WhitePlainsRecruiter Since 2001
the smart solution for White Plains jobs

Experience Leader

Company: KeyBank
Location: White Plains
Posted on: January 12, 2021

Job Description:

ABOUT THE JOB (JOB BRIEF): The Experience Leader (EL) reports to the Market Experience Leader (MEL) or Retail Experience Leader (REL) and is responsible for client experience, change management and strategic partnerships with Area Retail Leader (ARL) within assigned area. The EL directly champions self-service for transaction migration as well as Digital Financial Wellness. Responsible for influencing behaviors and provides observational coaching for Branches based on current sales performance and client experience scores. Accountable for scheduling oversight of branch staffing levels across assigned area. Direct management of float staff and on-call teller schedules. This role also provides quality control over branch operations to ensure compliance with regulatory obligations, security and internal controls, and best practices for minimization of operational risk. Identifies continuous improvement opportunities of operational efficiencies to better serve clients. The EL effectively manages complex client issues and complaint resolution with timely escalation to proper channels. ESSENTIAL JOB FUNCTIONS: Client Experience: ---Monitors the client experience trends (quantitative and qualitative) in Area and incorporates Market/Regional trends in analysis of results---Coaches and influences branch performance by sharing related best practices at Branch and Area level---Drives adoption and consistency of enterprise initiatives across Area by influencing behaviors and providing observations for branches based on current performance---Inspects Client Service Action Plans and partners with ARL/REL on results and next steps---Coaches to the Utilization of our Digital Financial Wellness Experience Change Management: ---Provides change leadership in partnership with ARL to help implement, execute, and reinforce critical changes within the branch network; keeps pulse on employee adoption and escalates feedback and observations as needed---Drives adoption and consistency across Area of enterprise initiatives; Acts as a champion for transaction migration and Digital Financial Wellness---Brings to life change management knowledge for employees and clients through observational coaching---Identifies opportunities for continuing education and talent development of branch staff---Partners with ARL on creation and execution of employee engagement action plans Risk, Loss Prevention and Compliance:---Interprets and provides guidance to branch staff on Key's policies, procedures, and best practices to ensure compliance of regulatory, security, loss prevention and internal controls.---Provides observational coaching to the branch on how to reduce operational exceptions and maintain branch physical security standards.---Affects policy and performance through identification and escalation of operational issues and partnering with Retail Analyst Team for area RAD trends.---Responds to robberies and provides reporting to MEL, REL, ARL and RRL accordingly; Serves as liaison with the disaster recovery group supporting the execution of the plan when required.---Liaison with FCI and the Fraud department to minimize losses. Supports Market leadership and FCI's in addressing controllable losses and related findings including employee responsibility for controllable losses and/or employee violations. Looks for training opportunities to reduce future losses.---Handles GRC, ECR and legal inquiries and responses Branch Alignment and Efficiency:---Regular in-person Branch visits to observe, identify trends, attend Huddle meetings and provide guidance (show coach) to Branch Manager; through interactions, identify trends and opportunites at Area Level---Direct Management of float staff and on-call teller schedules---Focuses on consistency of operational processes and acts as a resource for complex inquiries---Assists with escalated branch facility issues that hinder branch operations---Monitors area performance in operational metrics and makes improvement recommendations---Assumes Area responsibility for communicating consistent operations updates, changes and processes---Responsible for interviewing, training, coaching and scheduling of new tellers and lead tellers---Assists with onboarding retail new hires in the area, including training on regulatory obligations, security and internal controls, and best practices for minimization of operational risk---Provides feedback to Branch Manager for performance evaluation including recommendations for discipline and discharge.---Supports, monitors and coaches employees' adherence to Performance Standards---Ensures coverages during turnover of branch staff, as needed REQUIRED QUALIFICATIONS: --- Demonstrated ability to lead and show coach branch employees---Demonstrated experience with problem solving skills involving moderate to complex client issues---Superior communication skills including concise and clear written, verbal and presentation skills---Ability to interact and build interpersonal relationships within Retail and across business functions such as Key Investment Services, Home Lending and Business Banking---Understanding of balance sheet (Profit and Loss) concepts; strong knowledge of banking products, policies and procedures ---Strong detail orientation and demonstrated organizational skills while managing multiple tasks and branches---A solid understanding of operations (audit, compliance, fraud, loss)---Working knowledge of branch network and internal support system---High School Diploma or GED---Proficiency with Excel, Word and PowerPoint---Physical Requirements: Prolonged standing (5-8 hours per day) may be required. Requires frequent travel within assigned area; must have own transportation. PREFFERED QUALIFICATIONS:FLSA STATUS:KeyCorp is an Equal Opportunity and Affirmative Action Employer committed to engaging a diverse workforce and sustaining an inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Keywords: KeyBank, White Plains , Experience Leader, Other , White Plains, New York

