Pittsburgh Market Retail Leader

Market Retail Leader

Location: 11 Stanwix Street, Pittsburgh Pennsylvania

Be a problem solver, trusted advisor, and partner to the people and businesses in our Key Bank communities. The Market Retail Leader (MRL) sets the culture for the market, serving as a strategic leader responsible for driving business performance, client experience, and talent management across a defined geographic area. This role leads a team of Area Retail Leaders (ARLs) and partners cross-functionally to ensure alignment with organizational goals. The MRL is accountable for coaching and developing ARLs, fostering a culture of performance and inclusion, and executing market strategies that support client acquisition, retention, and financial wellness. Success in this role requires inspirational leadership, operational excellence, strong risk management, and a deep commitment to team engagement and development. The MRL is responsible for driving effective collaboration within the Market. Partners closely with the Market President and LOB leaders to support the ongoing business growth across the Consumer Bank through community involvement, cross LOB team to win activities, and talent development. The MRL will execute on the region and territory specific strategies and embraces and leads their teams through change. MRLs have high levels of engagement and are an exporter of talent in retail as well as other lines of business. The MRL sees beyond their area to broader opportunities, synergies and best practices of the full market team.

At KeyBank, we believe it's our opportunity and our privilege to help our clients move forward in their financial journey. We take pride in serving our clients and making them feel that no bank will fight harder for them.

Essential Functions

• Embodies a strong client experience culture, being present with every client and teammate and realizing the impact we can have on their day, personally, professionally, and financially.
• Provides strategic leadership across the market by driving client growth, revenue, and financial wellness outcomes through the execution of sales strategies, client experience initiatives, and operational priorities.
• Understands the competitive landscape of the market by leveraging market intelligence to recognize opportunities and address challenges, ensuring strategies are agile and responsive to competitive trends. This focus on market awareness supports business growth and reinforces KeyBank's commitment to innovation and service, aligning with performance goals and financial wellness initiatives for lasting success.
• Meet or exceed established client growth and profitability goals by ensuring the branch retail teams are using Financial Wellness as the core of how we deliver exceptional client service and help clients meet their financial goals. This is accomplished through monthly observational coaching sessions, joint sales calls and using the coaching model, developing/utilizing individual professional development plans by leveraging skills assessment for each direct report and Branch Manager.
• Accountable for Key@Work success for their market, serving as the primary champion and strategic driver. Leads ARLs and BMs to achieve success in Key at Work by setting clear expectations, coaching for results, and ensuring consistent execution. Actively participates in Key@Work activities and fosters a culture of engagement, accountability, and partnership across all branches.
• Conducts monthly Market Health calls, with a dedicated focus on all aspects of talent management. These calls emphasize human capital initiatives, employee engagement, recruiting strategies, and the development of talent pipelines across the market. By leading these discussions, the MRL ensures that the market remains proactive in attracting, retaining, and developing top talent, fostering an environment that supports ongoing growth and high performance.
• Cultivates a culture of a disciplined approach to human capital by ensuring consistent performance management practices and accountability across all branches and ARLs. Ensures ARLs hold each branch team responsible for performance, talent acquisition, development, and retention. Provides training, recognition/reward to top performers, and apply equal standards to Branch Managers and Area Retail Leaders while fostering high-performing talent.
• Takes a leadership/quarterback role in the partnerships with Key Investments Services (KIS), Business Banking and Home Lending. Show coaching through observations, client calls and huddles. Champions the development of Small Business acumen, the Mass Affluent growth strategy, and a high level of Community involvement
• Responsible for managing risk-related matters within their market, consistently making informed decisions that protect the bank's interests. Ensures effective operational risk management, upholding regulatory, security, and internal control standards, and proactively addressing compliance requirements.
• Represent the market in regional initiatives and contribute to enterprise-wide projects and best practices, serving as the Regional Retail Leader (RRL) back-up as needed.
• 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

• High School Diploma (required)
• Bachelor's Degree Business/Financial related field or relevant work experience OR equivalent experience (required)

Work Experience

• 5+ years Managing/leading in an area capacity – managing managers of teams (required)
• 5+ years Served in leadership roles with expanded responsibilities and growing complexity (required)
• Consistent track record of meeting and or exceeding sales performance goals, including ability to coach team to meet designated goals (required)
• Leads and Owns partnerships to drive team results (required)
• Proven ability and desire to think beyond primary LOB and team for the benefit of the greater organization (required)
• Has experienced unique market and performance demographics / complexities (required)
• Deep understanding of financial products, to include an understanding of financials (P&L), credit and lending practices and business banking (required)

Skills

• Knowledgeable about the client's accounts and business with the bank and uses sound judgment with clients and transactions.
• Demonstrated ability to attain sales and referral goals through preset appointments and quality conversations leading to recommendations that support clients' financial wellness goals, leveraging system-generated lead lists, walk-ins, and professional contacts.
• Strong work ethic and high level of integrity.
• Excellent time management skills.
• Evaluating clients' financial data to understand their financial health, identify trends, and make informed recommendations for improving their financial wellness.
• Identifying and pursuing opportunities to grow the client base, build relationships with potential clients, and expand the bank's market presence.
• Taking responsibility for one's actions and decisions, ensuring that tasks are completed accurately and on time, and owning up to mistakes to maintain trust with clients and colleagues.
• Placing the client at the center of all decisions and actions, understanding their needs, and providing tailored financial solutions to enhance their overall experience and satisfaction.
• Working autonomously with minimal supervision, making sound decisions, and managing one's workload efficiently to meet client and business goals.
• Clearly and effectively communicating complex financial concepts to clients in a way that is easy to understand.
• Identifying and resolving issues that may arise in client relationships or financial plans.
• Building a network of contacts within the industry to generate referrals and new business opportunities.
• Analyzing financial data and market trends to make informed recommendations and decisions.

Core Competencies

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

Physical Demands

• Consumer Retail Management - Ability to communicate face to face and on the phone with clients, frequent use of hands to manipulate/grasp objects, occasional bending and lifting from floor height, frequent lifting of 1 – 10 lbs., occasional lifting of up to 30 lbs.

Travel

• Occasional travel to include overnight stay.

Driving Requirements

• May need to drive to multiple locations in a single day; ability to operate a motor vehicle with a valid driver's license required.

Work Location Category

• Office-Based

Compensation and Benefits

This position is eligible to earn a base salary in the range of $116,000.00 - $216,000.00 annually. Placement within the pay range may differ based upon various factors, including but not limited to skills