Team Lead

Team Lead Our most valuable assets are people just like you.Join us at Key.Being a Key employee means being a member of a special community. We work to make a difference for our clients, our neighborhoods and each other. We help people make better financial decisions in their lives and businesses by living the Key Values of Teamwork, Respect, Accountability, Integrity and Leadership. Cleveland-based KeyCorp is one of the nation's largest bank-based financial services companies, with assets of approximately $96 billion. Key companies provide investment management, retail and commercial banking, consumer finance and investment banking products and services to individuals and companies throughout the United States and, for certain businesses, internationally. We deliver our products and services through KeyBank branches, a network of ATMs, telephone banking centers and key.com®, providing account access and financial products 24/7. Key is meeting the future with confidence. Won't you join us? JOB BRIEF: Ensure the maximum utilization of resources and the achievement of process and financial objectives. This is achieved through the management of all critical resources needed to sustain and improve operational results. This may include personnel, technology and workload oversight, quality assurance and/or performance analysis and reporting. ESSENTIAL JOB FUNCTIONS:o Actively participate in and identify world-class team members by partnering with the recruiting team, participation on panel interviews and supporting the new hire selection/training process. o Compile and analyze quality review data to assess compliance to operational procedures and advise management o Define and develop staffing plans and make recommendations to Section Managers. o Prepare, administer and retain pertinent records, this may include information related to time sheets, tardiness, sick days, leave of absence, vacation scheduling, adjusted schedule changes, etc. o Provide comprehensive analysis to monitor team progress in the attainment of goals and develop monthly progress and status reports advising management. o Use analytic skills to translate productivity reporting into process improvement opportunities. Develop and provide recommendations to Section Managers for process improvement plans. o Assess, analyze, and develop productivity improvement opportunities and contests or programs that foster internal competition and enhance performance in lagging areas. o Evaluate key performance indicators associated with designated operational processes. Recommending work strategies, pinpointing financial and quality areas of opportunity and advising management of appropriate courses of action. o Participate in and facilitate information sharing with your manager, business partners, peers, and frontline personnel in a timely and efficient fashion to ensure widespread communication. o Assist in the training and development of frontline personnel via monitoring of service and production results both in a training "nesting" environment as well as the production floor. o Aggressively manage departmental finances and ensure compliance with Key Bank expense policies. o Accurately and timely complete, communicate and follow-up on any issues identified via assigned work queues or the Key Bank/Risk Operations complaint resolution process. o Act as interim Section Manager when needed. MARGINAL OR PERIPHERAL FUNCTIONS: Any additional assigned tasks. REQUIRED QUALIFICATIONS:o Bachelor's Degree or equivalent business experience o 1 year's experience working in the Financial Services Industry or a Call Center environment o Excellent communication skills (written, verbal, active listening) and professional behavior o Ability to effectively manage multiple priorities and to display time management skillso Experience using Microsoft Office software including presentation development using Powerpoint and report development using MS Excel PREFERRED QUALIFICATIONS:o Call center operations background o Experience in using Microsoft Projects to develop Gantt charts and other similar project management methodologies COMPETENCIES/SKILLS:o Demonstrates integrity and value commitment o Proven ability to set and obtain goals o Excellent interpersonal and motivation skills o Superior verbal and written communications skills o Strong time management and prioritization skills o Established cognitive skills o Displayed sense of ownership in relation to attitude and actions, assignments and event outcomesJOB LOCATION o 4910 Tiedeman Road, 6Fl, Brooklyn, OHFor more information about KeyBank and to complete an online application and submit your resume, go to www.key.com/careers Be sure to reference position number: PS229723.KeyCorp is an equal opportunity employer M/F/D/V. We're proud to be one of DiversityInc magazine's "Top 50 Companies for Diversity" in 2008.