Senior Operations Analyst

Location:

4910 Tiedeman Road - Brooklyn, Ohio 44144

Overview:

The Payment Deposit Services and Support (PDSS) Senior Operational Analyst is responsible for supporting first-line operations across various payment processing systems. 

The department supports operational areas including but not limited to Wires, ACH (Automated Clearing House), Lockbox, Vault, Check Processing, PosPay/Reconciliation, Key Navigator, Returns, and Adjustments. The PDSS Senior Analyst ensures the seamless operation of these systems by working with PDSS analysts in supporting application updates/upgrades, leading testing processes, collaborating with cross-functional teams, and identifying opportunities for process improvements.

This role requires exceptional Excel skills, strong analytical and problem-solving abilities, a highly client-centric mindset, excellent communication skills, and a proven ability to work collaboratively across teams.

The PDSS Senior Analyst must balance technical expertise with a strong leadership and an aptitude for innovation and planning, while ensuring system reliability and supporting all aspects of operational needs. The individual will also participate in on-call rotations that may require availability outside of regular business hours.

Primary Responsibilities:

• Operational Support:
  • Lead and work with analysts in support of PDSS operation.
  • Support first-line operations for key payment systems, ensuring operational excellence in areas such as Wires, ACH, Lockbox, Vault, Check Processing, PosPay Reconciliation, Returns, and Adjustments.
  • Serve as a subject matter expert (SME) within the assigned operational areas.
  • Be on-call as part of a rotation to ensure timely issue resolution beyond standard hours.
• Data Analysis & Reporting:
  • Mine and analyze data from various sources across multiple datasets to identify critical system, operational, or client needs.
  • Develop reporting and performance metrics using Excel, including large datasets, pivot tables, graphs, and data visualizations.
• Testing & Execution:
  • Lead the design and execution of test plans, test scripts, and validation procedures for software or application updates, upgrades, and releases.
  • Troubleshoot and resolve issues identified during testing, ensuring all fixes are implemented effectively.
• Process Improvement:
  • Develop plans for operational improvements across assigned areas in collaboration with cross-functional teams.
  • Work with technology partners and business leads to translate business needs into system/technology requirements.
• Project Leadership:
  • Lead and coordinate projects and initiatives related to operations or process improvements.
  • Provide oversight and support during implementation phases, ensuring accuracy and successful delivery.
• Client-Centric Focus:
  • Maintain a strong focus on both internal and external client needs, ensuring high response times and consistent delivery of high-quality execution.
  • Lead meetings with operations and technology partners to provide client solutions and updates.

Required Skills, Competencies and Qualifications:

Bachelor’s degree or equivalent experience in a related field. Extensive knowledge of payment processing systems such as Wires, ACH, Check Processing, and Lockbox. Exceptional Excel skills, with demonstrated ability to:

• Manage and analyze large datasets.
• Create pivot tables, graphs, and summary views for metrics and reporting purposes.

Strong understanding of testing processes, including:

• Creating test scripts.
• Identifying requirements.
• Developing and executing validation plans for application updates.

Analytical abilities to identify and resolve operational challenges through data mining and qualitative evaluation. Problem-solving skills to propose and implement actionable solutions for system or operational issues. Strong interpersonal skills and ability to work cross-functionally with a variety of internal and external partners. Excellent communication skills, including:

• Verbal communication to lead meetings and manage discussions with technology partners, operations teams, and senior leaders.
• Written communication for documenting requirements, procedures, and other business documentation accurately.

Ability to:

• Collaborate and build strong relationships with colleagues across different functions.
• Adapt and thrive in dynamic environments requiring intellectual curiosity and a commitment to continual learning.

High degree of detail orientation, ensuring accuracy in processing, reporting, and documentation. Technological aptitude, with the ability to work with:

• Mainframe systems.
• Distributed systems.
• Databases and web-based applications.
• Windows systems and software.

Proven ability to effectively manage changes, demonstrate accountability for deliverables, and execute within deadlines. Ability to work independently while remaining proactive and highly collaborative in a team setting. Client-centric mindset with a proven track record of managing client expectations effectively. Strong organizational skills with the ability to track and manage simultaneous assignments.

Preferred Qualifications:

• 1-2 years of experience in an Operational Analyst role or similar position.
• Technical Savviness: Strong familiarity with Windows systems, software, and tools used for operational reporting and issue resolution.

Additional Information:

• This role requires a high degree of adaptability, intellectual curiosity, and teamwork.
• Individuals must embrace a continuous learning mindset and demonstrate a commitment to personal and professional growth.
• On-call rotation is part of the job to ensure timely support and resolution of issues outside standard hours when required.

Key has implemented a role-based Mobile by Design approach to our employee workspaces, dedicating space to those whose roles require specific workspaces, while providing flexible options for roles which are less dependent on assigned workspaces and can be performed effectively in a mobile environment. As a result, this role may be mobile or home based, which means you may work either at a home office or in a Key facility to perform your job duties.

COMPENSATION AND BENEFITS

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

Job Posting Expiration Date: 04/05/2025

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 [email protected].