Job Summary:
The Senior Operations Department Manager is responsible for the oversight, leadership, and strategic management of Treasury Operations and Credit Inquiry.

The department processes transactions and prepares managerial, financial, operational, and regulatory reports supporting KeyBank's investment portfolio, collateral management, funding and liabilities, bond accounting, and safekeeping functions across KeyBank and its affiliates.

Portfolio responsibilities include fixed-income and equity trade settlement, principal and income processing, testing and onboarding of new securities, and support for fixed-income projects. Funding responsibilities include debt issuance, principal and interest payments, borrowing activity, and monitoring KeyBank's Federal Reserve cash position. Collateral responsibilities include pledging and monitoring securities that support contracts, products, public deposits, and other obligations. Safekeeping responsibilities include controlled movement, maintenance, and reconciliation of securities and related records.

This role leads managers and associates, establishes departmental strategy and priorities, oversees daily production and transaction accounting, allocates resources, resolves complex issues, and maintains a strong control environment. The manager partners with lines of business, Technology, Finance, Risk, Compliance, external service providers, and senior management to strengthen operational performance, implement system and product changes, support audit and regulatory expectations, and advance continuous improvement and future readiness.

Credit Inquiry responds to external and internal loan servicing requests and credit inquiries related to Key Commercial and Consumer Banking relationships. Responsibilities include processing Standard CPA Audit Confirmations, credit investigations, estate and date-of-death inquiries, governmental balance inquiries for the Social Security Administration and Internal Revenue Service, and housing application requests. The team follows established industry practices for the proper exchange of commercial credit information, balances general ledger entries to minimize outages, partners with Accounting to resolve discrepancies, and applies sound judgment when interpreting and disclosing client relationship information. The team also communicates research results and issue resolutions to requesters in a clear, effective, and timely manner.

In leading managers and teammates, this role establishes departmental strategy and priorities, supports daily production needs, oversees transaction accounting and reporting, builds strong line-of-business partnerships, leads Fixed Income project work, supports testing for new securities, resolves complex issues, manages system access and enhancement requests, strengthens future readiness, and guides the team through operational, technology, and organizational change in support of Key’s overall strategy.

Essential Functions:

• Lead Treasury Operations to achieve departmental, client, regulatory, and enterprise objectives while ensuring daily processing, reconciliation, reporting, and control activities are completed accurately, on time, and within established service-level agreements.
• Direct production and resource allocation across investment portfolio operations, collateral management, funding and liabilities, bond accounting, and safekeeping activities; monitor volumes, deadlines, capacity, and operational risk and adjust coverage as needed.
• Maintain accountability for accurate books and records, including fixed-income and equity trade settlement, principal and income processing, debt issuance and borrowing activity, Federal Reserve cash positioning, collateral pledging, safekeeping transactions, and general ledger reconciliation.
• Review and approve complex or high-risk transactions, reconciliations, accounting adjustments, reports, and exceptions within delegated authority; ensure material issues are documented, escalated, and resolved promptly.
• Apply strong knowledge of fixed-income products, bond accounting, securities operations, cash movements, transaction processing, financial reporting, and general ledger impacts to guide decisions and resolve complex issues.
• Oversee fixed-income projects and the testing and onboarding of new securities, products, portfolios, or business activities, ensuring that accounting, settlement, reporting, system, downstream, and control impacts are understood and validated before implementation.
• Maintain a strong control environment by overseeing procedure adherence, required reviews, evidence retention, access and approval controls, exception management, and timely escalation of operational risk events.
• Identify control gaps and recurring issues, determine root cause, establish corrective-action plans, assign ownership, monitor progress, and validate sustainable resolution.
• Support SOX, audit, compliance, risk-management, and regulatory reviews by ensuring requested information is accurate, complete, well-supported, and delivered on time; coordinate remediation of findings and observations.
• Lead, coach, and develop managers and associates through clear expectations, regular feedback, performance management, training, cross-training, succession planning, and development planning.
• Manage staffing and workforce capacity, including workload balancing, coverage planning, hiring support, onboarding, time-off coordination, and contingency planning for peak volumes, absences, system events, and critical processing periods.
• Partner with lines of business, Technology, Finance, Risk, Compliance, external service providers, and senior management to resolve complex matters, support business needs, and execute strategic initiatives.
• Define operational and control requirements for system fixes, enhancements, conversions, and implementations; oversee testing, defect resolution, readiness assessment, access governance, and transition into business-as-usual support.
• Lead process redesign, automation, procedure modernization, and continuous-improvement initiatives that enhance accuracy, efficiency, scalability, resiliency, consistency, and control effectiveness.
• Establish and monitor operational performance indicators, service levels, exception trends, aging, capacity, expense, and risk metrics; use results to communicate performance and drive corrective action.
• Oversee disaster-recovery and business-continuity planning and testing, address identified gaps, and maintain readiness for operational disruptions.
• Lead the organization through operational, technology, regulatory, and organizational change by communicating expectations, assessing readiness, addressing risks, and reinforcing sustainable adoption.
• Exercise sound, risk-informed judgment under tight deadlines or when information is incomplete or evolving while protecting confidential financial, client, associate, and internal information.
• 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.

