Vendor Servicing Optimization Lead

KeyBank•East Honolulu, HI

7d•$80,000 - $150,000•Remote

About The Position

The Optimization Lead will be responsible for driving continuous improvement and performance optimization across the entire Vendor Servicing program management Organization. This role ensures that utilized digit platforms deliver maximum value to clients and internal stakeholders through data-driven insights, process enhancements, and advanced technology integration. They will assist with client conversions and implementations, updating equipment configurations, financial account updates and be the escalation point for Relationship Managers, as appropriate. They will manage additional business expectations for the client and internal partners as expected to assist with revenue goal and business priorities. Additionally, the Optimization Lead will support stakeholders by leading training efforts during the rollout of new features and organization – wide initiatives, ensuring smooth adoption and maximizing user engagement.

Requirements

Minimum 5 years in financial services; with minimum 3 years of proven experience in CRM platforms (Salesforce, OvationCXM, Zendesk, or similar).
Minimum 3 years account servicing and client escalation management experience, within acquiring and issuing highly preferred.
Strong analytical skills driving data driven insights with proficiency in storytelling leveraging data visualization tools (Tableau)
Expertise in optimization frameworks (RICE) and Agile methodologies.
Familiarity with AI/ML applications for personalization and workflow automation.
Excellent communication and stakeholder management skills.
An ability to change, influence others, and foster teamwork.
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.

Responsibilities

Platform Optimization: Analyze CRM workflows, user journeys, and system performance to identify opportunities for efficiency and scalability.
Data-Driven Insights: Leverage analytics, and behavioral data to inform optimization strategies and improve client engagement.
Cross-Functional Collaboration: Partner with Product, Technology, Marketing, and Client Success teams to implement enhancements and ensure alignment with business objectives.
Innovation & Automation: Introduce AI/ML-driven personalization, predictive analytics, and automation to streamline processes and improve customer experience.
Governance & Compliance: Ensure optimization initiatives adhere to data privacy, security, and regulatory standards.
Performance Reporting: Maintain dashboards to measure impact of optimization efforts and communicate results to leadership.
Training & Adoption: Lead training efforts for stakeholders during rollout of new features and initiatives to ensure smooth adoption.
Change Management: Maintain a detailed change log for platform adjustments by line of business.
Process Development: Develop and maintain line-of-business setup processes for each stakeholder team using the platform.
Data Maintenance: Maintain a data maintenance schedule to ensure accuracy, integrity, and compliance across the CRM ecosystem.
Procedure Updates: Update procedures with internal and external partners to enhance the client experience and ensure alignment with evolving business needs.