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Operations Process Quality Specialist and Procedure Analyst

1 month ago

Needham, Massachusetts, United States Needham Bank Full time
Job Description

This role is responsible for evaluating and analyzing the operations' adherence to policies and procedures, as well as compliance with regulations and risk guidelines within Needham Bank Operations. The key focus is to support the strategy and execution of Operations' processes through the identification of strengths and areas of opportunity, driving efficiencies, compliance, risk reduction, and alignment with department policies and procedures.

Key Responsibilities
  • Support the documentation of Operations' process flows, policies, and procedures, and evaluate performance measures that meet industry standards for consistency in operational outcomes.
  • Develop and implement Operational Excellence initiatives.
  • Conduct data and process analysis using structured programs and methodologies.
  • Analyze data to determine the root cause of opportunities to improve the customer experience, adherence to regulations, and procedures, and identify key drivers of process inefficiencies or customer dissatisfaction.
  • Create job aids to support specialists in delivering to standards.
  • Evaluate and assess Operations' processes, policies, and procedures for opportunities for improvement.
  • Monitor Operations' consistent delivery to regulations and Needham Bank policies and procedures.
  • Identify opportunities to improve customer, contact handling, and work processes.
  • Understand the bank's Net Promotor Score (NPS) negative and positive drivers.
  • Monitor, evaluate, and coach specialists on the quality of their performance against standards.
  • Provide effective written and verbal feedback with summaries and analysis on performance reflecting adherence to Operations' processes, policies, and procedures.
  • Contribute to Operations by supporting PMO initiatives and project implementations.
  • Provide needs analyses and make recommendations for enhancements and development of training materials.
  • Prepare and analyze internal and external quality reports.
  • Coordinate and facilitate process development and analysis sessions.
  • Manage multiple priorities with reporting and customer information.
Requirements
  • Strong leadership skills.
  • Excellent written and verbal communication skills.
  • Ability to document procedures and processes.
  • Highly self-motivated and experienced in managing multiple tasks.
  • Works well independently.
  • Ability to analyze and solve problems.
  • Solid project management skills.
  • Ability to influence performance and provide constructive criticism and positive coaching.
  • Ability to work effectively with different personalities and resolve conflicts.
  • Superior customer service and problem-solving skills.
  • Maintains a professional manner at all times.
  • Adapts well to and helps others manage change.
  • Strong statistical and analytical skills for both data, root cause, and process flow analysis, with the ability to define and create metrics, reports, tools, and other resources to quantify and analyze results.
  • Strong computer and technical skills, Microsoft Visio expertise preferred.
  • Must have reliable transportation; must be flexible and able to adapt to new responsibilities or assignments as directed.
  • Ability to adhere to Needham Bank's Core Values (Focus on Customer Relationship, Embrace Change, Work as a Team, Be an Asset to Your Community, Always Learn, and Do the Right Thing).
Education and Experience
  • Bachelor's Degree preferred or equivalent experience.
  • Minimum of three years banking or process documentation experience highly preferred.
  • Experience in documentation development, training, coaching, and influencing teams preferred.
  • Knowledge of federal and state regulations and guidelines pertaining to banking preferred.
Working Conditions/Physical Demands
  • Normal business office environment.

Needham Bank offers a competitive salary and an amazing benefit package for a full-time employee, including fully paid medical and dental insurance, HRA, 401(k) plan with an 8% bank match, paid time off (PTO), paid holidays, a bonus program, flexible spending accounts, vision service plan, group term life insurance, short and long-term disability insurance, tuition reimbursement, and an Employee Assistance Program. We offer a great benefit package to our eligible part-time employees as well.

At NB, we are dedicated to building a diverse, inclusive, and authentic workplace. If you are excited about this role, but your past experience doesn't align perfectly with every qualification in the job description, we still encourage you to apply. You may be just the right candidate for this or other roles.

Needham Bank is an Equal Opportunity/Affirmative Action Employer. Needham Bank will provide all applicants for employment and all employees with equal opportunity for employment and promotion regardless of race, color, religion, gender, national origin or ancestry, age, disability, veteran status, military service, sexual orientation, genetic information, or gender identity.