Education:

• Bachelor's degree in Accounting, Finance, Business Administration, or a related field; or equivalent combination of education and relevant experience (required)

Preferred

• Advanced degree in Accounting, Finance, Risk Management, Business Administration, or a related discipline.
• Professional certifications related to Accounting, Finance, Operations, Risk Management, Project Management, or Leadership.

Work Experience:

Required

• 5+ years of experience in Treasury Operations, Securities Operations, Banking Operations, Bond Accounting, Financial Services Operations, or a related field.
• 4+ years of leadership experience managing teams, managers, or comparable operational functions.
• Advanced Microsoft Excel skills and proficiency with Microsoft 365 applications, including Word, PowerPoint, Outlook, and Teams.
• Ability to remain flexible and composed in a fast-paced, deadline-driven environment with competing priorities, evolving requirements, and significant business impact.
• Ability to provide extended-hours or off-hours leadership coverage during period-end processing, system implementations, business-continuity events, or critical operational incidents

• Experience and working knowledge of:
  • Fixed income securities and bond accounting.
  • Trade settlement and securities operations.
  • Collateral management and funding activities.
  • Safekeeping and cash positioning processes.
  • General ledger reconciliation and financial reporting.
  • Operational risk management and internal controls.
  • SOX, audit, compliance, and regulatory support.
  • Large-scale operational projects, system implementations, and process improvement initiatives.

Preferred

• Experience with Treasury Operations platforms and tools such as Lightning/LFM, collateral-management systems, Dovetail, Fedwire or FedLine-related processes, BNY systems, CMOD, ConvergePoint, Workday, or comparable applications.
• Knowledge of applicable regulatory, SEC, financial, managerial, and operational reporting requirements in banking or financial services.
• Experience leading system conversions, new-product or security onboarding, automation, procedure modernization, business-resiliency planning, or control-enhancement programs.
• Experience developing operational metrics, capacity models, key risk indicators, service-level reporting, or management dashboards.
• Professional certification or advanced education related to accounting, finance, risk, operations, project management, or leadership.

Skills Required:

• Treasury Operations Management: Expertise in securities operations, funding and liabilities, collateral management, bond accounting, cash positioning, and safekeeping functions.
• Leadership & People Development: Ability to lead managers and teams through coaching, performance management, succession planning, and talent development.
• Operational Risk & Controls: Strong understanding of internal controls, operational risk management, regulatory requirements, and audit readiness.
• Financial & Accounting Acumen: Knowledge of trade settlement, reconciliations, general ledger impacts, financial reporting, and transaction accounting.
• Strategic Planning & Execution: Ability to establish priorities, allocate resources, align team objectives, and execute departmental strategy.
• Process Improvement & Automation: Experience driving operational efficiency through process redesign, automation, and continuous improvement initiatives.
• Project & Change Management: Ability to lead complex projects, system implementations, organizational change, and new product or security onboarding.
• Analytical Problem Solving: Strong analytical skills with the ability to assess risks, identify root causes, make informed decisions, and resolve complex issues.
• Stakeholder Management & Collaboration: Ability to build partnerships and influence outcomes across business lines, Technology, Finance, Risk, Compliance, and senior leadership.
• Communication & Executive Presence: Strong written and verbal communication skills with the ability to present complex information, risks, and recommendations to diverse audiences.

Core Competencies:

• All KeyBank employees are expected to demonstrate Key’s Values and abide by Key’s Code of Conduct. 

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 includes overnight stay (conferences)

Work Location Category:

• Hybrid (2+ days)