Time left to apply: End Date: November 22, 2024 (8 days left to apply)
Job Requisition ID: R-28645
Location: 3893 Skippack Pike - Skippack, Pennsylvania 19474
Job Summary
Be a problem solver, trusted advisor, and partner to the people and businesses in our Key Bank communities. The Experience Leader (EL) is responsible for client and teammate experience through strategic partnerships with the Market Retail Leader (MRL) or Area Retail Leader (ARL) for assigned areas. The EL influences behaviors and provides observational coaching and support to Branch teams with a strong focus on elevating client experience. ELs have a talent mindset and take a leadership role in onboarding and developing teammates within their areas and across the broader region. The EL is accountable for scheduling oversight of branch staffing levels across assigned areas and for direct management of float staff and on-call teller schedules. Identifies continuous improvement opportunities to better serve clients and to ensure a high level of teammate engagement. The EL effectively manages complex client issues and complaint resolution with timely escalation to proper channels.
Responsibilities Embodies a strong client experience culture, being present with every client and teammate and realizing the impact we can have on their day, personally, professionally, and financially. Monitors the client experience trends (quantitative and qualitative) in Area and incorporates Market/Regional trends in analysis of results; acts as a resource to identify and resolve client experience issues. Takes ownership of the employee experience within their Areas, coaching, inspiring, and motivating a highly engaged team, establishing clear expectations, developing team and talent on behavioral competencies that enable best in class performance. Leads internal development programs within their Area and Region; Identifies opportunities for continuing education and talent development of branch staff; Assists with onboarding retail new hires and promotions within the area, partnering with training branches to ensure a seamless teammate experience. Supports Human Capital processes across their span of responsibility, partnering with MRL or ARL in building and executing the Area talent strategy. Regular in-person Branch visits with a focus on client experience to observe, identify insights, attend Huddle meetings, and provide guidance to Branch Manager. Drives adoption and consistency of enterprise initiatives across Areas by influencing behaviors and providing observations for branches based on current client experience performance. Provides change leadership in partnership with the Centralized Team, MRL or ARL to help implement, execute, and reinforce critical changes within the branch network. Partners with the Centralized Team for robbery response, providing in-person support to the branch teams when required. Performs other duties as assigned; duties, responsibilities, and/or activities may change or new ones may be assigned at any time with or without notice. Complies with all KeyBank policies and procedures, conducting business ethically, and acting in the best interests of Key's clients and Key. Education Qualifications High School Diploma, GED, or equivalent experience (required) Bachelor's Degree (preferred) Experience Qualifications 3+ years Experience in retail banking with a strong knowledge of banking products, policies, and procedures (required) 3+ years Demonstrated ability to lead, develop, and motivate branch teammates (required) 3+ years Demonstrated ability to leverage existing data points through employee engagement results, client insights, and enterprise client experience insights to identify pain points and take action (required) Ability to interact and build interpersonal relationships within Retail and across business functions (required) Demonstrated ability to effectively communicate and possess strong public speaking skills (required) Tactical Skills Ability to effectively communicate and possess strong public speaking skills Proven leadership skill and presence Ability to lead effectively in situations without direct control (influential leadership) Demonstrated ability to collaborate vertically and horizontally across multiple stakeholders and lines of business. Personal Skills Adaptability: Helps others adapt to changing environments. Collaboration: Supports a culture of collaboration and implements methods for people to come together. Critical Thinking: The ability to evaluate past performance for future insights. Decision Making: The ability to seek input from various sources and communicate decisions confidently. Emotional Intelligence: Identifies non-verbal emotional indicators in others. Practical Skills Business Acumen: Demonstrates a big picture understanding of the business. Oral & Written Communication: Develops a clear, complete understanding of needs and problems. Risk Management: Establishes business-specific risk management benchmarks. Analytical Thinking: Identifies any possible causes for a problem based on prior experience. Change Navigation: Introduces change initiatives that target continuous improvement. Core Competencies All KeyBank employees are expected to demonstrate Key's Values and sustain proficiency in identified Leadership Competencies. Physical Demands Ability to communicate face to face and on the phone with clients; frequent lifting of 1 – 10 lbs. Travel Occasional travel to include overnight stay. Driving Requirements May need to drive to multiple locations in a single day; ability to operate a motor vehicle with a valid driver's license required. Job Posting Expiration Date: 11/22/2024
KeyCorp is an Equal Opportunity and Affirmative Action Employer committed to building a diverse, equitable and inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or other protected category.
Qualified individuals with disabilities or disabled veterans who are unable or limited in their ability to apply on this site may request reasonable accommodations by emailing ******** .
Headquartered in Cleveland, Ohio, KeyCorp (Key) is one of the nation's largest financial services companies. Key provides investment management, retail and commercial banking, consumer finance and investment banking products to individuals and companies throughout the United States.
At Key, we've made a promise to our clients that they will always have a champion in us. To deliver on that promise, we're committed to building a team of engaged employees who do the right thing for our clients and help them achieve their financial goals each and every day.
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