Click here to apply!

Didn't find what you're looking for? Search again!

I'm looking for
in category
within


Other Other Jobs


Hicksville GMAT Tutor Jobs
Description: Hicksville GMAT Tutor Jobs Varsity Tutors is always looking for bright individuals in Hicksville who are passionate
Company: Varsity Tutors
Location: Hicksville
Posted on: 01/24/2021

White Plains Middle School Math Tutor Jobs
Description: White Plains Middle School Math Tutor Jobs Varsity Tutors has students in White Plains looking for Middle School Math tutoring. Varsity Tutors is a live learning platform that connects tutors with (more...)
Company: Varsity Tutors
Location: White Plains
Posted on: 01/24/2021

Utilization Review Clinician
Description: Job Description Job Schedule: Full Time Standard Hours: 40 Job Shift: Shift 1 Shift
Company: Hartford HealthCare
Location: Westport
Posted on: 01/24/2021


Hicksville AP Chemistry Tutor Jobs
Description: Hicksville AP Chemistry Tutor Jobs Varsity Tutors has students in Hicksville looking for AP Chemistry tutoring. Varsity Tutors is a live learning platform that connects tutors
Company: Varsity Tutors
Location: Hicksville
Posted on: 01/24/2021

Levittown Real Estate License Tutor Jobs
Description: Levittown Real Estate License Tutor Jobs Varsity Tutors has students in Levittown looking for Real Estate License exam tutoring. Varsity Tutors is a live learning platform that connects
Company: Varsity Tutors
Location: Levittown
Posted on: 01/24/2021

White Plains Organic Chemistry Tutor Jobs
Description: White Plains Organic Chemistry Tutor Jobs Varsity Tutors has students in White Plains looking for Organic Chemistry tutoring. Varsity Tutors is a live learning platform that connects tutors with students (more...)
Company: Varsity Tutors
Location: White Plains
Posted on: 01/24/2021

Public Safety Officer
Description: Description Job Schedule: Part Time Standard Hours: 16 Job Shift: Shift 3 Shift Details: this is an 11p-730a shift at the Westport Campus. Friday and Saturday nights additional hours as needed or required (more...)
Company: Hartford HealthCare
Location: Westport
Posted on: 01/24/2021

Levittown College Economics Tutor Jobs
Description: Levittown College Economics Tutor Jobs Varsity Tutors has students in Levittown looking for College Economics tutoring. Varsity Tutors is a live learning platform that connects
Company: Varsity Tutors
Location: Levittown
Posted on: 01/24/2021

Hicksville Calculus 1 Tutor Jobs
Description: Hicksville Calculus 1 Tutor Jobs Varsity Tutors has students in Hicksville looking for Calculus 1 tutoring. Varsity Tutors is a live learning platform that connects tutors with students to provide (more...)
Company: Varsity Tutors
Location: Hicksville
Posted on: 01/24/2021

Hicksville Japanese Tutor Jobs
Description: Hicksville Japanese Tutor Jobs Varsity Tutors has students in Hicksville looking for Japanese tutoring. Varsity Tutors is a live learning platform that connects tutors with
Company: Varsity Tutors
Location: Hicksville
Posted on: 01/24/2021

Log In or Create An Account

Get the latest New York jobs by following @recnetNY on Twitter!

White Plains RSS job feeds