Transmissions Group Leader - Commercial Onboarding and Servicing

Location:

JOB BRIEF (PURPOSE)

Our goal is to build a culture that is fanatical about ensuring clients are successful when leveraging Enterprise Payments & Analytics' (EP&A) products and solutions. The Commercial Onboarding & Servicing (COS) team is responsible for onboarding and servicing EP&A clients in the most efficient and client-centric manner and by maintaining a lens on continuous improvement. The ultimate outcome is to ensure clients are successful in achieving the value they expected by doing business with us, and become advocates of KeyBank in the process.

The Transmissions Team Leader will be a dynamic leader of a group of specialists who own all aspects of managed file transfers for commercial clients on a variety of different platforms, products, technology and standards supporting file transfers across all lines of businesses. As client demand continues to increase for directly integrated and embedded banking solutions, this critical role will help shape the future of our connectivity with commercial clients, while delivering operational excellence in a high paced technical environment day to day.

The team is responsible for new client onboarding, file testing and configuration, ongoing client maintenance and support, as well as supporting new product development efforts. While managing day to day excellence in delivery for this critical function, the leader is also expected to explore new process and procedure opportunities and continually seek improvement for the File Transmissions Domain by closely working with internal partners, including Product Management and Key Technology & Operations, as well as external vendors and industry groups. Transmissions events can range in product and process complexity and can span from small to large corporations. The team as a whole works on product installation / patching, consultations, support via rotating shifts, day to day support ensuring that agreed service levels and project deliverables are met with the expected level of quality, whilst adhering to established standards and best practices

ESSENTIAL JOB FUNCTIONS

• Lead a team of 10-15 highly skilled and geographically dispersed transmissions specialists who are accountable for ensuring on time and successful onboarding , configuration, and testing of new transmissions set ups as well as delivery of ongoing support for existing clients.
• May serve as subject matter expert for complex clients or solutions.
• Provide tactical leadership and direction to specialists through direct process management, including coaching, training and mentoring, policy and procedure development and implementation.
• Examine processes to identify opportunities for standardization or improvement.
• Develop, monitor and report out on ongoing KPIs to ensure team is working at optimal levels and providing a best-in-class client experience.
• Be an internal advocate for client and team member needs.
• Collaborate with key partners such as Business Development, Client Management, Operations, Product Management, etc. to ensure all stakeholders are enabled to execute effectively, processes are working as expected, and all parties are informed on team's progress, roadblocks, or changes.
• Oversee the dissemination and adoption of training and procedural resources or changes.
• Attract, develop, and retain a high performing, inclusive workforce. Cultivate talent through development planning, coaching, employee retention, performance management and recruiting new talent when necessary.

REQUIRED QUALIFICATIONS

• 5 years proven experience leading and managing teams in a payments, operations or a project management environment.
• 5 years experience with commercial payments products --or-other relevant experience.
• Bachelor's Degree or equivalent work experience.
• Demonstrated ability to lead teams across geographies while driving superior performance.
• An ability to champion and implement change, influence others, and foster teamwork.
• Effective written and verbal communication skills, including demonstrated ability to orchestrate and present information and recommendations at all levels within the organization, including senior leadership.
• Ability to lead, collaborate, and influence cross-functionally.
• Highly effective problem solver with a process improvement mindset.
• Excellent organizational skills and strong attention to detail with the ability to set priorities and handle difficult situations while maintaining strong personal relationships
• Detail oriented with strong follow through
• Intellectual curiosity

PREFERRED QUALIFICATIONS

• Project Management or Program Management experience
• Prior experience managing technical services and/or implementations
• *Knowledge of file transfer protocols (FTP, sFTP, AS2, HTTPS, Web Based File Transfer) and products
• Prior experience with business process automation solutions or FinTech solutions

EQUIPMENT USED/PHYSICAL REQUIREMENTS

• Salesforce.com/Service Cloud
• Microsoft Office Suite (Excel, Word, Power Point, Teams, etc.)
• Standard office equipment

Key has implemented a role-based Mobile by Design approach to our employee workspaces, dedicating space to those whose roles require specific workspaces, while providing flexible options for roles which are less dependent on assigned workspaces and can be performed effectively in a mobile environment. As a result, this role may be mobile or home based, which means you may work either at a home office or in a Key facility to perform your job duties.

This position is NOT eligible for employment visa sponsorship for non-U.S. citizens

COMPENSATION AND BENEFITS

This position is eligible to earn a base salary in the range of $110,000.00 to $120,000.00 annually depending on location and job-related factors such as level of experience. Compensation for this role also includes eligibility for short-term incentive compensation and deferred incentive compensation subject to individual and company performance.

Please click for a list of benefits for which this position is eligible.

Key has implemented a role-based Mobile by Design approach to our employee workspaces, dedicating space to those whose roles require specific workspaces, while providing flexible options for roles which are less dependent on assigned workspaces and can be performed effectively in a mobile environment. As a result, this role may be Mobile or Home-based, which means you may work primarily either at a home office or in a Key facility to perform your job duties.

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 .

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