Commercial Lead Operations Analyst

Commercial Lead Operations Analyst

The Commercial Lead Operations Analyst, under leadership guidance, provides daily production support for commercial servicing applications and analyzes operational support processes. This role acts as a liaison among business units, technology teams, and external vendors to maintain system stability, data integrity, regulatory compliance, and efficient business operations. The analyst helps resolve critical operational and technology issues by assessing business impact, performing root cause analysis, evaluating cross-functional effects, and communicating solutions clearly to end users and key stakeholders. The role also supports operational improvement initiatives that deliver measurable benefits, such as increased revenue, reduced expenses, and improved client experience, while contributing to larger improvement efforts. In addition, the analyst develops reports and metrics to evaluate process performance and supports projects involving application changes, upgrades, remediation plans, and second and third line of defense exams. The Lead Operations Analyst also partners with stakeholders to prioritize work, plan effectively, and track tasks through completion.

Key Responsibilities

• Application Support & Issue Resolution
• Provide day-to-day production support for commercial servicing applications.
• Investigate, diagnose, and resolve system issues, defects, and user-reported incidents.
• Perform root cause analysis and document findings with recommended corrective actions.
• Track and manage incidents through ticketing systems (e.g., Workfront, ServiceNow, Jira).
• Business & Systems Analysis
• Act as a liaison between Operations, Servicing, Technology, and business stakeholders.
• Gather and document business requirements for system enhancements and defect fixes.
• Translate functional needs into detailed requirements for technical teams.
• Support backlog refinement, prioritization, and sprint planning activities.
• System Testing & Validation
• Develop and execute test scenarios including:
• Functional testing
• Regression testing
• User Acceptance Testing (UAT)
• Validate system changes to ensure they meet business and compliance requirements.
• Document test cases and results (e.g., using Jira Xray or similar tools).
• Data Integrity & Reporting
• Monitor and validate data across systems for accuracy and completeness.
• Perform data reconciliations and identify discrepancies.
• Support reporting needs for operations, management, and regulatory requirements.
• Process Improvement & Automation
• Identify opportunities to improve operational efficiency and reduce manual workarounds.
• Partner with stakeholders to implement automation or system enhancements.
• Compliance & Risk Management
• Ensure system processes adhere to regulatory requirements
• Support audit activities by providing documentation, evidence, and system explanations.
• Maintain audit-ready documentation including procedures, controls, and test evidence.
• Identify and escalate risks, control gaps, or compliance concerns.
• Release & Change Management
• Support system releases, upgrades, and patches.
• Participate in change management processes, including impact assessments and approvals.
• Validate system readiness post-deployment.
• Stakeholder Communication
• Provide clear, timely updates on incidents, enhancements, and project status.
• Prepare executive summaries, dashboards, and operational reports.
• Facilitate meetings with cross-functional teams (Operations, Servicing, Technology, Risk, Compliance).

Required Qualifications

• Attention to detail in documenting and implementing requirements
• Highly organized, detail-oriented with the ability to thoroughly analyze and resolve issues
• Excellent written and verbal communication skills
• Ability to effectively manage change
• Ability to stay on top of task assignments
• Strong decision making and analytical skills
• Ability to facilitate research and resolution of sometimes less-than-straight-forward issues
• Strong aptitude to technology-based tools, Windows systems, software, and databases (i.e., Excel, Access, etc.).
• Interest, willingness, and ability to assimilate information quickly and succinctly
• Works well in a team-based environment while excelling as an independent contributor who leverages autonomy
• 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.
• 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.
• Technically savvy in relation to Windows systems and software
• Experience in Excel and Jira with an ability to manage large data sets, creating summary views using pivots tables, data graphs/visualization
• Partner and communicate with stakeholder groups to ensure workload is effectively prioritized, planned, and tracked to completion.
• Performs other duties as assigned; duties, responsibilities and/or activities may change or new ones may be assigned at any time with or without notice
• Complies with all KeyBank and/or department policies and procedures, including without limitation, acting professionally at all times, conducting business ethically, avoiding conflicts of interest, and acting in the best interests of clients and the organization.

Education

• Bachelor's Degree (preferred)
• OR equivalent experience (required)

Work Experience

• Minimum 3 years of relevant experience (required)

Skills

• Working knowledge of major production application systems (Loan IQ, CLS, LaserPro, Stucky, etc.) used for delivery of services to internal and external clients; ability to leverage major production application systems in diverse situations.
• Working knowledge of the criticality of getting things done despite current circumstances and the ability to utilize assigned resources and leverage back-channel resources (individuals or teams) to achieve or exceed planned outcomes.
• Working knowledge of the necessity and value of accuracy; ability to complete tasks with high levels of precision.
• Working knowledge of techniques and tools that promote effective analysis; ability to determine the root cause of organizational problems and create alternative solutions that resolve these problems.
• Basic Understanding of the importance of "big picture" thinking and planning; ability to apply organizational acumen and competitiveness to identify and maintain focus on key success factors for the organization.
• Extensive experience with approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations.
• Basic understanding of processes, tools, and techniques for assessing and controlling an organization's exposure to risks of various kinds; ability to apply knowledge of risk management appropriately to diverse situations.
• Working knowledge of collaborative techniques; ability to work with a variety of individuals and groups in a constructive and collaborative manner.
• Working knowledge of effective communication concepts, tools, and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.
• Working knowledge of effective influencing tactics and strategies; ability to impact decisions within and outside own organization.
• Working knowledge of back-office operations; ability to implement the practices, processes, technologies, and applications associated with banking transaction processing and records management.
• Working knowledge of business data analysis; ability to collect, identify, analyze, and interpret business data using various kinds of techniques to meet business needs and requirements.
• Expected to demonstrate company's values and abide by KeyBank's code of conduct.

Physical Demands

• General Office - Prolonged sitting, ability to communicate face to face in person or on the phone with teammates and clients, frequent use of PC/laptop, occasional lifting/pushing/pulling of backpacks, computer bags up to 10 lbs.

COMPENSATION AND BENEFITS

This position is eligible to earn a base salary in the range of $57,000.00 - $87,000.00 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 which may include production, commission, and/or discretionary incentives.

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