB FUNCTIONS Translate business goals into digital product concepts and tactical user stories Partner with various internal partners to mitigate programmatic risk while improving the customer experience. Lead cross functional teams to ensure timely delivery of one or more product management projects or initiatives in an effective manner. Maintain subject matter expertise in product; identify trends, potential impacts, regulations and changes in client and competitor behaviors Direct and manage overall third-party/ vendor relationship, participating in planning meetings, managing vendor expectations in terms of support and deliver, providing effective partnership to internal clients and process improvement guidance to leadership to enhance efficiencies, to ensure client experience and revenue results are meeting set objectives Manage & update procedures, and controls, driving a continuous improvement culture with partners internal and external partners to enhance the client experience and improve the efficiency and effectiveness of the implementation process of products Use problem-solving skills that help identify, isolate, and resolve problems and issues in a timely fashion to negate or minimize customer pain points, including documentation of escalated issues in bank complaint tracking system. Lead operationalization efforts for all new product launches, including research requirements as needed for onboarding projects, partnering with internal and external teams. Implements, directs, adheres, and ensures compliance/ controls to all applicable laws, regulations, and company policies and company values. Thought leader leveraging analytical methods and tools, recommending strategy based on insights and sound data driven judgements, drawing from analytical and qualitative data sources, demonstrating results Support client acquisition, cross-sell, and/or retention initiatives through providing tracking information as well as insights based on client escalation analysis. Product: Ovation Manage day-to-day use of the OvationCXM platform for the servicing teams leveraging the platform Design, build, and deliver training internally/externally to convey an understanding of the products, their usage and functionality, including Ovation platform. Manage the short and long-term roadmaps for the OvationCXM platform within Key Coordinate, monitor, and implement API integrations with 3rd party vendors via the OvationCXM platform and into other KeyBank systems (Salesforce, + any others) Leverage OvationCXM BI tools to build, monitor, and enhance reporting for the Vendor Servicing business (I.e Ad-hoc research, resolution of daily issues, data requests, reporting requirements, regulatory requests, etc...) Responsible for managing overall data, KPI, and reporting needs in the Vendor Servicing team and preparing reports/KPI’s for monthly and quarterly business cadence events Monitor, track, and report on Net Promotor Score across the Vendor Servicing organization REQUIRED QUALIFICATIONS 5 years in a Product Management, risk management, and/or Operations role. Ability to manage issues/programs and conduct detailed analysis of varying complexity, solve problems and drive business goals Proven track record of identifying product/process gaps and representing client requirements to assist in prioritizing product development Experience analyzing complex information from variety of sources Demonstrate effective communication, presentation and influencing skills Ability to work well in a matrixed and complex organization, with clear, results driven focus Proven ability to partner as well as maintain an entrepreneurial mindset. Ability to identify business opportunities, develop a strategic plan to capitalize on those opportunities, and tactically implement the plan. Must be able to create and conduct executive level presentations, present at industry venues, and interface with clients. Strong analytical skills and the ability to forecast. Excellent problem solving and quantitative skills. A team player with proven ability to build strong collaborative relationships with internal partners including finance, technology, operations, sales, risk, legal, compliance, and other internal and external partners including vendors. An ability to champion change, influence others, and foster teamwork. PREFERRED QUALIFICATIONS Understanding of Commercial Banking deposit products, Complaint Management, Client Resolution, and segment needs through demonstrated portfolio or risk management experience 5+ years in digital business and/or product development, with an understanding of the digital landscape, technologies, disrupters, and best practices. Experience creating innovative digital products and services that drive business results. Working knowledge and appreciation for user-centered design and digital user experience Agile experience Key has implemented a role-based Mobile by Design approach to our employee workspaces, dedicating space to those whose roles require specific workspaces, while providing flexible options for roles which are less dependent on assigned workspaces and can be performed effectively in a mobile environment. As a result, this role may be mobile or home based, which means you may work either at a home office or in a Key facility to perform your job duties. COMPENSATION AND BENEFITS This position is eligible to earn a base salary in the range of $87,000.00 to $100,000.00 annually depending on location and job-related factors such as level of experience. Compensation for this role also includes eligibility for short-term incentive compensation and deferred incentive compensation subject to individual and company performance. Please click here for a list of benefits for which this position is eligible. Key has implemented a role-based Mobile by Design approach to our employee workspaces, dedicating space to those whose roles require specific workspaces, while providing flexible options for roles which are less dependent on assigned workspaces and can be performed effectively in a mobile environment. As a result, this role may be Mobile or Home-based, which means you may work primarily either at a home office or in a Key facility to perform your job duties. Job Posting Expiration Date: 04/26/2024 KeyCorp is an Equal Opportunity and Affirmative Action Employer committed to building a diverse, equitable and inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or other protected category. 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 emailing #LI-Remote