Lead Operations Analyst, Commercial Card

Location:

4910 Tiedeman Road, Brooklyn Ohio

Position Location Policy

• General Location: Open to candidates within the United States.
• Hybrid Requirement (if within specific cities):
• If the selected candidate resides in Cleveland, OH, Buffalo, NY, or Albany, NY, they are expected to work on-site 2 days per week at the nearest KeyBank office (non-branch location).
• Remote Option:
• If the selected candidate lives outside of KeyBank’s geographic footprint, the position will be considered fully remote.

ABOUT COMMERCIAL BANK
The Commercial Bank, now inclusive of Payments, is the heart of KeyBank’s business segment and is targeted for rapid growth. Comprised of commercial client relationship teams, commercial risk, onboarding and servicing, Institutional Bank payments business development and payments products and solutions. The Commercial Bank caters to a wide breadth of industry verticals and client segments, and our portfolio of solutions is positioned to support commercial entities of all sizes - from a mom-and-pop restaurant, to a publicly traded company.

The Lead Operations Analyst position is a dynamic role which owns the end-to-end client experience for modifications to their Commercial Card program.  They are KeyBank’s primary point of contact, leading commercial clients through the post-sales experience to ensure clients are quickly and effectively using the Commercial Card solutions. Modification projects can range in size and complexity, and the Lead Operations Analyst will be expected to actively manage multiple projects at a time in various stages of completion.  The Lead Operations Analyst will work closely with clients, FinTech partners, sales, and back-office support teams to ensure successful and timely implementations.

ESSENTIAL JOB FUNCTIONS

• Responsible for overseeing assigned Commercial Card modification packages; ensuring configuration, training and adoption of new solutions.  
• Lead meetings with stakeholders, including sales team members, clients, vendor representatives and other partners. 
• Clearly understand and articulate our clients’ priorities, objectives and expectations. 
• Create material to scope and plan modification projects, maintain transparency, and manage stakeholder expectations. 
• Drive on-time fulfillment of SLA commitments by promoting stakeholder accountability, mitigating project issues and risks, and adapting to project changes.
• Continually develop expertise in accounts payables payment products and how they respond to client unique needs and requirements to close the gaps between current solution capabilities and our client’s needs.
• Fully understand and adhere to KeyBank policies and procedures regarding business resiliency including maintenance and retention of project plans, work completion, and system records
• Adhere to all Risk policies and procedures. 
• Limited travel required.

REQUIRED QUALIFICATIONS

• Five + years in financial services
• Experience in client escalation management
• Strong analytical skills. Excellent problem solving and quantitative skills.
• Strong internal and external communication skills.
• Organizational skills, including ability to prioritize work.
• Must be able to handle fast paced, ever changing work environment.
• Excellent time management skills.
• Attention to detail.
• A team player with proven ability to build strong collaborative relationships with internal partners.
• Dedicated to exceeding the expectations of clients.
• Ability to identify inefficient processes, recommend solutions.
• An ability to change, influence others, and foster teamwork.
• Proficiency with PCs and standard Microsoft Office software.

PREFERRED QUALIFICATIONS

• Bachelor's Degree or equivalent work experience

• Minimum 3 years commercial card experience

• Project Management or Business Analyst experience, possessing strong project management, problem solving, critical thinking, and written and verbal communication skills with a demonstrated application of those skills working with partners (internal and/or external) 

• Experience with ERP/Financial system file formats including text w/ delimiters and csv.

• Excellent interpersonal and client facing skills, driving an exceptional client experience  

• Highly effective working independently with little supervision and comfortable making difficult decisions