Area Retail Leader

KeyBank • Yakima, WA

1d • Onsite

About The Position

The Area Retail Leader (ARL) is responsible for sales, service, and financial leadership across multiple branches in a defined geographic area. The role drives performance through regular in-person branch visits, observation and coaching of Branch Managers and their direct reports, joint calling, and revenue-generation activities. The ARL partners with other lines of business to deliver distinctive client service and achieve area sales and financial results.

The ARL leads client and teammate experiences across the area, aligning branch activity with strategic goals and fostering excellence and engagement through connection, inclusion, coaching, and recognition. In partnership with Centralized Retail Support, the ARL supports operational efficiency, risk management, and compliance. The role oversees recruiting, hiring, training, and supervision of Branch Managers and their teams, including adherence to branch staffing models.

The position is the primary risk manager for the area and is accountable for client growth, branch profitability, talent development, and client experience. It builds partnerships with business and financial-service partners, monitors client feedback and experience metrics, and advocates for improvements to tools, processes, and policies that affect clients. The role is office-based and includes occasional travel, potentially with overnight stays, and may require driving between locations.

Requirements

• High school diploma, GED, or equivalent experience.
• At least 5 years of branch management experience.
• At least 5 years of leadership experience in financial services, focused on successful sales teams.
• Demonstrated ability to communicate effectively and strong public speaking skills.
• Strong business acumen, including understanding of financial statements and P&L, credit and lending practices, and business banking.
• Ability to develop and execute sales plans and lead teams to sales and service success, including coaching sales staff to meet goals.
• Ability to build trusted partnerships with leadership, lines of business, stakeholders, and internal and external centers of influence.
• Proven leadership ability to set and communicate clear goals, inspire and hold people accountable, and develop others.
• Ability to address conflict, demonstrate managerial courage, and confidently deliver difficult messages.
• Ability to analyze data and trends, make informed decisions, and develop business strategies.
• Ability to create strategic plans, set objectives, and align team efforts with business goals.
• Ability to prioritize client needs and ensure branches provide service that supports client satisfaction and loyalty.
• Ability to take ownership of branch performance and hold teammates accountable for responsibilities and goals.
• Ability to oversee consumer banking services and ensure branches provide comprehensive banking solutions.
• Ability to manage multiple responsibilities and prioritize tasks to support smooth branch operations.
• Ability to evaluate complex situations, make effective decisions, and develop creative solutions.
• Ability to communicate face-to-face and by phone; frequent hand use to manipulate or grasp objects; occasional bending and lifting from floor height; frequent lifting of 1–10 pounds and occasional lifting of up to 30 pounds.
• May need to drive to multiple locations in a single day; a valid driver's license and ability to operate a motor vehicle are required.
• All KeyBank employees are expected to demonstrate Key’s Values and abide by Key’s Code of Conduct.

Nice To Haves

• Bachelor's degree.
• Multi-site management experience.

Responsibilities

• Lead sales, service, and financial performance across multiple branches in a defined geographic area.
• Conduct regular in-person branch visits, observe and coach Branch Managers and their direct reports, and partner with managers on joint calling and sales-generation activities.
• Grow business through client retention, expansion, and acquisition, and lead branch teams to meet activity, behavior, sales, service, and outcome expectations.
• Ensure branch teams use appropriate sales and service processes and meet client growth and profitability goals.
• Build, coach, develop, lead, and motivate Branch Managers and their teams; support their understanding of client needs, financial solutions, products, services, sales processes, and the competitive landscape.
• Oversee recruiting, hiring, training, performance management, talent development, and retention, and ensure adherence to branch staffing models.
• Use observational coaching, joint sales calls, professional development plans, skills assessments, training tools, and recognition to develop teammates and improve performance.
• Partner with other lines of business, the Regional Retail Leader, the Regional Onboarding Specialist, and Centralized Retail Support to develop area strategies and implement network initiatives.
• Collaborate with Business Banking and Private Bank Relationship Managers, Key Investment Services Financial Advisors, Key Private Client Leaders, and Mortgage Loan Officers on area strategies and coaching.
• Communicate corporate, segment, and district strategies, encourage two-way dialogue, and promote collaboration and sharing of best practices.
• Act as the primary risk manager for the area by ensuring compliance with operational, regulatory, and security standards; identify, mitigate, and escalate risks and promote risk awareness.
• Monitor client experience metrics and feedback, coach teams using those insights, and drive continuous improvement.
• Represent the client perspective in the market and advocate for enhancements to tools, processes, and policies affecting the client journey.
• Comply with KeyBank policies and procedures, conduct business ethically, avoid conflicts of interest, and act in the best interests of clients and Key.
• Perform other duties as assigned; duties, responsibilities, and activities may change.

Benefits

• Eligible for incentive compensation, which may include production, commission, and/or discretionary incentives.
• Benefits are available to eligible employees; the specific benefits are referenced in a separate benefits list.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED