Lead Operations Analyst (Payment and Deposit Applications Operations Support)

KeyBank-posted about 17 hours ago

$56,000 - $85,000/Yr

Full-time • Mid Level

Remote • Brooklyn, OH

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This role will support multiple functions and processes within Payment and Deposit Operations, focusing primarily on application and operational support. It is an After-Hours PDSS Analyst Position, responsible for ensuring operational continuity and support during non-standard hours across multiple critical areas, including ACH validation, CP4 VIP processing, Lockbox support, modernization projects, access control certifications, and process improvement initiatives. This role combines technical expertise with analytical skills to enhance efficiency, reduce errors, and strengthen client service reliability. Payment and Deposit Operations foster a culture founded on accountability, teamwork, leadership, intellectual curiosity, and a balanced foundation between work and personal life.

Providing operational support of operational systems and additional areas of support, as assigned.
Performing business analysis for payment and deposit applications as assigned; applications can include mainframe, PC, distributed systems, databases, and/or web-based applications.
Primary Operational Support of CP4, ACH, and Lockbox.
Playing a leadership role in providing ongoing production support within Payment and Deposit Operations 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 internal/external partners and clients.
Assisting 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.
Assisting in developing reporting and metrics to measure performance and effectiveness of operational processes.
Demonstrating and maintaining familiarity of industry trends and practices in operational areas, Risk Management, Compliance, and Operations.
Translating business needs and requirements to Technology partners; translates technical material to the Loan, Payment, and Operational Services Process Areas and Lines of Business.
Supporting 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.
Mining data from primary and secondary sources often use complex information across multiple datasets.
Supporting projects that center around the completion of various tasks, including application changes, upgrades, issue remediation plans, 2nd and 3rd line of defense exams, etc.
Leading and coordinating 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.
Creating test scripts, identify all requirements and plan testing to validate application effectiveness.
Managing team Access Control Requests
Conducting Audits on Access Control and Control Procedures.
Creating, editing, and cataloging procedures and training documents.
Completing testing and associated data analysis.
Participating in weekend on-call rotation for Lockbox and support Lockbox Modernization projects, including 1:00 AM transition validations and queue/OXI error remediation.
Partnering and communicating with stakeholder groups to ensure workload is effectively prioritized, planned, and tracked to completion.
Building relationships and communicate effectively with the Loan, Payment, and Operational Services Process Areas, Lines of Business, Key Technology, Vendors and other Support Partners.

Bachelor’s Degree or equivalent experience.
Experience in Excel with an ability to manage large data sets, creating summary views using pivots tables, data graphs/visualization. Intermediate or high ability.
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, procedures, and various business documents.
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.

1-2 years of Operational Analyst experience
Technically savvy in relation to Windows systems and software

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