**Location:** 4910 Tiedeman Road - Brooklyn, Ohio 44144 ABOUT THE JOB (JOB BRIEF): The Home Lending Process Owner role will work cross-functionally within the Home Lending organization partnering with stakeholders to define, document, and optimize the Mortgage Originations Process. The process includes the sales process executed by Key Bank Loan Officers across all channels and extends through various client communications during the fulfillment journey. This position must work collaboratively and demonstrates strong Key leadership competencies to drive focused continuous improvement efforts to enhance process quality, standardization, and efficiency to meet business goals. The candidate will be charged with leveraging their skills in continuous improvement tools and methodologies, along with analytical capabilities, and business acumen to support the Experience Owner leadership to prioritize process improvements based on data-driven decision making and end user feedback. The Process Owner is accountable for consistent documentation of the sales processes including system level standard operating procedures used for end user training and job aids. This team will be part of the Home Lending Business Optimization team charged with removing waste, reducing errors, and standardizing processes to enable process automation, workflow enhancements, defining clear metrics to drive accountability and a performance management culture focused on quality and throughput. ESSENTIAL JOB FUNCTIONS: The Home Lending Business Process Owner will: • Collaborate with experience owner to understand user feedback regarding pain points and moments of friction to create a prioritized backlog for process improvements. Lead the delivery of backlog items through process definition, compliance reviews and stakeholder engagement concluding in working with change management and leadership teams to implement process change. • Create and maintain process maps and system level job aids that capture the mortgage originations process inclusive of stage specific exit criteria, quality metrics, applicable regulatory controls, and expected turnaround times ensuring information is readily available to end users and stakeholders. They must also track iterations of the process so that it may be referenced for lessons learned and regulatory audits. • Engage and empathize with different fulfillment areas and all sales channels to understand their unique challenges, supported by objective analysis and data, to help identify needed process improvements. • Adopt an E2E mindset, understanding the way sales process impacts fulfillment process and vice versa. • Build relationships across the organization to enable cooperative and collaborative achievement of business objectives. • Partner with internal stakeholders to research, identify, advise, and deliver on solutions to complex problems, requiring a high degree of ingenuity, creativity, and innovation. • Collaborate with change management team to ensure effective implementation of new processes, including stakeholder communications. • Be a strategic thinker; demonstrating the ability to anticipate client needs; ability to identify & solve complex problems utilizing strong conflict management skills. Understands business model and directly contributes to the execution of business strategy, including risk and financial impacts. • Strong Quality and Measurement Acumen – ability to develop process related metrics that support the business strategy for improved client and/or employee experience and value attainment. • Continually evaluate and learn new tools, processes or approaches to further the capabilities within the team to improve existing processes. • Collaborates across teams to create an atmosphere of openness and inclusiveness to deliver expected results and value. REQUIRED QUALIFICATIONS: • Bachelor’s Degree in Business, Engineering, Statistics, Mathematics, Information Management/Sciences, or related field experience • 5+ years in business consulting or a transformational role, to include working with customer facing businesses and/or customers. Substantiated comfort level with senior leadership across an organization without boundaries; understands the business model and how to navigate to achieve desired outcomes. • Ability to operate with a results-oriented focus and strong sense of urgency. • Demonstrated experience in driving business transformation or client centric process improvement including a broad range of service model/strategy/ transformational/process improvement approaches and certifications – e.g. Lean, Black Belt Six Sigma, Business Process Management, Appreciative Inquiry, Design Thinking, Change Management, Agile, Resource Capacity Mgt., Technology Optimization, and Business Intelligence. • Strong technical and analytical skills, technical writing experience preferred. • Proficiency with MS Office, MS Project, MS Visio, Minitab, Sigma Excel, SharePoint, and creating data and process visualizations that tell the story to all levels of the organization • Proficient at identifying performance measurements, consulting on dashboards and monitoring of on-going performance • Driven to deliver on commitments, remove barriers and effectively leverage resources to deliver quality results COMPETENCIES/SKILLS: • Business Acumen – Understands business model and engagement’s contribution to meet business strategy including financial & risk impacts; proficient in current and future policies, practices, trends, and information affecting their business and organization • Peer Relationships - Can quickly find common ground and solve problems for the good of all; can represent his/her own interests and yet be fair to other groups; can solve problems with peers with a minimum of noise; is seen as a team player and is cooperative; easily gains trust and support of peers; encourages collaboration; can be candid with peers. • Problem Solving – Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply this knowledge appropriately to diverse situations. • Gemba Kaizen/Continuous Improvement – Knowledge of the concepts and principles of Gemba Kaizen methodology; ability to identify and eliminate manufacturing waste through iterative improvements to processes. • Communication Skills – Exhibits accomplished professional written, verbal, and presentation skills in a variety of formal settings; one-on-one, small and large groups, with peers, direct reports, and leadership; is effective both inside and outside the organization • Drives for Results - Can be counted on to exceed goals successfully; demonstrates the ability to anticipate client needs; very bottom-line oriented; accepts and adapts to feedback; steadfastly pushes self and others for results. • Interpersonal Savvy - Relates well to all kinds of people, up, down, and sideways, inside and outside the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can diffuse even high-tension situations comfortably. • Decision Quality - Makes good strategic decisions (without considering how much time it takes) based upon a mixture of analysis, wisdom, experience, and judgment; most of his/her innovative solutions and suggestions turn out to be correct and accurate when judged over time; sought out by others for advice and solutions. • Consistent demonstration of Key’s established leadership competencies. EQUIPMENT USED: Applicable equipment may include – PC Microsoft Office, Key originations systems e.g. Empower and Blend, and other software platforms (Miro, tableau,etc.) TRAINING REQUIRED: On the job training and identified (1) LOB specific and (2) continuous improvement curriculum. Ongoing continuous education. COMPENSATION AND BENEFITS This position is eligible to earn a base salary in the range of $71,000 to $84,000 annually depending on location and job-related factors such as level of experience. Compensation for this role also includes eligibility for short-term incentive compensation. Please click here (http://www.key.com/kco/images/Key\_Benefit\_Eligibility\_Chart.pdf) for a list of benefits for which this position is eligible. Job Posting Expiration Date: 09/25/2025 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, disability or veteran status. 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. KeyBank is an organization collectively committed to helping you unlock your potential and discover what truly drives you. Working here means sharing our purpose to help our clients, colleagues, and communities thrive. You’ll find genuinely supportive teammates, a flexible, inclusive work environment, challenging projects, accessible leaders, and opportunities to grow in your position and your career. For 200 years, Key has opened doors in our communities. Let us open one for you.