Sr. Technology Director- Conversational AI & Enterprise Servicing Platform

Location:

4910 Tiedeman Road - Brooklyn, Ohio 44144

ABOUT THE JOB (JOB BRIEF)

The Business Technology Executive utilizes broad technology, organizational and business industry expertise, combined with strategic leadership and effective business partnering skills, to influence partners and lead multi-dimensional teams in designing, developing, implementing, and maintaining a set of interrelated technology platforms that advance the strategic technology and operational objectives of multiple lines of business or functions.

This position will lead a team of ~50 team members and contractors responsible for multiple platforms and functions, including, but not limited to:

• Quest Enterprise Servicing Platform (QST) which is the enterprise servicing platform used by Contact Centers, Branches and Back Office Agents to service Consumer and Commercial clients.
• The Conversational AI Interaction Hub (CUB) which is the integration and orchestration layer for Voice and Chat client experiences and is the platform for our Voice Bots and Chat Bots.
• KeyPro which is our online policies and procedures repository used by multiple lines of business.
• Responsible for overseeing delivery and support of mission critical applications

ESSENTIAL JOB FUNCTIONS

• Sets strategic direction and manages, from a capacity and resource standpoint, a large, complex technology portfolio that spans several domains and requires frequent interaction, collaboration, and influence across several groups and technologies.
• Utilizes broad technology, organizational, and business industry expertise, combined with strategic leadership and effective business partnering to influence business strategy.
• Designs and delivers technology solutions to support and drive business objectives.
• Aligns resources against capacity to build, advocate for and maintain the technology strategy for multiple lines of business that advances the business' strategic objectives and aligns and influences the enterprise's architectural standards.
• Brings emerging technologies and methodologies into the organization to assess potential and use cases.
• Demonstrates thought leadership and continuous learning.
• Oversees and advocates for the implementation of one or more technology programs, which often span several years and require senior and executive level sponsorship and steering committee approval; ensures all investments are delivered in alignment with the applicable measures of success and milestones and management methodology, meeting or exceeding expectations; manage short and long term roadmaps, predict and manage resource requirements, set appropriate budgets, while communicating appropriate updates on work progression, budget, risk mitigation and instilling confidence in the strategic technology objectives of the businesses.
• Ensures effective management of production support of applications and appropriate communications around issues, impacts to the business or function, remediation, and SLAs.
• Designs, leads, and ensures the effective execution of multi-dimensional teams, serving as an ambassador for industry leading recruitment of top talent, talent development, performance management and team building. Acts as a talent magnet for attracting and developing internal and external talent.
• Works autonomously with demonstration of Key leadership competencies; organized, self-disciplined; influences and challenges broadly across the organization; makes tough decisions in a timely manner.
• 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, including without limitation, acting professionally at all times, conducting business ethically, avoiding conflicts of interest, and acting in the best interests of Key’s clients and Key.

REQUIRED QUALIFICATIONS          

• Bachelor’s degree in information technology, computer science, management information systems, engineering or a related field or equivalent work experience.
• Minimum of 10 years of progressive experience in managing technology initiatives across one or two domains​.
• Adaptability: ability to pivot in a fast-paced, everchanging environment​
• Influence: ability to impact decisions within their domain​
• Strategic Thinking: Knowledge of the importance of "big picture" thinking and planning; ability to apply organizational acumen and competitiveness to identify and maintain focus on key success factors for the organization.​
• Decision Making & Critical Thinking:  Knowledge of the decision-making process and associated tools and techniques; ability to accurately analyze situations and