Lead Operations Analyst (Consumer Collections and Recovery Applications Focused Support)

Consumer Collections And Recovery Analyst

Plays a role in providing ongoing production support, project support, business analysis and subject matter expertise for Consumer Collections and Recovery based applications. Independently drives assigned initiatives to successful conclusions within established time and budget goals. As an analyst, you will develop industry expertise and detailed product knowledge, and drive execution of strategic initiatives.

Primary responsibility is providing operation support of Consumer Collections and Recovery applications and additional areas of support, as assigned. Job functions include :

• Performs business analysis for applications as assigned; applications can include consumer collections and recovery applications, mainframe, PC, distributed systems, databases, and / or web-based applications.
• Plays a role in providing ongoing production support within default 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.
• Active participation and guidance as it relates to consumer collections and recovery applications, and the associated applications / systems, process initiatives and projects.
• 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 area, 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.
• 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.
• Partner and communicate with stakeholder groups to ensure workload is effectively prioritized, planned, and tracked to completion.
• Builds relationships and communicates effectively with the Loan, Payment, and Operational Services Process Areas, Lines of Business, Key Technology, Vendors and other Support Partners.
• Works under the guidance of leadership to drive or analyze operational or operational support processes.
• 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 area, Risk Management, Compliance, and Operations.
• 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 using complex joins 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.
• Partner and communicate with stakeholder groups to ensure workload is effectively prioritized, planned, and tracked to completion.

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

Required qualifications :

Preferred qualifications :

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. The selected individual will work in the office two or more days a week.

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 on 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.

For a list of benefits for which this position is eligible, please visit

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, age, genetic information, pregnancy, disability, veteran status or any other characteristic protected by law. 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.