KeyBank Operation Leaders- Central Area in Syracuse, New York

Operation Leaders- Central AreainSyracuse, NYatKey Bank- Branch

Date Posted: 2/8/2019

Job Snapshot

  • Employee Type: Full-Time

  • Location: Syracuse, NY

  • Job Type: Banking Retail

  • Experience: Not Specified

  • Date Posted: 2/8/2019

About Us

Headquartered in Cleveland, Ohio, KeyCorp (Key) is one of the nation s largest financial services companies. Key provides investment management, retail and commercial banking, consumer finance and investment banking products to individuals and companies throughout the United States and, for certain businesses, internationally.

Our goal is to be the best regional bank in the U.S. What that means is we put our clients needs first and take a customized approach to meeting those needs. At Key we ve made a promise to our clients that they will always have a champion in us. To deliver on that promise, we re committed to building a team of engaged employees who do the right thing for our clients and help them achieve their financial goals each and every day.

Job Description

The Operations Leader (OL) reports to the Regional Operations Leader (ROL) and is responsible for providing direction and oversight of all branch operations and compliance tasks and processes within the branches that are assigned to them.Provides operational coaching, mentoring, guidance and direction to branch personnel within their defined branches to ensure compliance of regulatory, security and internal controls which includes timely completion all branch BOTT (Branch Operations Tracking Tool) and MOTT (Market Operations Tracking Tool) tasks. Responsible for coordinating the responses for the inspections completed by Physical Security. The OL works closely with market leaders and branch personnel to improve operational efficiencies to better serve the clients. Directly responsible for managing the Teller staffing levels in all branches assigned. Manages and schedules float and on call tellers. Supports MOL/ROL, Area Retail Leader (ARL) and Regional Retail Leader (RRL) directly on risk and compliance issues.


The role of the OL is to ensure that all branch operations are effective and compliance requirements are met by overseeing branch staff operational training, performance coaching, communications, as well as complex client issues and complaint resolution.

Risk, Loss Prevention and Compliance:

  • Provides guidance and direction to branch staff to ensure compliance of regulatory, security, loss prevention and internal controls.

  • Ensures timely completion by all Branch staff of compliance training and tasks

  • Timely completion of all Branch and Market Operations Tracking Tool Tasks and activities focusing on identification of exceptions and repeat findings. Ensures coverage on operational tasks during turnover of critical branch staff.

  • Supports MOL/ROL, ARL and RRL directly on risk and compliance issues

  • Serves as liaison with the disaster recovery group supporting the execution of the plan when required

  • Responds to robberies and provides reporting to ROL, MOL, ARL and RRL accordingly

  • Liaison with FCI and the Fraud department to minimize losses. Supports Market leadership and FCI s in addressing controllable losses and related findings including employee responsibility for controllable losses and/or employee violations. Looks for training opportunities to reduce future losses.

  • Acts as a liaison and escalation point for branches on locating large teller outages

  • Responsible for overseeing branch physical security and related security standards

Branch Operations:

  • Manages to Branch Teller Staffing levels per Staffing Model in support of Market Leadership

  • Directly manages Teller float pool and On Call float pool as assigned collaborating with other operational resources to ensure effective utilization of teams across the market

  • Assists with managing and scheduling the sales float pool for assigned branches as needed

  • Assists branches with day to day staff scheduling and coverage

  • Focuses on consistency of operational processes and acts as a resource for operational questions

  • Recognizes and escalates operational issues and trends as appropriate

  • Performs all tasks as listed on the Operations Leader Responsibility Guide

  • Assists with escalated branch facility issues that hinder branch operations

  • Performs consistent branch visits to monitor and observe branch operations

  • Monitors area performance in operational metrics and makes improvement recommendations

  • Communicates with branch personnel on new operations that require changes to current processes

Hiring, Training, Coaching, Onboarding and Communications

  • Responsible for hiring process for Tellers and Lead Tellers. Assists with hiring process for Branch Managers and Personal Bankers as needed. Supports the operational training process for Tellers and Lead Tellers.

  • Assists with onboarding retail new hires in the area

  • Coaches Branch staff to the Branch Operations Responsibility Guide and ensure all tasks are completed prior to branch deadlines. Focuses specifically in this area during turnover within the branches.

  • Monitors and coaches customer service behaviors to exceed service measurement goals within the branch and area

  • Supports, monitors and coaches employees adherence to Performance Standards

  • Mentors tellers for referral success; oversees Teller Referral activities in the area assigned

  • Coaches branch employees to fee collection standards

  • Develops bench strength and career path to Operations team roles

Issue and Complaint Resolution:

  • Handles escalated customer issues that result from operational implications

  • Handles GRC and legal inquiries and responses

  • Takes the lead in investigating complex operational issues that take more than one day to resolve, are unique, first-time issues or are broad reaching (i.e. across branches, clients)

Additional Responsibilities:

  • Supports the acquisition, deepening and retention of new and existing clients

  • Special assignments as requested

  • Community involvement as requested


  • High School Diploma or GED

  • Minimum of 2 years cash handling experience

  • Minimum of 3 years branch operations experience

  • Proficiency with Excel, Word and PowerPoint

  • Demonstrated ability to lead and coach branch personnel on compliance related issues

  • Strong knowledge of banking products, policies and procedures

  • Understanding of balance sheet (Profit and Loss) concepts

  • Superior communication skills including concise and clear written, verbal and presentation skills

  • Demonstrated experience with problem solving skills involving moderate to complex client issues

  • Strong detail orientation

  • Demonstrated organizational skills while managing multiple tasks

  • Ability to interact with business partners such as Key Investment Services, Mortgage and Business Banking sales professionals

  • A solid understanding of operations (audit, compliance, fraud, loss)

  • Physical Requirements: Prolonged standing (5-8 hours per day) may be required. Requires frequent travel within assigned area; must have own transportation.

  • Excellent ability to build interpersonal relationships

  • Working knowledge of branch network and internal support system


  • Undergraduate degree in business related field

  • Working knowledge of Teller21, Hogan, OLDS, CE Desktop


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 Community Bank serves individuals and small to midsized businesses from Maine to Alaska through our 15-state network of over 1,200 branches, 1,500 ATMs, telephone banking and robust online and mobile platforms. KeyBank s Consumer/Business Banking segment provides consumers and small business owners with straightforward banking solutions and personal finance expertise that helps them make confident financial decisions today and plan for tomorrow. Key Private Bank offers wealth planning that follows a consistent, disciplined approach guided by objective advice based on each unique situation. KeyBank Commercial Bank offers midsize business financial services that drive growth and profitability and help business owners identify new opportunities with products and services including deposit, cash management, investment services, commercial lending, equipment leasing, and asset-based lending.


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: 33839BR