Operations Process Quality Specialist and Procedure Analyst I - Needham Bank

This position is responsible for the evaluation and analysis of the operations’ adherence to policies and procedures and compliance to regulations and risk guidelines within Needham Bank Operations. The key focus of this position is to support the strategy and execution of Operations’ processes through the identification of strengths and the areas of opportunity which drive efficiencies, compliance to regulations, reduction of risk, and alignment with department policies and procedures. This position will ensure that the management team understands identified problems, has a basis for establishing priority for action and supplies solutions and plans in order to systemically address opportunities and priorities. To accomplish this, this role provides data, analysis and recommendations which when appropriately actioned will eliminate errors and dissatisfaction. This position will support the development and documentation of procedures, job aides and other support tools that will facilitate the Operations’ department success in delivering a superior experience for the employee and customer. The position will continuously monitor the output of Operations for consistency and trends. Ultimate success for this role is measured by delivering to the bank’s strategy of a superior customer and employee experience throughout operations.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Supports and executes the documentation of Operations’ process flows, as well as policies & procedures, and evaluates performance measures that meet industry standards for consistency in operational outcomes.
• Supports the development and ongoing implementation of Operational Excellence initiatives
• Executes a structured program and methodology for conducting data and process analysis.
• Using analytic techniques, determines the root cause for opportunities to improve the customer experience, adherence to regulations and procedures and identifies the key drivers of process inefficiencies or customer dissatisfaction.
• Recommends and creates job aides that support specialist’s ability to deliver to the standard.
• Continuously evaluates and assesses Operations’ processes, and policies and procedures for opportunities for improvement.
• Monitors Operations’ consistent delivery to regulations and Needham Bank policies and procedures.
• Identifies opportunities to improve customer, contact handling, and work processes.
• Understands the bank’s Net Promotor Score (NPS) negative and positive drivers.
• Monitors, evaluates and coaches to a defined amount of contacts/emails per week and month on the quality of the performance of specialists against the standard.
• Provides effective written and verbal feedback with summaries and analysis on performance reflecting adherence to Operations’ processes, and policies and procedures.
• Contributes to Operations by supporting PMO initiatives and project implementations.
• Provides needs analyses and makes recommendation for enhancements and development of training materials.
• Prepares and analyzes internal and external quality reports.
• Coordinates and facilitates process development and analysis sessions.
• Manages multiple priorities with reporting and customer information.
• Performs additional duties as requested, needed, or assigned.

JOB REQUIREMENTS

• Strong and active Leader
• Strong written and verbal communication skills.
• Ability to document procedures and processes.
• Highly self-motivated and experienced 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 & 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 which includes 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.