Leader, Commercial Onboarding Transformation

KeyBank • Brooklyn, OH

4h • $96,000 - $181,000 • Hybrid

About The Position

Commercial Onboarding and Servicing (COS) is an organization focused on delivering the highest level of service and support to KeyBank Commercial Clients. Within COS, the Onboarding Group is dedicated to providing post-sales solutioning, project management, implementation, and training to those commercial clients establishing new relationships with KeyBank or adding new services to existing relationships. This pivotal stage in the client lifecycle sets the initial impression of what a relationship with KeyBank will be like, and is critical to a client’s decision to expand their KeyBank relationship with additional products and services. The Onboarding Transformation team leads strategy and initiatives related to improving the client and employee experience within COS Onboarding, driving meaningful change to the process, technology, and people who bring KeyBank’s Commercial products and services to life for clients. As such, the Onboarding Transformation Process Engineer is responsible for short and long term process improvement initiatives identified by client or employee feedback. The Process Engineer ultimately owns their assigned projects from end to end, from discovery and planning through deployment and operationalization. The Process Engineer will concurrently manage multiple workstreams and activities as part of these initiatives, which can include process mapping, analysis, future state design, Minimum Viable Product (MVP) planning and execution and full launch of process or technology changes. The Process Engineer also identifies, tracks and evaluates metrics related to these initiatives to determine their success.

Requirements

• Bachelor's Degree with a minimum or 6-8 years of relevant work and industry experience
• Minimum 3+ years experience in the execution of process improvement, project management or business analysis
• Minimum 3+ years experience leading small teams in execution of process improvement or project management
• Possess strong process improvement, project management, negotiation, and analytical skills with a demonstrated application of those skills.
• Problem solving mentality that combines a lean improvement skillset and out of the box thinking to deliver client centric solutions.
• Effective written and verbal communication skills, including demonstrated ability to orchestrate and present information and recommendations (virtually or in person) at all levels within the organization, including senior leadership.
• Demonstrated horizontal collaboration across multiple stakeholders with internal partners including operations, onboarding, servicing, finance, sales, legal, compliance, and other internal and external partners including vendors, to develop consensus within the organization and to coordinate resources to support solution development and management.
• An ability to champion change, influence others, and foster teamwork in a cross-functional environment.
• Highly effective working independently with little supervision and comfortable making difficult decisions.
• Self-motivated with ability to participate effectively in a highly collaborative work team environment.
• Excellent organizational skills with the ability to set priorities and handle difficult situations while maintaining strong personal relationships.
• Detail oriented with strong follow through.
• Knowledge of Microsoft Office Programs including Word, Excel, PowerPoint and Project.

Nice To Haves

• Master’s of Business Administration, Operations Research, Project Management, or similar area of focus ( preferred)
• Treasury or banking experience (preferred)
• Lead the incorporation of AI into the client onboarding experience, embedding AI capabilities within core processes to improve efficiency, consistency, and client engagement. (Preferred)
• Project Management Professional (PMP) Certification (preferred)
• Experience in Lean Six Sigma or Agile Methodology (preferred)

Responsibilities

• Responsible for leading the Onboarding Transformation team; coaching, mentoring and developing the team members in their execution of continuous improvement initiatives and process optimization efforts for the Commercial Onboarding Journey.
• Provides strategic direction and support, working with partner leaders within and outside of COS to develop a vision of the Onboarding Journey, then prioritizing initiatives and projects in the pursuit of that vision to deliver value for stakeholders and improve effectiveness of the organization.
• Maintain visibility for COS leadership and partner organization leaders into priorities, progress, and challenges associated with initiatives in-flight or backlogged for future work
• Lead meetings with stakeholders, clearly defining the pain points or opportunities driving the initiative, target outcomes, measures of success and indicator metrics for clear understanding by all stakeholders.
• Analyze pain points, client and user feedback, and workflows to determine opportunities for improvement, areas that require further analysis and methods of assessing unknown variables that may limit ability to effectively design for improvements.
• Lead ideation with stakeholders for future state process design, documenting and effectively communicating process steps, dependencies, changes from current state, and risks associated with the designed process.
• Design Pilots/MVP processes to measure business impact, evaluate effectiveness of the designed process, and refine objectives and assumptions for iterative improvement and eventual launch.
• Partner with COS operational units and support elements to prepare and launch process changes across stakeholders.
• Create metrics, materials and presentations to build consensus, clarify expectations, and aid decision making related to initiatives.
• Initiate and conduct necessary research that may need to be done in conjunction with initiatives.
• Lead coordination of internal meetings, and any other required collaboration between internal/external groups to ensure all relevant parties are present and engaged.
• Adhere to all Risk policies and procedures.
• Limited travel required.

Benefits

• This position is eligible to earn a base salary in the range of $96,000.00 - $181,000.00 annually.
• Compensation for this role also includes eligibility for incentive compensation which may include production, commission, and/or discretionary incentives.

What This Job Offers

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