Operations Department Manger (Commercial Real Estate Institutional Capital Group Servicing)

KeyBank•Brooklyn, OH

2d•$80,000 - $150,000•Hybrid

About The Position

Responsible for managing a team of professional staff and may include having managers as direct reports, servicing a portfolio consisting of a variety of products primarily for the Real Estate Institutional Capital Group Line of Business, supporting multiple production offices. Responsible for providing superior client service to both internal and external clients while maintaining risk management, compliance, bank policies and regulatory requirements as well as internal procedures and controls. Strong focus on continuous improvement and collaboration with closing manager and REC Sr. Manager. Client segment focus are public and private REITS, real estate private equity firms and advisers and real estate owners. The specialized healthcare team focuses on property financing needs of hospitals and senior housing owners and operators. Independently manage all aspects of team management, and portfolio needs. Strength and experience also required for problem solving and loan system processing including loan boarding, maintenance, data integrity etc. The position is responsible for a deep understanding of the business and end to end process.

Requirements

4-year College Degree or work experience
Minimum 5 years’ experience managing a team of professionals who service of non-owner occupied commercial real estate loans with heavy emphasis on syndication
Must have experience and understand bank operations, bank compliance, and direct experience with servicing commercial real estate and syndication portfolio
People & Performance Management – Oversees team performance, coaching, development, and engagement to meet organizational goals and elevate capability.
Risk Management & Control – Promotes proactive identification, assessment, mitigation, and transparent escalation of operational, client, and compliance risks.
Service Operations Excellence – Manages systems, workflows, and teams to deliver consistent, high‑quality client service and meet SLAs.
Results Orientation – Focuses on achieving target outcomes; sets clear metrics, tracks progress, and course‑corrects to deliver commitments.
Process Improvement & Optimization – Understands, monitors, and continuously improves processes for efficiency, quality, and scalability.
Client/Customer Experience (CX) – Measures and improves satisfaction and loyalty by resolving issues, acting on feedback, and balancing service with profitability.
Decision Making & Judgment – Analyzes situations, evaluates options (including ambiguous/incomplete data), and makes timely, well‑reasoned decisions.
Business Acumen – Applies knowledge of the business model, financial levers, competitors, and risk philosophy to guide day‑to‑day choices.
Clear Communication – Conveys and interprets information effectively—verbally and in writing—to align stakeholders and drive action.
Prioritization & Multitasking – Balances concurrent projects and responsibilities, sequencing work to meet deadlines and protect quality.
Conflict Management & Managerial Courage – Anticipates and resolves disagreements constructively; delivers candid feedback and seeks common ground.
Learning & Talent Development – Fosters continuous learning; builds skills through coaching, feedback, and knowledge sharing to lift team performance.
Strategic Leadership & Vision – Inspires teams with a clear purpose, links work to departmental/organizational vision, and motivates toward long‑term goals.
Cross‑Functional Collaboration – Works effectively across functions; engages the right stakeholders, shares information, and mobilizes teamwork to solve problems.
Change Leadership & Adaptability – Navigates change with agility; champions continuous improvement and helps others adapt to new processes and priorities.
General Office - Prolonged sitting, ability to communicate face to face in person or on the phone with teammates and clients, frequent use of PC/laptop, occasional lifting/pushing/pulling of backpacks, computer bags up to 10 lbs.

Nice To Haves

Financial services or regulated industry experience (preferred)
Familiarity with regulatory compliance, risk management, and financial performance oversight (preferred)

Responsibilities

Daily supervision of a team of Servicing Officers including assignment of duties, pipeline tracking and responsible for hiring, training and development
Provides expertise to team, lending team and others to support staff and may engage in client meetings, review of credit approvals, loan documents, etc.
Proven ability to prioritize and handle multiple tasks in a high-volume environment
Provides backup for servicing for team members.
Analyzes the appropriateness of waiver requests, negotiates accommodations for exceptions, and uses judgment to determine acceptability of requirements
Assimilates and analyzes information necessary to establish moderate to high complexity loans and disbursement controls on bank systems, including borrowing base availability.
Identifies exceptions and obtains appropriate approvals as necessary
Analyzes and facilitates rate, commitment, and collateral changes, loan payments, tax and insurance escrows, flood zone monitoring requirements, DDA/Cash management services, and payoff instruction
Maintain all aspects of DDA Restricted Collateral Accounts including account opening, disbursements, reconciliations, hold level maintenance and account closing.
Maintains data integrity of system of record including timely posting of transactions, on-boarding of new loans, processing modifications and amendments, and data information maintenance.
Clearly and immediately communicates problems/issues to Manager and/or RM
Forms alliance with RMs and lending team leadership to provide superior service to client base
Provides expertise to RMs on system requirements.
Proactively identifies and assists in resolving issues affecting client service and risk management
Provides expertise to others by thorough understanding of business requirements of clients and loan related transactions
Active participation in projects as needed including procedures, audits, training, initiatives
Delivers on successful outcomes of larger scale continuous improvement or technology driven projects.
Support ongoing initiatives to enhance commercial lending platform and servicing structure
Perform other duties as assigned; duties, responsibilities, and/or activities may change or new ones may be assigned at any time with or without notice.
Comply with all KeyBank policies and procedures, including acting professionally at all times, conducting business ethically, avoiding conflicts of interest, and acting in the best interests of Key’s clients and Key.