Fraud Disputes Operations Section Manager

Location: 4910 Tiedeman Road, Brooklyn Ohio Job Summary This role manages a staff that supports Fraud Disputes operations for KeyBank, ensuring compliance with Regulation E requirements and delivering high-quality service across multiple fraud and dispute product channels, including ACH, Zelle, Bill Pay, P2P, RTP, and Debit Card transactions. The incumbent is responsible for optimizing operational performance, driving process improvements, and implementing strategic initiatives that enhance customer experience, reduce risk, and improve efficiency. This position plays a critical leadership role in partnering with Technology, Operations, Risk, Compliance, Legal, Vendor Management, and Line of Business stakeholders to implement and enhance fraud and dispute technologies, develop automation solutions, and support organizational change initiatives. The successful Operations Section Manager ensures operational excellence while overseeing audit, legal, escalation, and complaint matters, maintaining strong controls, and continuously identifying opportunities to improve service delivery, regulatory compliance, and teammate effectiveness. Qualified candidate must be available for IT releases during non-standard business hours (ex. evening, early morning and/or weekend releases). Essential Functions Lead and guide day-to-day activities of the Fraud Disputes team (up to 20 teammates), ensuring service excellence, regulatory compliance, workflow optimization, and achievement of established service level agreements. Manage partnership with offshore resources and leadership. Develop and lead a high-performing team through hiring, coaching, mentoring, and performance management while fostering an inclusive, engaged, and customer-focused culture. Ensure compliance with Regulation E, applicable banking regulations, and internal policies by implementing, monitoring, and testing procedural controls and risk mitigation strategies. Lead and execute strategic projects, technology implementations, and continuous improvement initiatives supporting fraud and dispute operations across ACH, Zelle, Bill Pay, P2P, RTP, and Debit Card channels. Partner with Technology, Operations, and Line of Business stakeholders to identify, develop, and implement automation solutions that improve operational efficiency, reduce manual case handling, and enhance the client experience. Support organizational change management efforts by preparing, educating, and equipping teams to successfully adopt new systems, processes, technologies, and regulatory requirements. Oversee and manage complex audit, legal, escalation, complaint, and regulatory matters, ensuring timely resolution, appropriate documentation, and adherence to established standards. Execute human capital decisions and workforce planning initiatives that support operational objectives, financial goals, productivity targets, and teammate development. Resolve complex client and operational issues while balancing customer outcomes, regulatory requirements, risk management, and production objectives. Ensure quality control, adherence to bank standards, and timely implementation of new policies, procedures, and process enhancements. Monitor team performance and key operational metrics; provide training, coaching, and development opportunities to improve efficiency, quality, compliance, and employee retention across multiple sites. Exercise sound risk management practices and internal control disciplines while leveraging data, reporting, and technology to monitor performance and identify improvement opportunities. Organize workflow and allocate resources effectively to meet business demands and maintain adherence to service level agreements and regulatory deadlines. Partner with Risk, Compliance, Legal, Vendor Management, Technology, Operations, and Line of Business stakeholders to support strategic priorities, solve complex business challenges, and drive operational excellence. Proactively identify operational,