Ops Department Manager

Location:

4224 Ridge Lea Road, Amherst New York

Job Profile Summary

The Manager, Business Support leads a team of system administrators responsible for the configuration and day-to-day administration of the mortgage origination technology stack — primarily Empower (LOS) and Blend (POS). The manager directs the team’s configuration work, oversees end-user support and issue resolution, and ensures changes are tested and delivered reliably through the release process. The role blends hands-on technical oversight with people leadership: coaching a small, mixed-seniority team, prioritizing a shared work queue, and connecting the team’s day-to-day delivery to broader Home Lending and KeyCorp objectives.

Essential Functions

Team Leadership

• Leads a team of 2–5 system administrators of mixed seniority; sets priorities, balances workload across a shared work queue, and coaches team members on technical approach and quality of work product.

• Develops team capability by mentoring administrators, reviewing configuration changes, and reinforcing consistent standards and documentation.

• Holds the team and self, accountable to service levels, delivery timelines, and change-control expectations.

System Administration & Configuration

• Oversees administration of Empower and Blend, including roles/RBAC maintenance, task-based workflow, system controls, business rules, regulatory and compliance configurations and product and pricing updates.

• Directs the team’s execution of configuration requests received from business and product partners, ensuring changes are implemented accurately and consistently.

• Contributes to solution design discussions to ensure all viable configurable solutions have been considered and analyzed before using code (customizations).

• Maintains select platform integrations that support origination workflow and data flow between systems.

Release, Testing & Support

• Participates in platform releases; ensures the team tests the changes it makes prior to promotion to production.

• Promotes empower configurations to all lower environments and production environments when necessary.

• Provides end-user support through a work queue, managing intake, prioritization, and timely resolution of requests.

• Triages reported issues and bugs, coordinates resolution, and escalates as needed.

• Interacts with technology vendors on occasion to resolve defects and support platform changes (does not own the vendor relationship or budget).

General

• Performs other duties as assigned; responsibilities may change or new ones may be assigned at any time with or without notice.

• Complies 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.

Skills (in order of importance)

• Hands-on administration of Empower (LOS) — User management, task-based workflow, product and pricing, system controls, orchestration engine & regulatory and compliance updates.

• Coordinates with Blend to ensure new configurations and defect resolutions are tested and deployed consistently and accurately.

• Change and release management; disciplined testing/QA of configuration changes prior to production.

• Work-queue and ticket/incident management; issue and bug triage and resolution including working with vendors (blend, Docutech, PTD, Smartfees, etc.) to ensure defects are solved timely and effectively.

• Maintenance of platform integrations and understanding of data flow between origination systems.

• Knowledge of mortgage origination process flow and source systems.

• People leadership — coaching, prioritization, and developing a small technical team.

• Clear written and verbal communication; ability to translate requirements from partners into reliable configuration.

Education & Experience

• Bachelor’s Degree (preferred) OR equivalent experience (required).

• 5+ years (ideally 6+) of relevant experience, including hands-on LOS/POS system administration and configuration (required).

• Prior experience leading or mentoring a technical team (preferred).

Work Details

• 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 or by phone, frequent use of PC/laptop, occasional lifting/pushing/pulling up to 10 lbs.

• Travel: Occasional travel to include overnight stay.

• Driving: Ability to occasionally operate a motor vehicle with a valid driver’s license.

• Work Location Category: Hybrid (3+ days if near the office location).

COMPENSATION AND BENEFITS

This position is eligible to earn a base salary in the range of $80,000.00 - $150,000.00 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.

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.

Job Posting Expiration Date: 11/04/2026

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.

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.