National Director, Key Private Bank Client Service and Sales Support

KeyBank NA • Cleveland, OH • 10h ago

Location:

127 Public Square, Cleveland Ohio

Job SummaryReporting 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 confli

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