Lead Operations Analyst (KeyNavigator)

Location:

4910 Tiedeman Road - Brooklyn, Ohio 44144

This role will support multiple functions and processes within Payment and Deposit Operations, focusing primarily on application and operational support. 

Payment and Deposit Operations foster a culture founded on accountability, teamwork, leadership, intellectual curiosity, and a balanced foundation between work and personal life. 

ESSENTIAL JOB FUNCTIONS

Primary responsibility is providing operational support of operational systems and additional areas of support, as assigned.  Job functions of an Operations analyst include:

• Performs business analysis for payment and deposit applications as assigned; applications can include mainframe, PC, distributed systems, databases, and/or web-based applications.
• Plays 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 our internal/external partners and clients.
• Assists 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.
• Assist in developing reporting and metrics to measure performance and effectiveness of operational processes.
• Demonstrate and maintain familiarity of industry trends and practices in operational areas, Risk Management, Compliance, and Operations.
• Translates business needs and requirements to Technology partners; translates technical material to the Loan, Payment, and Operational Services Process Areas and Lines of Business.
• Support 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.
• Mine data from primary and secondary sources often use complex information across multiple datasets.
• Support projects that center around the completion of various tasks, including application changes, upgrades, issue remediation plans, 2nd and 3rd line of defense exams, etc.
• Leads and coordinates 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.
• Create test scripts, identify all requirements and plan testing to validate application effectiveness.
• Complete testing and associated data analysis. 
• Partner and communicate with stakeholder groups to ensure workload is effectively prioritized, planned, and tracked to completion.
• Build relationships and communicate effectively with the Loan, Payment, and Operational Services Process Areas, Lines of Business, Key Technology, Vendors and other Support Partners.

More broadly, analysts are expected to display the following skills and competencies:

• Strong problem solving through ability to analyze qualitative, operational & financial data.
• Strong interpersonal, influencing and relationship building skills; must demonstrate the ability to work cross functionally with a variety of different personality types.
• Ability to concisely and effectively communicate with senior management.
• High degree of adaptability & intellectual curiosity, comfortable with ambiguity
• Exceptional teamwork and collaboration
• Independently seek out learning opportunities to develop oneself.
• Mentor other business analysts to enhance their knowledge and experience, resulting in higher performance; identifies and provides learning opportunities to other business analysts.

REQUIRED QUALIFICATIONS

• 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.

PREFERRED QUALIFICATIONS

• Minimum of 1 year of Operational Analyst experience
• Technically savvy in relation to Windows systems and software
• KeyNavigator experience
• SalesForce Experience
• JIRA experience

Key has implemented an approach to employee workspaces which prioritizes in-office presence, while providing flexible options in circumstances where roles can be performed effectively in a mobile environment.

COMPENSATION AND BENEFITS

This position is eligible to earn a base salary in the range of $56,000.00 - $85,000.00 annually. Placement within the pay range may differ based upon various factors, including but not limited to skills, experience and geographic location. Compensation for this role also includes eligibility for incentive compensation subject to individual and company performance.

Please click here for a list of benefits for which this position is eligible.

Job Posting Expiration Date: 10/21/2025

KeyCorp is an Equal Opportunity Employer committed to sustaining an inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

Qualified individuals with disabilities or disabled veterans who are unable or limited in their ability to apply on this site may request reasonable accommodations by emailing HR_Compliance@keybank.com.