Market Experience Leader

Location:

1675 Broadway - Denver, Colorado 80202

Job Summary
Be a problem solver, trusted advisor, and partner to the people and businesses in our Key Bank communities. The Market Experience Leader (MEL) partners closely with Market and/or Regional Leadership to drive an exceptional client experience and continuous improvement opportunities for both client and teammate experience. MELs are responsible for providing direct leadership to Experience Leaders (ELs), as well as supporting an Area of branches, as assigned. The MEL coaches their EL team to deliver consistent and high caliber results in client and teammate experience, change management, and strategic partnerships to influence results in the Market. MELs work directly with the Centralized Team, Retail Experience Territory Leaders (RETLs), Regional Retail Leaders (RRLs), Market Retail Leaders (MRLs), and Area Retail Leaders (ARLs) in assigned geographies to define Market-level strategies that drive client experience, teammate engagement, and change management. Accountable for scheduling oversight of branch staffing levels across assigned areas and for direct management of float staff and on-call teller schedules. At KeyBank, we believe it's our opportunity and our privilege to help our clients move forward in their financial journey. We take pride in serving our clients and making them feel that no bank will fight harder for them.

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
• Provides oversight of Client Experience in assigned Areas and Markets, monitors trends (quantitative and qualitative), provides analysis and recommendations for improvements; Acts as a resource to identify and resolve client experience issues
• Takes ownership of the employee experience within their Areas and Market, coaching, inspiring, and motivating a highly engaged team, establishing clear expectations, developing team and talent on behavioral competencies that enable best in class performance; Develops their EL team to effectively coach and influence branch performance.
• Leads internal development programs within their Area and Region; Identifies opportunities for continuing education and talent development of branch staff, including bench strength and succession planning; Assists with onboarding retail new hires and promotions within the Area and Market, partnering with training branches to ensure a seamless teammate experience; Highly engaged and focused on the team’s engagement; Understand their teams and individual motivators.
• Supports Human Capital processes across their span of responsibility, partnering with Leadership in building and executing the Area and Market talent strategy - fostering an environment that encourages and supports diversity and inclusion through recruiting, employee skill development, career progression, goal setting, performance management, employee engagement and delivering a pay for performance culture.
• Acts as a change champion, leads by example to foster a culture that embraces change and continuous improvement; Influences the implementation, execution, and reinforcement of critical changes within the Retail Network; Keeps focus on the client and teammate experience
• Makes regular in-person Branch visits, completes observational coaching of ELs and Branch Teams, understands local needs in the Areas/Markets and tailor strategies to meet those needs
• Partners with the Centralized Team for robbery response, providing in-person support to the branch teams when required, and for Branch Consolidations and Closures, providing field support as needed.
• 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.

Education Qualifications

• High School Diploma GED or equivalent experience (required)
• Bachelor's Degree (preferred)

Experience Qualifications

• 5+ years Demonstrated ability to lead, develop, and motivate, providing mentoring, coaching, and training as needed to leaders and Branch teams. (required)
• 5+ years Experience in Retail Management with a strong knowledge of banking products, policies and procedures, and balance sheet (Profit and Loss) concepts (required)
• 5+ years Experience demonstrated ability to leverage existing data points through employee engagement results, client insights, employee forums and enterprise client experience insights t