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KeyBank · 2 hours ago

Operations Department Manger (Commercial Real Estate Institutional Capital Group Servicing)

Brooklyn, OH

Full-time

Hybrid

Mid, Senior Level

$80K/yr - $150K/yr

5+ years exp

KeyBank is a financial services company seeking an Operations Department Manager for their Commercial Real Estate Institutional Capital Group. The role involves managing a team to service a diverse portfolio, ensuring superior client service while adhering to compliance and risk management protocols.

Banking

Responsibilities

Daily supervision of a team of Servicing Officers including assignment of duties, pipeline tracking and responsible for hiring, training and development

Provides expertise to team, lending team and others to support staff and may engage in client meetings, review of credit approvals, loan documents, etc

Proven ability to prioritize and handle multiple tasks in a high-volume environment

Provides backup for servicing for team members

Analyzes the appropriateness of waiver requests, negotiates accommodations for exceptions, and uses judgment to determine acceptability of requirements

Assimilates and analyzes information necessary to establish moderate to high complexity loans and disbursement controls on bank systems, including borrowing base availability

Identifies exceptions and obtains appropriate approvals as necessary

Analyzes and facilitates rate, commitment, and collateral changes, loan payments, tax and insurance escrows, flood zone monitoring requirements, DDA/Cash management services, and payoff instruction

Maintain all aspects of DDA Restricted Collateral Accounts including account opening, disbursements, reconciliations, hold level maintenance and account closing

Maintains data integrity of system of record including timely posting of transactions, on-boarding of new loans, processing modifications and amendments, and data information maintenance

Clearly and immediately communicates problems/issues to Manager and/or RM

Forms alliance with RMs and lending team leadership to provide superior service to client base

Provides expertise to RMs on system requirements. Proactively identifies and assists in resolving issues affecting client service and risk management

Provides expertise to others by thorough understanding of business requirements of clients and loan related transactions

Active participation in projects as needed including procedures, audits, training, initiatives

Delivers on successful outcomes of larger scale continuous improvement or technology driven projects

Support ongoing initiatives to enhance commercial lending platform and servicing structure

Perform other duties as assigned; duties, responsibilities, and/or activities may change or new ones may be assigned at any time with or without notice

Comply with all KeyBank policies and procedures, including acting professionally at all times, conducting business ethically, avoiding conflicts of interest, and acting in the best interests of Key’s clients and Key

Qualification

Risk ManagementClient Service ExcellenceProcess ImprovementTeam ManagementFinancial Services ExperienceRegulatory ComplianceChange LeadershipClear CommunicationConflict ManagementCross-Functional Collaboration

Required

4-year College Degree or work experience

Minimum 5 years' experience managing a team of professionals who service non-owner occupied commercial real estate loans with heavy emphasis on syndication

Must have experience and understand bank operations, bank compliance, and direct experience with servicing commercial real estate and syndication portfolio

People & Performance Management – Oversees team performance, coaching, development, and engagement to meet organizational goals and elevate capability

Risk Management & Control – Promotes proactive identification, assessment, mitigation, and transparent escalation of operational, client, and compliance risks

Service Operations Excellence – Manages systems, workflows, and teams to deliver consistent, high‑quality client service and meet SLAs

Results Orientation – Focuses on achieving target outcomes; sets clear metrics, tracks progress, and course‑corrects to deliver commitments

Process Improvement & Optimization – Understands, monitors, and continuously improves processes for efficiency, quality, and scalability

Client/Customer Experience (CX) – Measures and improves satisfaction and loyalty by resolving issues, acting on feedback, and balancing service with profitability

Decision Making & Judgment – Analyzes situations, evaluates options (including ambiguous/incomplete data), and makes timely, well‑reasoned decisions

Business Acumen – Applies knowledge of the business model, financial levers, competitors, and risk philosophy to guide day‑to‑day choices

Clear Communication – Conveys and interprets information effectively—verbally and in writing—to align stakeholders and drive action

Prioritization & Multitasking – Balances concurrent projects and responsibilities, sequencing work to meet deadlines and protect quality

Conflict Management & Managerial Courage – Anticipates and resolves disagreements constructively; delivers candid feedback and seeks common ground

Learning & Talent Development – Fosters continuous learning; builds skills through coaching, feedback, and knowledge sharing to lift team performance

Strategic Leadership & Vision – Inspires teams with a clear purpose, links work to departmental/organizational vision, and motivates toward long‑term goals

Cross‑Functional Collaboration – Works effectively across functions; engages the right stakeholders, shares information, and mobilizes teamwork to solve problems

Change Leadership & Adaptability – Navigates change with agility; champions continuous improvement and helps others adapt to new processes and priorities