Area Retail Leader - Rochester-Buffalo Niagara Ridge

Location:

8899 Main Street - Williamsville, New York 14221

Job Summary
Be a problem solver, trusted advisor, and partner to the people and businesses in our KeyBank communities. The Area Retail Leader (ARL) is responsible for the sales, service, and financial leadership of multiple branches in a defined geographic area. The ARL drives results through regular, in-person branch visits where they spend time observing and coaching the Branch Manager and their direct reports, partnering with the Branch Manager on joint calling efforts, and focusing on sale/revenue generation activities. The ARL leverages relationships with line of business partners to benefit the client, support the delivery of distinctive client service, and achieve sales/financial results for the area branches. Responsible for leading client and teammate experiences across their defined area, ensuring alignment with strategic goals while fostering a culture of excellence and engagement through connection, inclusion, coaching, and recognition. The ARL partners with the Centralized Retail Support team to ensure operational efficiencies, risk management, and compliance within the branches in their defined geographic area. The ARL has oversight of recruiting, hiring, training, and supervision of Branch Managers and their direct reports and ensures adherence to the staffing model for branches in their defined geographic areas. 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.
• Accountable for growing the business through retention, expansion, and acquisition tactics, and for leading Branch teams to success in attaining activity, behavior, and outcome expectations as well as achieving individual expectations.
• Meet or exceed established client growth and profitability goals by ensuring the retail branch teams are using appropriate sales and service processes in all client interactions. This is accomplished through monthly observational coaching sessions, joint sales calls, using the coaching model, developing/utilizing individual professional development plans, and by leveraging Branch Manager skills assessment for each direct report.
• Build, coach, develop, lead, and motivate a team of Branch Managers who can analyze client needs and recommending financial solutions that create lasting client relationships, ensuring understanding of Key’s products and services, Key’s sales and service process, and the competitive landscape, while instilling Key’s vision and values with branch teams.
• Engage in a disciplined approach to human capital by holding each branch team accountable for performance management as well as talent recruitment, development, and retention.
• Serve as the leader in their area and foster strong partnerships with all lines of business, the Regional Retail Leader, the Regional Onboarding Specialist, and the Centralized Retail Support team to develop the area strategies and implement network initiatives.
• Execute a consistent disciplined coaching and performance management process by observational coaching, joint sales calls, growth and development, utilization of training tools, all leveraging our culture of reward and recognition.
• Establish a team environment where corporate, segment, and district strategies are communicated, an open two-way dialogue is encouraged, and best practice sharing is prevalent; promote collaboration at both the direct report level and within the branches.
• Partner regularly with Business Banking and Private Bank Relationship Managers, Key Investment Services (KIS) Financial Advisors, Key Private Client (KPC) Leaders, and Mortgage Loan Officers in coaching sessions to develop the area strategies.
• Act as the primary risk manager for the area, ensuring full compliance with operational, regulatory, and security standards. Proactively identifies, mitigates, and escalates risks, and fosters a culture of accountability and risk awareness across all branches.
• Monitor and respond to client experience metrics and feedback, leveraging insights to effectively coach teams and drive continuous improvement. Serve as the voice of the client within the market, advocating for enhancements to tools, processes, and policies that impact the client journey.
• 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 GED or equivalent experience (required)
• Bachelor's Degree (preferred)

Work Experience

• 5+ years Branch management experience (required)
• Multi- site management (preferred)
• 5+ years leadership experience in the financial services industry with a focus on successful sales teams (required)
• Demonstrated ability to effectively communicate and possess strong public speaking skills (required)
• Strong business acumen to include an understanding of financials (P&L), credit and lending practices and business banking (required)

Skills

• Demonstrated ability to develop and execute sales plans and lead teams to sales and service success; Ability to coach sales staff to meet designated goals.
• Ability to develop strong, trusted partnerships/relationships with the leadership team, line of business partners, and critical stakeholder groups; effectively managing internal and external centers of influence.
• Proven leader; gets the most and best out of people; sets and communicates clear goals; inspires, holds people accountable; develops others.
• Excellent leadership skills – a track record of building both internal sales teams as well as managing outside agencies, reps, brokers, or consultants with proven results.
• Consistently addresses conflict and models managerial courage; Ability to confidently deliver tough messages.
• Provide guidance and support to branch managers and their teams; conduct regular coaching sessions and develop individual development plans.
• Analyze data and trends to make informed decisions and drive business strategies; understand financials, credit and lending practices, and business banking.
• Develop and implement strategic plans to achieve business goals; set clear objectives and align team efforts to achieve them
• Prioritize understanding and meeting client needs; ensure that branches deliver exceptional service that enhances client satisfaction and loyalty.
• Take ownership of branch performance and outcomes; ensure that all teammates are held accountable for their responsibilities and goals, fostering a culture of responsibility and reliability.
• Manage and oversee consumer banking services; ensure that branches provide comprehensive banking solutions that meet the financial needs of individual clients.
• Prioritize tasks based on urgency and importance; manage multiple responsibilities efficiently to ensure smooth branch operations.
• Evaluate complex situations quickly and make effective decisions that align with business goals; develop creative solutions to unique problems.

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 $96,000.00 - $181,000.00 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 for a list of benefits for which this position is eligible.

Job Posting Expiration Date: 08/14/2026

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.