Lead Operations Analyst, Commercial Card

KeyBank•For Those Who Work At Home, OH

5d•Hybrid

About The Position

The Lead Operations Analyst, Commercial Card 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.

Requirements

Bachelor's Degree or equivalent work experience
Minimum 5 years in financial services
Minimum 3 years of Commercial Card experience
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.
Applicants must be currently authorized to work in the United States on a full-time basis.

Nice To Haves

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
Excellent organizational skills with the ability to set priorities and handle difficult situations while maintaining strong personal relationships
Self-motivated with ability to participate effectively in a highly collaborative work team environment
High technical aptitude and attention to detail with strong follow through
Proven ability to work in a fast-paced environment with a commitment and willingness to strive toward achieving company goals
Knowledge of Microsoft Office Programs including Word, Excel, PowerPoint and Project

Responsibilities

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.