Operations Section Manager, Commercial Credit Servicing

Location: 4910 Tiedeman Road, Brooklyn Ohio

Join a dynamic Commercial Servicing team where strong leadership, operational excellence, and client service come together. This role leads and develops a team of commercial servicing professionals responsible for delivering accurate, timely, and high-quality support while managing risk and meeting critical service commitments. More than overseeing day‑to‑day operations, this leader will coach and develop talent, navigate complex servicing needs, drive continuous improvement, lead through change, and build strong partnerships across teams and locations.

This is an exciting opportunity for a hands‑on leader who enjoys developing people, solving problems, improving how work gets done, and making a meaningful impact on both the employee and client experience.

Leading, Coaching & Team Development Selects, develops and leads a team of skilled, inclusive and motivated servicing professionals in remote and on‑site work environments while assisting in their career growth by empowering them to assume ownership of their team.

Provides effective supervision through the practice of Key's personnel policies.

Utilize quality coaching techniques to promote team competencies and skills that contribute to the effective performance and overall success of the team.

Act as a consultant to the team regarding business and personal circumstances.

Expected Leadership Behaviors This manager will lead by example, by consistently demonstrating the desired behaviors of team members and leaders.

Ensure through role model behavior, coaching/training that we ‘follow through’ in a consistent and timely manner.

Act as a buffer to outside influences that could prove detrimental to team effectiveness.

Execute human capital decisions and projects to achieve the financial goals of the division.

Implementing Policies, Procedures and Training Assures timely implementation of new bank policies and procedures ensuring that the team has addressed all pertinent issues, including training.

Ensure that cross‑site approval has been received for all policy/procedural changes.

Managing Daily Operations, Workflow and SLAs Oversee daily activities for multiple commercial teams promoting overall quality control and ensuring that bank standards and policies are met.

Organizes workflow and delegates workload to adhere to established service level agreements and provides quality customer service.

Responsible for the day‑to‑day activities of a function/product within a defined area while providing service excellence to achieve SLAs for internal partners and/or customers.

Monitoring Productivity, Quality and Performance Monitors individual and team performance as it relates to client expectations on a continuing basis and ensures that performance information is readily available to the team(s).

Assist team in maintaining quality and quantity of production while working within the approved budget.

Accountable for achievement of all productivity, quality and service level goals by team members and self.

Risk, Controls, Exceptions and Compliance Ensure that exceptions and errors are addressed in a timely manner and that thorough follow up is accomplished.

Coach the team to identify risk, trends and seek and implement solutions for service exceptions.

Proactively understand risk and implement and/or test procedural controls to ensure compliance with government regulations and bank policies.

Operational Efficiency and Continuous Improvement Analyze and devise strategies to improve customer experience, reduce cycle type and improve efficiency.

Coach and develop teams to recognize and take advantage of opportunities to improve operational efficiency, reduce overhead and/or minimize…