Lead Operations Analyst (Loan, Payment, and Operational Services System Support)

Location:

JOB BRIEF

Plays a role in providing ongoing production support, project support, business analysis and subject matter expertise for Oracle Banking Collections and other Default based applications. Independently drives assigned initiatives to successful conclusions within established time and budget goals. As an analyst, you will develop industry expertise and detailed product knowledge, and drive execution of strategic initiatives.

Primary responsibility is providing operation support of Oracle Banking Collections and additional areas of support, as assigned. Job functions of an Operations analyst include:

• Performs business analysis for collections applications as assigned; applications can include Oracle Banking Collections, CACS/CAS, mainframe, PC, distributed systems, databases, and/or web-based applications
• Plays a role in providing ongoing production support within default applications and processes; acts as first line of contact for user reported inquiries and problems;performs problem reporting, tracking, resolution, root cause analysis and identification of preventative measures.
• Delivering high quality support and great service to our internal/external partners and clients.
• Active participation and guidance as it relates to Oracle Banking Collections, and the associated applications/systems, process initiatives and projects.
• Assists in identifying and implementing operational improvement concepts that generate measurable benefits across the organization (e.g. revenue, expense, client experience, etc.); further supports larger improvement projects.
• Assist in developing reporting and metrics to measure performance and effectiveness of operational processes.
• Demonstrate and maintain familiarity of industry trends and practices in operational area, Risk Management, Compliance, and Operations.
• Translates business needs and requirements to Technology partners; translates technical material to the Loan, Payment, and Operational Sercives Process Areas and Lines of Business.
• Support all solutions for business critical operational or technology issues including operational impact, root cause analysis, cross business impact, and arrival at solutions; communicate clearly to end users and key stakeholders.
• Support projects that center around the completion of various tasks, including application changes, upgrades, issue remediation plans, 2nd and 3rd line of defense exams, etc.
• Leads and coordinates small projects and initiatives; provides subject matter expertise, business analysis and support for small to large scale projects, including but not limited to analyzing and defining scope and business requirements, identifying and resolving project issues, testing, implementing and supporting installations.
• Partner and communicate with stakeholder groups to ensure workload is effectively prioritized, planned, and tracked to completion.
• Builds relationships and communicates effectively with the Loan, Payment, and Operational Services Process Areas, Lines of Business, Key Technology, Vendors and other Support Partners.
• Works under the guidance of leadership to drive or analyze operational or operational support processes.
• Assists in identifying and implementing operational improvement concepts that generate measurable benefits across the organization (e.g. revenue, expense, client experience, etc.); further supports larger improvement projects.
• Assist in developing reporting and metrics to measure performance and effectiveness of operational processes.
• Demonstrate and maintain familiarity of industry trends and practices in operational area, Risk Management, Compliance, and Operations.
• Support all solutions for business critical operational or technology issues including operational impact, root cause analysis, cross business impact, and arrival at solutions; communicate clearly to end users and key stakeholders.
• Mine data from primary and secondary sources often using complex joins across multiple datasets.
• Support projects that center around the completion of various tasks, including application changes, upgrades, issue remediation plans, 2nd and 3rd line of defense exams, etc.
• Partner and communicate with stakeholder groups to ensure workload is effectively prioritized, planned, and tracked to completion.

More broadly, analysts are expected to display the following skills and competencies:

• Strong problem solving through ability to analyze qualitative, operational & financial data
• Strong interpersonal, influencing and relationship building skills; must demonstrate the ability to work cross functionally with a variety of different personality types

• Ability to concisely and effectively communicate with senior management
• High degree of adaptability & intellectual curiosity, comfortable with ambiguity
• Exceptional teamwork and collaboration
• Independently seek out learning opportunities to develop oneself.
• Mentors other business analysts to enhance their knowledge and experience, resulting in higher performance; identifies and provides learning opportunities to other business analysts.

• Bachelor's Degree or equivalent experience
• Client centric mindset
• Ability to effectively manage change
• Proven track record of building strong working relationships with internal partners and external clients
• Ability to stay on top of task assignments
• Strong decision making and analytical skills
• Excellent written and verbal communication skills
• Attention to detail in documenting and implementing requirements
• Highly organized, detail-oriented with the ability to thoroughly analyze and resolve issues
• Ability to facilitate research and resolution of sometimes less-than-straight-forward issues
• Strong aptitude to technology based tools and databases (i.e., Excel, Access, )
• Interest, willingness and ability to assimilate information quickly and succinctly
• Works well in a team-based environment

PREFERRED QUALIFICATIONS

• 1 or more years of Operational Analyst experience
• 1 or more years of experience as SME in Operational role within Key with knowledge of Default Processes
• Technically savvy in relation to Windows systems and software
• Experience in Excel with an ability to manage large data sets, creating summary views using pivots tables, data graphs/visualization

Key has implemented a role-based Mobile by Design approach to our employee workspaces, dedicating space to those whose roles require specific workspaces, while providing flexible options for roles which are less dependent on assigned workspaces and can be performed effectively in a mobile environment. As a result, this role may be mobile or home based, which means you may work either at a home office or in a Key facility to perform your job duties. Strongly preferred locations are near KeyBank's Brooklyn, OH or Amherst, NY office locations. Selected candidate, if near office location, may work occasionally onsite as directed by management's guidance and expectations.

COMPENSATION AND BENEFITS

This position is eligible to earn a base salary in the range of $56,000.00 to $78,000.00 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 and deferred incentive compensation subject to individual and company performance.

Please click here for a list of benefits for which this position is eligible.

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.