Key Private Bank Team Lead Associate

KeyBank • Pepper Pike, OH

3d • Hybrid

About The Position

The Key Private Bank Team Lead Associate manages associate roles on the Key Private Bank (KPB) sales team to ensure high-quality client service, sales support, operational excellence, and compliance with procedures. The role supports the KPB Sales Leader and works closely with them to improve operational effectiveness and client experience while supporting client relationships and sales delivery. It develops the associate team to deliver consistent results in client experience, service, sales support, and change management. The position reports to the Regional Associate Team Lead.

The role supervises local-market associates, coordinates work across the KPB Sales Team, Wealth Services, and centralized support teams, and ensures client activities are followed through with proactive communication. It hires, onboards, trains, coaches, schedules, and develops associates; provides coverage as needed; and maintains effective staffing and backup plans.

The Team Lead Associate manages operational and compliance activities, resolves client-service issues, maintains data integrity, monitors required documentation and account matters, and reports significant issues or client developments to appropriate leaders. It supports the Sales Leader with reporting and sales processes, oversees onboarding and transitions, and coordinates client presentations and correspondence. The role also champions change, completes and supports required training, contributes to operational forums and administration teams, and works with internal partners to ensure timely, high-quality administration of fiduciary accounts and a seamless client experience.

The position is based at 30100 Chagrin Blvd, Pepper Pike, Ohio. Key prioritizes in-office presence while offering flexible options when the role can be performed effectively in a mobile environment. The stated base salary range is $69,000–$105,000 annually, with eligibility for incentive compensation. Placement in the range may depend on skills, experience, and geographic location.

Requirements

• Bachelor's degree or equivalent experience.
• At least five years of related work experience, or an equivalent combination of work and educational background.
• In-depth knowledge of financial products and services.
• Strong credit and fiduciary acumen.
• Demonstrated client-service, communication, and problem-resolution skills, including handling client, prospect, and Center of Influence inquiries and relationships.
• Strong organizational skills, including the ability to balance requests and prioritize work efficiently while supporting multiple people.
• Ability to collaborate effectively in a team environment.
• Ability to work independently, make decisions, and manage client relationships while handling competing priorities.
• Ability to multitask, change direction quickly, and work independently.
• Ability to exercise discretion when accessing and handling highly sensitive information.
• Demonstrated attention to detail.
• Ability to learn and use proprietary software, databases, and systems.
• Proficiency in all Microsoft Office applications.
• Understanding of and adherence to the Bank Secrecy Act (BSA) and Anti-Money Laundering (AML) requirements.
• Strong understanding of applicable federal and state laws and compliance regulations.
• Leadership skills that foster a professional team atmosphere, open expression of ideas, and adoption of business objectives.
• People-management skills, including engaging and developing a team, promoting collaboration, resolving conflict, sharing knowledge, recognizing contributions, and leveraging individual strengths.
• Client focus and ability to build and maintain effective client relationships and trust.
• Effective time management, organization, problem solving, personal effectiveness, and communication skills.
• Adaptability and courage in addressing conflict, giving and receiving constructive feedback, and leading through change.
• Ability to drive results in a fast-paced environment and maintain productive working relationships.

Responsibilities

• Supervise local-market associate staff and coordinate end-to-end client activities with the KPB Sales Team, Wealth Services, and centralized support teams.
• Ensure client requests and activities are acknowledged, assigned estimated completion times, and followed through to completion.
• Develop a thorough understanding of Client Experience Associate and Client Strategist Associate roles to support seamless client delivery.
• Train and coach associates; hire, recruit, onboard, and develop staff; administer performance reviews and development plans for direct reports.
• Plan staffing and backup coverage, schedule and allocate work, and provide coverage for Client Strategists and Client Experience Associates as needed.
• Identify and lead resolution of internal and external client-service issues, including complex errors, and follow up with clients to confirm satisfactory resolution.
• Adhere to corporate, Line of Business, audit, and compliance standards; maintain monthly self-assessment testing and oversee required compliance tests and training.
• Monitor office signage, new-account documentation, NSF and overdraft matters, general ledger transactions, loan-document exceptions, past-due commercial loans, and fiduciary requirements.
• Report significant issues to the Regional Associate Team Lead or KPB National Service Leader and significant client developments to the Sales Leader.
• Support the Sales Leader with sales reporting and tracking; delegate office duties such as supply ordering, mail, and cashier-check audits.
• Maintain accurate client data, approve client transitions, and serve as the team's point person for client data integrity.
• Support the KPB sales process and oversee or execute new-client onboarding, officer transitions, and service reviews.
• Understand and support Investment Management & Trust onboarding, account pre-acceptance, new-account paperwork, asset collection, new-account and loan procedures, and credit approval and loan documentation processes.
• Use Salesforce and other available tools and resources, including Wealth Direction and KeyPad, to support client experience and data quality.
• Coordinate preparation of sales-team presentation materials and correspondence.
• Champion, implement, execute, and reinforce changes within the KPB segment and applicable KeyBank Branch Operations processes.
• Complete role-specific coursework and ensure local and regional KPB staff complete required learning-plan coursework and risk training by deadlines.
• Participate in KPB operational forums and other training opportunities; assist with peer training and serve as a resource on processing situations and projects.
• Identify opportunities to improve KPB operational efficiency, propose solutions, and escalate issues when appropriate.
• Build effective working relationships with team members, Wealth Services, the Fiduciary Control Group, and centralized support areas to support timely, high-quality fiduciary-account administration.
• Manage employee, peer, and Line of Business partner conflicts effectively.

Benefits

• Eligible for incentive compensation, which may include production, commission, and/or discretionary incentives.
• Eligible for company benefits; specific benefits are not detailed in the posting.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager