Operations Section Manager (Commercial Documentation Preparation Team)

Location:

4224 Ridge Lea Road - Amherst, New York 14226

Qualified candidates must report to the office 1-2 days per week at either the Brooklyn, OH (Tiedeman) or Amherst, NY (Ridge Lee) location.

Job Brief

The incumbent manages a staff that will work together as a team to support their particular loan servicing responsibilities.  The incumbent will be responsible for ensuring that the level of service provided is of optimum quality while continually practicing process improvements in tandem with continuous improvement.  This position is committed to providing challenges and opportunities for all team members and to fully support the bank's loan growth and financial goals. The successful Section Manager assumes a leadership role in identifying customer needs and determining/developing new procedures to better service internal and external clients.  The incumbent actively promotes the development of quality working relationships between Loan Services and its clients.  Monitors client expectations and their degree of satisfaction with service level agreements on a continuing basis.  Additionally, the incumbent provides the highest quality of service to ensure 100% customer satisfaction to all internal and external clients.

Essential Job Functions

• Selects, develops, and leads teams of skilled and motivated servicing professionals, assisting in their career growth by empowering them to assume ownership of their team.
• Assumes a leadership role in identifying customer needs to better service internal and external clients within the framework of the team.
• The Manager leads by example" by consistently demonstrating the desired behaviors of team members and leaders.
• Utilize quality coaching techniques to promote team competencies and skills that contribute to the effective performance and overall success of the team.
• Incumbent facilitates the gathering of information, tools, and resources necessary to team performance and works aggressively to eliminate barriers to team effectiveness.
• Monitors individual and team performance as it relates to client expectations on a continuing basis and ensures that performance information is readily available to the team(s).
• Implements new bank policies and procedures, assuring that appropriate training has occurred.
• Oversees daily activities for multiple consumer and/or commercial teams promoting overall quality control and ensuring that bank standards and policies are met.
• Ensures that exceptions and errors are addressed in a timely manner and that thorough follow up is accomplished.
• Organizes workflow and delegates workload to adhere to established service level agreements and provides quality customer service.
• Provides effective supervision through the practice of Key's personnel policies, positive coaching, and counseling techniques.
• Ensure proper communications dissemination to all affected areas within area of responsibility – Department Manager, Process Liaison, Associates, Internal and External Clients
• Coordinates the selection, development, and leadership qualities of skilled and motivated servicing professionals assisting in their career growth by empowering them to assume ownership of their team.
• Motivate and reinforce the team culture through effective communication.
• Serve as a role model by demonstrating the desired behaviors of fully involved work team members and leaders.
• Coach the teams to identify risk, trends and seek and implement solutions for service exceptions.
• Ensure through role model behavior, coaching/training that we “follow through” in a consistent and timely manner.
• Act as a buffer to outside influences that could prove detrimental to team effectiveness.
• Assures timely implementation of new bank policies and procedures ensuring that the team has addressed all pertinent issues, including training.
• Ensure that cross-site approval has been received for all policy/procedural changes.
• Assist team in maintaining quality and quantity of production while working within the approved budget.
• Provides for individual and team growth through the practice of the bank’s personnel policies and positive coaching techniques.
• Acts as a consultant to team(s) regarding business and personal issues.

Required Qualifications

• College graduate or equivalent work experience
• 1-3 years of prior supervisor/management experience within a financial services institution or similar
• Advanced PC skills and ability to use MS Office (Word, Excel)
• Regulatory compliance knowledge preferably with respect to commercial loan requirements
• Understanding of loan ac