Location: 4224 Ridge Lea Road - Amherst, New York 14226 Job Brief: Reporting to the Divisional Manager of Commercial Core Servicing, this position will oversee 15-20 operations professionals, who provide commercial servicing to our loan portfolio. The loan portfolio primarily covers segments including; Key Private Banking/Wealth Management, Small Business, SBA, Middle Market, Asset Recovery and others. We are seeking operational expertise to lead a team of operations professionals ensuring service delivery excellence for Key's clients. Delivers on successful outcomes of small to large scale continuous improvement or technology driven projects who can successfully lead change. We are seeking an established leader with a proven track record of developing talent, hiring diverse professionals, and leading a high performing team, including mentoring and coaching. Able to support team members across multiple sites. Responsible for the day-to-day activities our commercial core servicing team while providing service excellence to achieve SLAs for internal partners and/or clients. Proactively understand risk and implement and/or test procedural controls to ensure compliance with government regulations and bank policies, related to our servicing strategy. May lead/manage financial performance that achieves financial commitments. Execute human capital decisions and projects to achieve the financial goals of the division. Implements continuous improvement initiatives that tie to strategic objectives. Essential Job Function: Selects, develops and leads teams of skilled, diverse and motivated servicing professionals in remote and on-site work environments while 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 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 buff