Exhibit 10.2

September 1, 2004

Mr. Stephen E. Yates
9226 Pony Express
San Antonio, TX 78255

Dear Steve:

On behalf of KeyCorp, I am delighted to extend you our offer of employment as
the Executive Vice President and Chief Information Officer reporting directly to
me. In this role you will be a member of the Company's Management Committee as
well as the Executive Council.

Subject to the approval of the Compensation Committee (this letter has already
been approved by the Chair of the Compensation Committee), I am pleased to
extend to you the following employment terms, effective with your start date on
September 2, 2004:

      -     BASE SALARY: $500,000 per annum, payable semi-monthly. Please note
            that we are transitioning to a bi-weekly payroll cycle beginning in
            2005.

      -     CASH INCENTIVE TARGET: Your annual incentive target award is
            $500,000. Your actual award will be funded based 50% on overall
            KeyCorp corporate performance and 50% on the performance of Key
            Technology Services (as it may be renamed in the future). Your
            individual award will be based on the evaluation of your
            contribution and performance by the Compensation Committee, the
            Chief Executive Officer and the Chief Administrative Officer.
            Depending on the performance of Key Technology and overall KeyCorp
            corporate performance, these awards can range from 0% to 300% of
            target. Our annual incentives are paid in mid-March. For 2004, your
            target will be prorated based on your start date.

            Any incentive compensation that is payable to you over $100,000,
            will be subject to the terms and conditions of KeyCorp's Automatic
            Deferral Plan, then in place. A copy of that Plan has been sent to
            you.

      -     LONG TERM: You will be a participant in the Company's Long Term
            Incentive Compensation (LTIC) plan. Your target award will be
            $800,000, which is delivered 50% in Performance-Based Restricted
            Stock and 50% as Stock Options. The Restricted Stock portion of the
            award is delivered in February and the Stock Option portion is
            granted in July. The Performance-Based Restricted Stock will vest,
            depending on KeyCorp's performance, from 50% to 150% of the award,
            with performance below the 50% threshold resulting in a total
            forfeiture. Our current stock option value is based at $7.70 per
            share. Stock Option shares will vest one-third per year (fully
            vested in three years) from the date of grant.

            As you and I have discussed, the timeframe that you expect to be at
            Key is 3-5 years. In the event that you leave the Company either (a)
            prior to the end of the fifth year of your employment and with the
            consent of the Compensation Committee based upon you having achieved
            your Employment Objectives (as hereinafter defined), or (b) after
            your fifth year of employment, any Performance-Based Restricted
            Stock awards that have been granted to you, which are not fully
            vested, will continue to be in effect as if you were an active
            employee through the balance of the vesting period. Additionally, if
            either of the events specified in (a) or (b) of the preceding
            sentence occurs, all stock options that have been granted to you
            will vest, to the extent not already vested. All options that vest
            will be exercisable for three years following your employment
            termination date, but in no event for a period beyond the options'



            term. You will have achieved your "Employment Objectives" at such
            time as KeyCorp's Compensation Committee, upon the recommendation of
            KeyCorp's CEO, determines that Key Technology Services (as it may be
            renamed in the future) has been transformed into a top tier, high
            performing, cost effective technology and information organization
            that closely supports Key's lines of business and that strong
            successor management is in place and ready to assume leadership of
            Key Technology Services (as it may be renamed in the future). The
            determination of the Compensation Committee and KeyCorp's CEO as to
            whether you have achieved your Employment Objectives shall be final
            and conclusive. You will not ask KeyCorp's Compensation Committee or
            CEO to determine that you have achieved your Employment Objectives
            prior to the end of the third year of your employment unless you
            believe that family considerations warrant you making the request.

            All Performance-Based Restricted Stock and Stock Option awards are
            discretionary, subject to the approval of the Compensation Committee
            of KeyCorp's Board of Directors and are presently granted in
            accordance with KeyCorp's 2004 Equity Compensation Plan, which
            includes a so-call claw-back provision for harmful activity. Please
            note that the Restricted Stock award is contingent upon your
            acceptance of the terms and conditions of the KeyCorp Award of
            Restricted Stock Agreement, which includes restrictions relating to
            non-public information, intellectual property and non-hire and
            non-contact (respectively) of Key's employees and customers.

      -     SPECIAL SIGNING BONUS: You will receive a special signing bonus,
            which is comprised of two components. First, effective on the date
            the Compensation Committee approves this letter, you will be granted
            a signing bonus of $400,000. This award will be denominated in
            phantom common shares and will vest 1/3 upon approval of this letter
            by the Compensation Committee, 1/3 on the first anniversary of the
            date of this letter, and the final 1/3 on the second anniversary of
            the date of this letter. Unless you have elected to defer payment,
            the phantom shares will be payable to you in KeyCorp Common Shares
            upon vesting; provided, further, concurrent with this letter you
            have elected to defer payment under KeyCorp's Voluntary Deferral
            Plan of the initial 1/3 installment.. Second, you will also receive
            a special Stock Option grant of 100,000 shares. These options will
            vest 1/3 each on the same dates as the phantom common shares above.
            The price of these options will be based on the price of KeyCorp
            stock (the average of the high and the low) on the date the
            Compensation Committee approves this letter.

