Multi-Product Onboarding Manager

Location:

Company Overview:

KeyBank is committed to delivering exceptional client experiences across a wide range of financial products and services. We pride ourselves on innovation, teamwork, and providing top-tier service to our clients.

The Commercial Bank includes our Institutional and Commercial operating segments. The Commercial operating segment is a full-service corporate bank focused principally on serving the needs of middle market clients in seven industry sectors: consumer, energy, healthcare, industrial, public sector, real estate, and technology. The Commercial operating segment is also a significant servicer of commercial mortgage loans and a significant special servicer of commercial-backed mortgage security. The Institutional operating segment delivers a broad suite of banking and capital markets products to its clients, including syndicated finance, debt and equity capital markets, commercial payments, equipment finance, commercial mortgage banking, derivatives, foreign exchange, financial advisory, and public finance.

Position Overview:

Our goal is to build a culture that is fanatical about ensuring clients are successful when leveraging Enterprise Payments’ (EP) treasury products and solutions. The Client Success team is responsible for onboarding and servicing ECP clients in the most efficient and client-centric manner and by maintaining a lens on continuous improvement. The ultimate outcome is to ensure clients are successful in achieving the value they expected by doing business with us and become advocates of KeyBank in the process.

The Multi-Product Onboarding Manager is a dynamic role which owns the end-to-end onboarding experience for the client, ensuring smooth configuration, training, and successful deployment of banking services across multiple product lines.  This role is pivotal in bridging client needs with internal capabilities, coordinating across teams, and delivering a best-in-class client experience.  Onboarding events can range in size and complexity, and the Multi-Product Onboarding Manager will be expected to actively manage multiple onboarding events at a time in various stages of completion. 

Key Responsibilities:

• Onboarding Project Management: Manage the onboarding process for assigned clients, including completion of service agreements, product configurations, training, and facilitating initial usage of services.
• Stakeholder Engagement: Lead cross-functional meetings with internal and external stakeholders, including sales teams, clients, vendors, and partners. Clearly articulate objectives, priorities, and expectations to ensure successful outcomes that meet client needs.
• Material Development & Transparency: Create support materials for onboarding events, maintain open communication channels, and manage stakeholder expectations throughout the project lifecycle.
• KPI Management: Develop, monitor, and report on key performance indicators (KPIs) to ensure the delivery of a superior client experience while aligning with the bank’s business development objectives.
• Product Expertise & Support: Act as a subject matter expert on product implementation and configuration, addressing client questions or issues that arise during the onboarding process.
• Client Advocacy: Serve as an internal advocate for clients, identifying and solving potential roadblocks that could impede the successful implementation of services.
• Risk & Compliance: Ensure all activities adhere to the bank’s risk policies and procedures, maintaining a high standard of compliance throughout the onboarding process.
• Research & Problem Solving: Conduct necessary research as part of the onboarding package to ensure accurate and efficient implementation.
• Travel: Limited travel may be required to meet with clients or partners.

Requirements:

• Bachelor’s degree with 3-5 years or relevant experience, preferably in treasury or banking.
• Product & Client Management Expertise: Strong understanding of financial products, service configuration, and client management, with a focus on delivering client-centric solutions.
• Communication & Collaboration: Effective written and verbal communication skills, with the ability to present recommendations and collaborate horizontally across internal teams (operations, onboarding, servicing, finance, legal, compliance) and external partners, including vendors.
• Project Management & Analytical Skills: Proficient in project management tools and software, with strong analytical and problem-solving skills. Capable of developing and reporting on KPIs and improving processes.
• Risk Management: Familiarity with risk management practices in the banking industry, ensuring compliance and adherence to regulatory standards.
• Leadership & Decision-Making: Proven ability to lead and influence change, foster teamwork, and work independently with minimal supervision while making complex decisions.
• Organizational Skills: Highly organized with the ability to prioritize tasks, manage difficult situations, and maintain strong relationships.
• Technology Proficiency: Knowledge of Microsoft Office programs (Word, Excel, PowerPoint, Project) and other relevant tools.
• Adaptability & Drive: Self-motivated with a demonstrated ability to thrive in a fast-paced environment, committed to achieving company goals with attention to detail and strong follow-through.

Preferred Requirements

• CTP,
• PMP, Lean Six Sigma or similar certifications

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

This position is eligible to earn a base salary in the range of $70,000.00 to $80,000.00 annually depending on location and job-related factors such as level of experience. Compensation for this role also includes eligibility for short-term incentive compensation and deferred incentive compensation subject to individual and company performance.

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

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 primarily either at a home office or in a Key facility to perform your job duties.

KeyCorp is an Equal Opportunity and Affirmative Action Employer committed to building a diverse, equitable and inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or other protected category.

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.

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