Location:
127 Public Square, Cleveland Ohio
Job Summary
Reporting to the Head of Key Private Bank, the National Director of Service and Sales Support is responsible for leading the national Associate organization that enables client satisfaction, growth, and sales execution across Key Private Bank (KPB). This role oversees the delivery of a consistent, high-quality client experience by driving efficient, scalable support processes in partnership with KPB Field Teams and enterprise banking partners. The Director ensures the effective execution of fiduciary, banking, credit, planning, CRM, and sales-support activities while continuously identifying opportunities to improve processes, reduce friction, and enhance both the client and employee experience. A key focus of this role is advancing operational excellence through technology enablement, standardization, and change leadership. This leader brings deep expertise in the KPB client experience and sales process and plays a critical role in aligning service delivery with growth objectives, regulatory requirements, and enterprise standards. The Director is also accountable for building a strong talent pipeline, developing future leaders, and fostering a culture of continuous improvement, accountability, and collaboration.
Essential Functions
Lead the national Associate Team with a growth mindset, emphasizing efficiency, accountability, and continuous improvement.
Serve as a member of the Key Private Bank Leadership Team, contributing to strategies that advance client experience, sales effectiveness, and sustainable growth.
Provide change leadership to support role evolution, process optimization, and technology adoption.
Influence partners across KPB and the broader enterprise to align on client experience execution, sales processes, and compliance requirements.
Oversee the execution of client service and sales-support activities to ensure a consistent, high-quality experience across markets.
Partner with Field Teams on relationship management, opportunity progression, and sales execution.
Strengthen sales discipline by ensuring timely, accurate movement through the sales process and reliable CRM and reporting practices.
Identify and enable opportunities for Associates to support relationship expansion, referrals, and revenue growth.
Coordinate client satisfaction measurement, analyze feedback, and drive action plans that improve outcomes and client advocacy.
Drive standardization and optimization of Associate workflows across fiduciary, banking, credit, planning, and CRM activities.
Identify inefficiencies and lead initiatives to simplify processes, improve turnaround times, and enhance scalability.
Actively participate in the design and implementation of technology solutions that improve productivity, enable growth, and elevate the client experience.
Ensure all activities are executed in compliance with internal policies, sales practices, and regulatory requirements.
Establish clear performance expectations, provide ongoing coaching, and differentiate performance outcomes.
Foster a collaborative, inclusive, and high-engagement work environment aligned with Key Values.
Partner with Field leadership on talent assessment, succession planning, and workforce planning. Promote career pathing and skill development to retain and motivate top talent.
Manage the cost center and oversee administrative and operational requirements for the team.
Performs other duties as assigned; duties, responsibilities and/or activities may change or new ones may be assigned at any time with or without notice
Complies with all KeyBank policies and procedures, including without limitation, acting professionally at all times, conducting business ethically, avoiding conflicts of interest, and acting in the best interests of Key's clients and Key.
Education
Bachelor's Degree in business related field (preferred)
OR equivalent experience (required)
Work Experience
10 years in Private Banking, Investment Management, Trust, and/or progressive sales leadership roles. (required)
Skills
Drive for results.
Decisions made with the client at the center.
Leading through change.
Demonstrated coaching and talent development experience.
Focus on process improvement and creating more efficient, productive processes.
Knowledgeable in Private Banking, Investment Management, Trust, and/or progressive sales leadership roles.
Operating effectively in a matrixed organization.
Demonstrated ability to lead a high performing team with a focus on exceptional client service and sales.
Core Competencies
All KeyBank employees are expected to demonstrate Key's Values and sustain proficiency in identified Leadership Competencies.
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
Occasional travel to include overnight stay.
Driving Requirements
Ability to occasionally operate a motor vehicle with a valid driver's license.
Work Location Category
Hybrid (3+ days)
COMPENSATION AND BENEFITS
This position is eligible to earn a base salary in the range of $128,000.00 - $268,000.00 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 (https://www.key.com/about/careers/working-with-us/benefits.html) 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: 05/30/2026
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 HR_Compliance@keybank.com.
LI-Hybrid
KeyBank is an organization collectively committed to helping you unlock your potential and discover what truly drives you. Working here means sharing our purpose to help our clients, colleagues, and communities thrive. You'll find genuinely supportive teammates, a flexible, inclusive work environment, challenging projects, accessible leaders, and opportunities to grow in your position and your career. For 200 years, Key has opened doors in our communities. Let us open one for you.