In addition, you will be eligible for the following:

CHANGE OF CONTROL AGREEMENT: You will be provided with a Change of Control
Agreement of the type generally given to other KeyCorp senior officers, a draft
copy you have already received.

EXECUTIVE PERQUISITES: You will be eligible for the following:

      -     Membership in one luncheon club in Cleveland. The Company will pay
            any initiation fees (grossed-up for any taxes) and your monthly dues
            and any assessments. Reimbursement for monthly expenses will
            automatically be made through payroll and will be grossed-up for tax
            purposes.

      -     Initiation fees in a personal country club, if you desire, which
            shall be grossed-up for tax purposes. Any subsequent expenses (i.e.,
            monthly dues, assessments, personal expenses, annual fees) will be
            paid by you. Business related expenses, of course, may be reimbursed
            through our expense reimbursement process.

RELOCATION

A copy of your relocation summary has already been provided to you. All of the
services will be grossed-up for Federal, state, local and FICA taxes. If you
voluntarily terminate your employment with KeyCorp within one year of your hire
date, you will be responsible for repayment of 100% of the total relocation
expense incurred by KeyCorp. If you voluntarily terminate after one-year, but
within two years of your hire date, you will be responsible for




repayment of one-half of the total relocation expense. Our relocation firm will
be in touch with you shortly to discuss relocation arrangements with you. We
agree that the move will be an "executive level" move - which would include such
services as crating artwork and antiques, transporting automobiles and
motorcycles, and otherwise trying to assure that all property is moved in a
careful way, designed to avoid damage.

We also agree that as part of your relocation we will make the following
exceptions. First, we will provide temporary living arrangements in Cleveland
for a maximum of one year, if required. Second, during that year, we will
provide recurring travel to home city or comparable location. Third, we will
pay, up to a maximum of $100,000, for you to relocate, following the conclusion
of your employment with KeyCorp, to a location designated by you.

As an employee you are also eligible for the following company benefits:

      -     Participation in the 401(k) and cash balance and the excess 401(k)
            and cash balance plans in accordance with plan documents. In the
            event that you leave the Company prior to the end of the fifth year
            of your employment with the consent of the Compensation Committee
            based upon you having achieved your Employment Objectives, the
            Company will pay to you in a lump sum (within 30 days after your
            employment termination date) an amount equal to the accrued balance
            credited to your account under the cash balance and excess cash
            balance pension plans to the extent such accrued balance would be
            forfeited upon your employment termination date because you had not
            achieved five years of vesting service pursuant to the plans. In the
            event that you leave the Company prior to the end of the third year
            of your employment with the consent of the Compensation Committee
            based upon you having achieved your Employment Objectives, the
            Company will pay to you in a lump sum (within 30 days of your
            employment termination date) an amount equal to the unvested Company
            match under the excess 401(k) plan (together with the earnings
            thereon) to the extent such unvested Company match would be
            forfeited upon your employment termination date because you had not
            achieved three years of vesting service pursuant to the plan.

      -     Enrollment in Medical, Dental, Life Insurance and other insurance
            coverage according to company policy and coverage limits (coverage
            begins the first of the month following employment).

      -     In accordance with policy, beginning in 2005, you will be eligible
            for 25 days of paid time off (PTO). Your PTO allowance for 2004 will
            be prorated based on your start date.

      -     These and additional benefits are outlined in the New Employee
            Resources Guide, which you have received. (The Company reserves the
            right to revise benefits at any time to comply with regulatory
            changes and/or changes in Company policies, but at no time during
            your employment will the total value of these benefits be reduced
            unless the total value of these benefits is similarly reduced for
            other senior executives; provided, however, if you believe that the
            aggregate value of all benefits has been reduced by more than $5,000
            in value on an annual basis and you so notify KeyCorp in writing
            (through the head of Human Resources), KeyCorp will determine the
            value of the annual reduction and pay you in cash (grossed up for
            federal, state, local and FICA taxes) any amount of reduction in
            excess of $5,000.)

You will be KeyCorp's representative to BITS, which is part of the Financial
Services Roundtable. You currently are a member of the Board of Directors of
Applied Industrial Technologies. We generally permit our senior executives to be
a member of one corporate board. Of course, we reserve the right to require you
to resign from any Board if we determine that there is a conflict or potential
conflict of interest with KeyCorp or it is otherwise undesirable, in our
opinion, for you to continue the Board membership.

This employment offer and the compensation payable to you as set forth above are
contingent upon satisfactory completion of the following in KeyCorp's judgment:

      -     Application for employment and related documents.



      -     Review of references, a pre-employment drug screen and a background
            investigation.

                  -     A review for FDIC prohibited offenses which includes
                     fingerprints taken on or about the first day of
                     employment and which can take up to six months to
                     process.

                  -     KeyCorp reserves the right to withdraw its offer of
                     employment or to terminate your employment (if you
                     become employed at KeyCorp) if the results of the
                     applicant review are unsatisfactory in KeyCorp's
                     judgment.

Steve, we are very excited about the prospect of you joining Key and look
forward to a mutually beneficial and rewarding relationship.

Sincerely,

Thomas C. Stevens

AGREED TO: ____________________________
                 Stephen E. Yates

Dated: ________________________________