Principal Business Analyst

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GENERAL FUNCTION:

Serves as a primary liaison between Operations, IT and all lines of business (LOB) for projects large in scope and nature to the Bancorp, Line of Business and Central Operations. Position will be responsible to analyze non-standard business and user needs, document requirements, and resolve complex problems by working in collaboration with all partners through the Bancorp.

Responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures as defined. Accountable for always doing the right thing for customers and colleagues, and ensures that actions and behaviors drive a positive customer experience. While operating within the Bank’s risk appetite, achieves results by consistently identifying, assessing, managing, monitoring, and reporting risks of all types.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Provides expertise and execute projects for customer experience initiatives, problem prevention/resolution initiatives, and strategic initiatives to make measureable improvements.
• Responsible for management reporting, metrics, and dashboard creation/distribution.
• Functions as the liaison between the business lines, Operations and the technical areas throughout the project cycle.
• Provides technical expertise and drive process improvement initiatives to achieve measurable productivity results that translate to financial benefits.
• Acts as team leader for large or complex projects.
• Meets regularly with strategic business partners to review current challenges, uncover root causes, recommend course correction, and implement strategies to support implementation effectiveness based on feedback.
• Leads and/or monitor design and execution of key process improvement, problem prevention and customer experience initiatives to achieve Performance Plan objectives.
• Coordinates development and support for new and existing processes.
• Partners with the technical areas in the research and resolution of system and process problems.
• Identifies, researches and analyzes problems, develops solutions and resolves problems.
• Identifies system enhancements, documents business needs and determines development impact to current processes. Works with IT and users to ensure accuracy of enhancements.
• Reviews operational procedures and methods and recommends changes for improvement with an emphasis on automation and efficiency.
• Plays a key role in the planning, testing and implementation of system enhancements and conversions. Ensures system enhancements follow the appropriate IT guidelines, meet or exceed user requirements and are completed in a timely fashion.
• Provides input into the creation of detailed project plans, work assignments, target dates and other aspects of assigned projects.
• Provides guidance and context in prioritizing and determining complexity of problems and requests.
• Identifies, researches and analyzes problems, develops solutions, and resolves problems.
• Works with IT resources (in house and third party) to ensure work is completed to specification.
• Provides the means by which the lines of business may capitalize on income and cost saving opportunities.
• Influences leaders and peers across organizational lines to take action on strategic initiatives or process changes.
• Maintains a moderate understanding/knowledge of Operations and all supported businesses.
• Responsible for management reporting, metrics, and dashboard creation/distribution.
• Establishes the climate that encourages an open two-way channel of communication whereby team members exchange ideas / suggestions and share information.
• Conducts best practice research; makes recommendations to the Operations’ leadership; and designs and executes on related improvements to processes.
• Designs, implements, analyzes, monitors or supports special projects that integrate with key business objectives.

MINIMUM KNOWLEDGE, SKILLS AND ABILITES REQUIRED:

• Bachelor's Degree or equivalent work experience.
• Minimum 5 years work experience in operations, call center, or related ex