Be a problem solver, trusted advisor, and partner to the people and businesses in our Key Bank communities. The Branch Manager builds, coaches, develops, leads, and motivates a team that is capable of providing excellent client service in all interactions, analyzing clients' needs, and recommending financial solutions that help Key clients achieve confidence in their financial wellness and achieve their goals. The Branch Manager is accountable for branch operations and compliance by providing direction and guidance to branch staff on operational/regulatory procedures, ensuring compliance with operational, security, audit procedures, and timely completion of branch operational tasks. The Branch Manager leads his/her team through consistent execution of the Branch Playbook to deliver on Branch Goals. The Branch Manager has a strong focus on acquiring and growing small business relationships and will serve as a market leader in the local community and/or designated business area. At KeyBank, we believe it's our opportunity and our privilege to help our clients move forward in their financial journey. We take pride in serving our clients and making them feel that no bank will fight harder for them.
Embodies a strong client experience culture, being present with every client and teammate and realizing the impact we can have on their day, personally, professionally, and financially
Engages in outside calling to small business clients in and around the community delivering the full depth and breadth of products and services Key offers; Develop centers of influence and networks in the community to identify prospective client referrals with a strong focus on Small Business
Accountable for growing the business through retention, expansion, and acquisition tactics, and for leading Branch team to success in attaining activity, behavior, and outcome expectations as well as achieving individual expectations.
Leads and develops the branch team, ensuring understanding of Key’s products and services, Key’s sales and service process and the competitive landscape, while instilling Key’s vision and values with branch team
Facilitate strong partnerships within branch team and with line of business partners, focusing on client acquisition and deepening the relationship of current clients; effectively manage internal and external COIs
Responsible for managing, staffing, and scheduling all direct report work schedules within the branch, including recruiting/identifying talent, interviewing, selecting the branch team, and successfully onboarding and training new employees
Deliver a consistent, disciplined coaching and performance management process by observational coaching, joint sales calls, growth and development, utilization of training tools, all leveraging our culture of reward and recognition
Provide guidance and direction to branch staff positions to ensure compliance of regulatory, security and internal controls, which includes timely completion of all branch operations tasks
Performs other duties as assigned; duties, responsibilities and/or activities may change or new ones may be assigned at any time with or without notice
Complies with all KeyBank policies and procedures, including without limitation, acting professionally at all times, conducting business ethically, avoiding conflicts of interest, and acting in the best interests of Key’s clients and Key.
High School Diploma GED, or equivalent experience (required) or
Bachelor's Degree (preferred)
3+ years Experience in a sales capacity with a demonstrated ability to lead and coach a successful sales team.
3+ years Demonstrated small business deposit/credit experience and familiarity with small business operations (required)
General understanding of financial statements and concepts
Demonstrated understanding of consumer credit including loan to value, debt to income and credit reports
Demonstrated ability to leverage Centers of Influence (COIs) to further promote business
Demonstrated experience with influencing business partners, as this role will require significant influence of partners such as Key Investment Services, Mortgage and Business Banking sales professionals
Demonstrated ability to effectively communicate and possess strong public speaking skills
Licenses and Certifications
Notary License (preferred)
Lead by example and ensure consistent delivery of distinctive service for all clients; Develop the skills and confidences required of a high-performing team and profitably grow the business through enduring client relationships
Is knowledgeable about the client’s accounts and business with the bank and uses sound judgment with customers and transactions
Leads Branch sales team with a proactive client focus with preset appointments and quality conversations leading to recommendations that support clients’ financial wellness goals, leveraging system generated lead lists, walk ins, and professional contacts
Champions and fosters a culture that embraces change and continuous improvement and aligns change initiatives with the best of present organizational values, strategic intent, and practices; keeps focus on the desired end state while acknowledging the human impact
Strong work ethic and high level of integrity
Excellent Time management skills with ability to lead team through multiple priorities
Adaptability: Helps others adapt to changing environments and accepting new situations while working effectively with unstructured teams, situations, or environments; leverages prior experience as a help towards handling change and an atmosphere of ambiguity and uncertainty
Collaboration: Supports a culture of collaboration and implements methods for people to come together to make decisions, solve problems, and develop products/service; establishes shared goals to foster collaboration and ensures everyone can access the same information and provide input
Critical Thinking: The ability to evaluate past performance for future insights, assess and validate options and predict their impact, and use effective critical thinking approaches, such as consulting, commanding, or obtaining consensus
Decision Making: The ability to seek input from various sources and communicate decisions confidently and resolutely while remaining steadfast in championing decisions that later come under scrutiny
Emotional Intelligence: Identifies non-verbal emotional indicators in others, their negative impact on results, and pursues action to mitigate them for improved success; illustrates best practices and rationale for organizations that successfully grow their EI capability
Business Acumen: Demonstrates a big picture understanding of the business, its interrelationships, and priorities; demonstrates strong foundations of business fundamentals, measurement, and business finance
Oral & Written Communication: Develops a clear, complete understanding of needs and problems through careful listening, probing, reflecting, and summarizing; conducts discussions that are sincere and fully expressed
Risk Management: Establishes business-specific risk management benchmarks and measures key benefits and drawbacks of risk management practices; demonstrates a strong risk management mindset
Storytelling: Uses a range of stories to consistently persuade clients and team members on a variety of business issues; achieves measured increases in audience buy-in via storytelling
Change Navigation: Introduces change initiatives that target continuous improvement of significant organizational capabilities and implements strategies for renewing or deepening change efforts
Core CompetenciesAll KeyBank employees are expected to demonstrate Key’s Values and sustain proficiency in identified Leadership Competencies.
Consumer Retail Management - Ability to communicate face to face and on the phone with clients, frequent use of hands to manipulate/grasp objects, occasional bending and lifting from floor height, frequent lifting of 1 – 10 lbs., occasional lifting of up to 30 lbs.
Occasional travel to include overnight stay.
Ability to routinely and frequently operate a motor vehicle with a valid driver's license.