Location:

For Those Who Work At Home, Ohio

Position Location Policy

• General Location: near a KeyBank office (non-branch location)

  • Hybrid Requirement (if within specific cities): If the selected candidate resides in Cleveland, OH, Buffalo, NY, or Albany, NY, or near a KeyBank office (non-branch location), they are expected to work on-site 3 days per week at the nearest ).

  • Remote work offered if outside of Key Bank footprint. Located in Central or East coast highly preferred.

JOB BRIEF

Commercial Servicing is a core organization within KeyBank focused on delivering differentiated, relationship-driven service across the full commercial client lifecycle. The organization spans Client Success Servicing, Commercial Payments Servicing, Commercial Credit Servicing, Vendor Servicing & Client Engagement, and Servicing Enablement, supported by a centralized Process & Experience Optimization function that drives continuous improvement and transformation across all areas. 

The Commercial Servicing Process Experience & Optimization (PE&O) team is responsible for leading enterprise-wide process transformation, workflow redesign, and operational excellence initiatives across servicing. The team partners across all servicing pillars to improve client and teammate experience, simplify and standardize processes, and scale the operating model through automation, data, and AI-enabled capabilities. 

This role represents the Head of Process Experience & Optimization, accountable for defining and executing a multi-year transformation roadmap that drives measurable outcomes including productivity, speed to revenue, client experience, and risk management. This work is central to achieving Commercial Servicing’s long-term ambition to scale capacity and client experience without linear headcount growth through automation, AI enablement, and operating model redesign. 

The Head of PE&O partners closely with senior leaders across servicing, technology, product, risk, and design to prioritize and deliver end-to-end transformation initiatives—from discovery and design through deployment and operationalization—within a business agile operating model. This role will lead the evolution of servicing processes through workflow simplification, digital enablement, and AI-driven automation. 

ESSENTIAL JOB FUNCTIONS 

Strategy & Transformation Leadership 

- Define and execute the Commercial Servicing Process Experience & Optimization strategy aligned to multi-year domain priorities and transformation outcomes 

- Establish and prioritize a portfolio of transformation initiatives across servicing, focused on productivity, client experience, and speed to revenue 

- Partner with Commercial Servicing leadership to align transformation efforts to business priorities and measurable outcomes 

Process Optimization & Automation 

- Lead identification and execution of opportunities to simplify, standardize, and eliminate non-value-added activities across servicing workflows 

- Drive adoption of automation capabilities including AI, API integrations, and RPA to scale operations and reduce manual effort 

- Advance digital servicing capabilities and self-service experiences for clients and teammates 

Operating Model & Agile Execution 

- Lead execution within a business agile operating model in partnership with technology, product owners, and servicing leaders 

- Oversee end-to-end initiative delivery including discovery, design, build, testing, deployment, and operationalization 

- Establish governance, prioritization frameworks, and delivery discipline across transformation initiatives 

Team Leadership & Capability Building 

- Lead and develop a team of process engineers, transformation leads, and product partners accountable for driving change across servicing 

- Build organizational capabilities in process excellence, journey mapping, and continuous improvement 

- Foster a culture of innovation, accountability, and continuous improvement across the organization 

Analytics, Insights & Performance Management 

- Leverage data, client feedback, and workflow analysis to identify pain points and opportunities for improvement 

- Define success metrics, KPIs, and OKRs tied to transformation outcomes and operational performance 

- Maintain transparency with senior leadership on priorities, progress, risks, and measurable impact 

Stakeholder Engagement & Influence 

- Partner across servicing, sales, risk, legal, compliance, technology, and design to drive alignment and execution 

- Lead cross-functional ideation and future-state design sessions to define scalable, client-centric solutions 

- Build and communicate business cases to support investment in technology and transformation initiatives 

Change Delivery & Adoption 

- Lead pilot and MVP design to validate new processes and assess business impact prior to full-scale deployment 

- Partner with servicing teams to operationalize changes and drive adoption across the organization 

- Ensure effective communication, training, and sustainment of transformation outcomes 

Risk & Control 

- Ensure all transformation initiatives adhere to risk, compliance, and control requirements 

- Integrate control effectiveness and monitoring into redesigned processes and workflows 

REQUIRED QUALIFICATIONS 

Education 

- Bachelor’s Degree or equivalent experience 

- 10+ years of relevant experience in servicing, operations, transformation, or process optimization preferred 

Work Experience 

- Demonstrated leadership experience driving large-scale transformation across operations or servicing environments 

- Proven experience leading process improvement, automation, and workflow redesign initiatives 

- Experience operating in or leading business agile / product-based delivery models 

- Financial services or banking experience strongly preferred 

Skills 

- Strong process optimization, transformation, and operational strategy capabilities 

- Deep understanding of automation, AI, and digital enablement within operations 

- Ability to translate strategy into execution with measurable outcomes 

- Strong analytical, problem-solving, and decision-making skills 

- Executive-level communication and stakeholder management capabilities 

- Proven ability to lead cross-functional teams and influence senior leadership 

- Ability to operate independently, manage complexity, and prioritize effectively 

Preferred 

- Experience incorporating AI into operational workflows and client servicing models 

- Lean Six Sigma, Agile, or other process improvement certifications 

- Experience with platforms such as Salesforce, workflow tools, or automation technologies 

COMPENSATION AND BENEFITS

This position is eligible to earn a base salary in the range of $116,000.00 - $216,000.00 annually. Placement within the pay range may differ based upon various factors, including but not limited to skills, experience and geographic location. Compensation for this role also includes eligibility for incentive compensation which may include production, commission, and/or discretionary incentives.

Please click here for a list of benefits for which this position is eligible.

Key has implemented an approach to employee workspaces which prioritizes in-office presence, while providing flexible options in circumstances where roles can be performed effectively in a mobile environment.

Job Posting Expiration Date: 08/07/2026 KeyCorp is an Equal Opportunity Employer committed to sustaining an inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, pregnancy, disability, veteran status or any other characteristic protected by law.

Qualified individuals with disabilities or disabled veterans who are unable or limited in their ability to apply on this site may request reasonable accommodations by emailing [email protected].

 

 

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