Operations Department Manager, Client Identity & Authentication Team - Enterprise Fraud Services

Location:

Job Summary:

The Operations Department Manager provides strategic and operational leadership for the Client Identity & Authentication team. This role oversees complex functions related to identity verification, fraud detection, and compliance, ensuring operational excellence and regulatory adherence. The manager drives continuous improvement initiatives, partners with technology teams to enhance fraud strategies, and fosters a culture of collaboration and accountability.

Essential Functions:

• Lead daily operations of the Identity Verification department, combining KYC and fraud detection processes.
• Develop, implement, and enforce policies and procedures to ensure compliance and efficiency.
• Monitor escalated alerts to identify potential identity theft or first-party fraud.
• Collaborate with technology teams to maintain system integrity and optimize fraud prevention strategies.
• Serve as Subject Matter Expert (SME) on identity verification processes and act as liaison to line-of-business partners.
• Conduct regular meetings with direct reports to support career development and goal achievement.
• Communicate job expectations clearly and review team performance contributions.
• Drive large-scale operational improvements and technology-driven initiatives.
• 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 or equivalent experience
• Advanced degree (MBA or equivalent) preferred.

Required Qualifications:

• 5+ years of experience in banking operations, fraud detection, or identity verification.
• 3+ in a leadership role managing teams and complex operational functions.
• Experience in regulatory compliance and risk management within financial services.
• Strong documentation, communication, and stakeholder engagement skills.
• Demonstrated ability to apply critical and dynamic thinking to solve complex problems and adapt to evolving priorities.
• Ability to manage cross-functional projects and drive process improvements.

Preferred Qualifications:

• Certified Fraud Examiner (CFE) or similar credential preferred.
• Agile or Lean Six Sigma certification a plus.

Skills/Competencies:

• Strong leadership and team development capabilities.
• Expertise in KYC, fraud detection, and operational risk management.
• Excellent communication and stakeholder engagement skills.
• Proficiency in Agile methodology and process improvement.
• Ability to analyze complex data and make strategic decisions.
• High level of organizational and prioritization skills

Physical Demands

• Ability to sit for extended periods.
• Use of PC, phone, copier, and other office equipment.

Travel/Driving Requirements

• Minimal travel may be required for training or project support.
• Valid driver's license may be necessary depending on location and role responsibilities.

Hybrid (3+ days per week)

• Must be able to report to one of the offices listed in a hybrid capacity

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COMPENSATION AND BENEFITS

Please click here 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.

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.

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