Commercial Card Client Servicing Team Manager

Location:

Position Location Policy

• General Location: Open to candidates within the United States.

• Hybrid Requirement (if within specific cities): If the selected candidate resides in Cleveland, OH, Buffalo, NY, or Albany, NY, they are expected to work on-site 2 days per week at the nearest KeyBank office (non-branch location).

• Remote Option: If the selected candidate lives outside of KeyBank's geographic footprint, the position will be considered fully remote. Available to those residing in the United States.

• Hours: 8-5pm EST

Job Summary

The Client Service Team Manager oversees the resolution of escalated and complex service requests related to the daytoday support of Commercial Card clients. This role leads a team of Client Service Specialists responsible for managing highpriority client issues, conducting direct client conversations, documenting cases within the bank's complaint tracking system, and presenting rootcause findings to leadership to drive improvements in the overall client experience.

The Manager will proactively monitor and elevate client experience metrics, champion continuous improvement initiatives, and act as the primary escalation point for Relationship Managers when complex issues arise. This role is also responsible for aligning broader business expectations across clients and internal partners, supporting revenue objectives, and ensuring execution against key strategic priorities.

Essential Job Functions

Lead, coach, and develop a team of Client Service Specialists, ensuring adherence to standardized operating procedures and compliance requirements while maintaining KPIs and delivering a consistently highquality client experience.

• Drive continuous improvement initiatives in collaboration with Product Management, Operations, and Vendor partners to enhance the efficiency and effectiveness of servicing processes.
• Validate and refine client communications, ensuring they address rootcause issues; support escalated case handling by identifying optimal next steps and resolving client concerns. Responsibilities include tracking, analyzing, and reporting rootcause trends to executive leadership.
• Support client acquisition, crosssell, and retention strategies by providing performance tracking, insights, and analysis derived from client escalation trends.
• Analyze and maintain the client portfolio by developing proactive outreach and engagement campaigns that strengthen client relationships and support revenue growth objectives.
• Oversee enhancements to the Digital Servicing Platform, including pricing updates, entry workflow improvements, and platform optimizations.
• Partner effectively with internal stakeholders to assess the performance of thirdparty relationships and deliver processimprovement recommendations that elevate operational efficiency and service quality.
• Develop, document, and maintain operational procedures in collaboration with internal and external partners to enhance the client experience, while partnering with internal audit teams to ensure the safety, soundness, and compliance of business practices.
• Direct and manage thirdparty partners to ensure client experience outcomes and revenue performance meet established expectations.
• Collaborate across multiple business functions-including Marketing, Sales, Finance, Technology, Operations, and Compliance-providing leadership, support, and subjectmatter expertise to advance organizational objectives.
• Maintain deep subjectmatter expertise, monitoring trends in client behavior, competitor activity, and regulatory or market shifts that may impact products and service delivery.
• Initiate and conduct research necessary to support servicing projects, client initiatives, and operational improvements.
• Prepare, distribute, and present monthly and quarterly business reviews to direct management and executive leadership, providing insights, performance metrics, and actionable recommendations.
• Assist with client training for escalations originating through thirdparty or internal partners, ensuring understanding of processes, tools, and best practices.
• Lead operational readiness efforts for new product launches, partnering with both internal and external teams to ensure seamless integration and execution.
• Support occasional travel requirements to attend industry meetings, conferences, and partner sessions, as needed.

REQUIRED QUALIFICATIONS

Work Experience

• Five + years in commercial card issuing and/or financial services.
• Experience in client servicing leadership and escalation management.

Skills

• Strong analytical skills. Excellent problem solving and quantitative skills
• Strong internal and external communication skills.
• Organizational skills, including ability to prioritize work.
• Must be able to handle fast paced, ever changing work environment.
• Excellent time management skills.
• Attention to detail.
• A team player with proven ability to build strong collaborative relationships with internal partners.

Core Competencies

• All KeyBank employees are expected to demonstrate Key's Values and abide by Key's Code of Conduct.

Physical Demands

• General Office - Prolonged sitting, ability to communicate face to face in person or on the phone with teammates and clients, frequent use of PC/laptop, occasional lifting/pushing/pulling of backpacks, computer bags up to 10 lbs.

Travel Requirements

• No travel required

This position is NOT eligible for employment visa (e.g., H-1B) sponsorship. Applicants must be currently authorized to work in the United Stated on a full-time basis.

Key has implemented a role-based Mobile by Design approach to our employee workspaces, dedicating space to those whose roles require specific workspaces, while providing flexible options for roles which are less dependent on assigned workspaces and can be performed effectively in a mobile environment. As a result, this role may be mobile or home based, which means you may work either at a home office or in a Key facility to perform your job duties.

COMPENSATION AND BENEFITS

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.

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 HR_Compliance@keybank.com.