Operations Section Manager, Commercial Credit Servicing

KeyBank • Brooklyn, OH

10h • $63,000 - $96,000 • Hybrid

About The Position

The Operations Section Manager leads and develops a team of commercial servicing professionals responsible for accurate, timely, high-quality support while managing risk and meeting service commitments. The role oversees daily operations and workflow across multiple commercial teams, coaches and develops employees, handles complex servicing needs, drives continuous improvement, leads through change, and builds partnerships across teams and locations. The position supports both remote and on-site work environments and is based in a hybrid setting requiring at least two days in the office.

The manager is accountable for team productivity, quality, service levels, and compliance with bank policies and government regulations. The role includes implementing policies, procedures, and training; managing exceptions and controls; improving customer experience and operational efficiency; and communicating with internal and external clients and other affected groups. The manager also makes human-capital decisions and carries out projects that support the division’s financial and strategic objectives.

The position requires a BS/BA in a business-related field or equivalent work experience. A business-related degree is preferred. Candidates should have at least three years of management, leadership, or team-lead experience, preferably in commercial or operations work within financial services, and knowledge of commercial loan requirements, commercial credit policies and products, loan accounting systems, and legal documents. The role also calls for advanced PC and Microsoft Office skills, change leadership, strategic initiative experience, and strong communication, problem-solving, organization, team-building, delegation, and decision-making skills.

The work environment is a general office. Physical demands include prolonged sitting, communicating face to face or by phone, frequent computer use, and occasional lifting, pushing, or pulling of computer bags or backpacks weighing up to 10 pounds. The position offers a base salary range of $63,000 to $96,000 annually and eligibility for incentive compensation, which may include production, commission, and/or discretionary incentives. Benefits eligibility is referenced, but specific benefits are not listed.

Requirements

• At least 3 years of management, leadership, or team-lead experience, preferably in a commercial and/or operations function within financial services.
• Advanced PC skills and ability to use Microsoft Office Suite, including Word, Excel, PowerPoint, Access, and Teams.
• Knowledge of regulatory compliance related to commercial loan requirements.
• Knowledge of commercial credit policies and products.
• Functional knowledge of loan accounting systems such as Loan IQ and CLS/CL3.
• High degree of competence in reading and interpreting legal documents.
• Proven experience leading change, influencing others, and directing strategic initiatives.
• BS/BA in a business-related field or equivalent work experience; a business-related degree is preferred.
• Ability to evaluate complex issues, identify effective solutions, and resolve challenges.
• Clear, professional, and effective written and oral communication.
• Strong time management and organizational skills.
• Ability to make strategic decisions after obtaining appropriate input.
• Ability to build effective teams, foster open dialogue and belonging, share success, and hold people accountable.
• Ability to facilitate and direct change.
• Ability to delegate tasks and decisions and share responsibility and accountability.
• Commitment to quality and ongoing improvement.
• Ability to provide candid, direct, complete, and actionable feedback.
• Business acumen and ability to build partnerships.
• Ability to assign responsibility, set objectives, monitor performance and results, and establish feedback loops.
• All KeyBank employees are expected to demonstrate Key’s Values and sustain proficiency in identified Leadership Competencies.

Nice To Haves

• Prior experience in a financial institution.
• Project management experience across multiple initiatives.
• BS/BA in a business-related field.

Responsibilities

• Select, develop, and lead a skilled, inclusive, and motivated team of commercial servicing professionals, supporting their career growth and ownership.
• Supervise employees in accordance with Key’s personnel policies and use coaching to build team competencies and performance.
• Serve as a consultant to team members regarding business and personal circumstances.
• Model desired leadership and team behaviors, reinforce consistent follow-through, and buffer the team from influences that could harm its effectiveness.
• Execute human-capital decisions and projects that support the division’s financial goals.
• Implement new bank policies and procedures promptly, ensure relevant training and issue resolution, and obtain cross-site approval for policy or procedural changes.
• Oversee daily activities for multiple commercial teams, promoting quality control and adherence to bank standards and policies.
• Organize workflow and delegate work to meet service-level agreements and provide quality customer service.
• Manage the day-to-day activities of a function or product within a defined area and deliver service excellence to internal partners and/or customers.
• Monitor individual and team performance against client expectations and make performance information readily available to teams.
• Help teams maintain production quality and quantity within the approved budget; achieve productivity, quality, and service-level goals.
• Ensure exceptions and errors are addressed promptly and followed up thoroughly.
• Coach the team to identify risk and trends and to develop and implement solutions for service exceptions.
• Understand operational risk and implement or test procedural controls to ensure compliance with government regulations and bank policies.
• Analyze and implement strategies to improve customer experience, reduce cycle time, and increase efficiency.
• Develop teams to identify and pursue opportunities to improve operational efficiency, reduce overhead, and minimize turnover.
• Implement projects and continuous-improvement initiatives aligned with strategic objectives.
• Identify customer needs and lead efforts to better serve internal and external clients within the team’s responsibilities.
• Ensure appropriate communications reach all affected areas, including department managers, process liaisons, associates, and internal and external clients.
• Gather the information, tools, and resources teams need and work to remove barriers to team effectiveness.
• Motivate employees and reinforce team culture through effective communication.
• Perform other duties as assigned and comply with KeyBank policies and procedures, acting professionally and ethically, avoiding conflicts of interest, and acting in the best interests of Key and its clients.

Benefits

• Eligible for incentive compensation, which may include production, commission, and/or discretionary incentives.
• Benefits eligibility is indicated; specific benefits are not listed.

What This Job Offers

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