Operations Process Quality Specialist and Procedure Analyst I

Needham Bank - Needham, MA

Part-time - Mid Level

Needham, MA

Credit Intermediation and Related Activities

About the position

The Operations Process Quality Specialist and Procedure Analyst at Needham Bank is responsible for evaluating and analyzing the operations' adherence to policies, procedures, and compliance with regulations and risk guidelines. This role focuses on supporting the strategy and execution of operations processes by identifying strengths and areas for improvement, driving efficiencies, and ensuring compliance. The position involves providing data, analysis, and recommendations to eliminate errors and enhance customer and employee experiences.

Responsibilities

• Support and execute the documentation of Operations' process flows, policies, and procedures.
• Evaluate performance measures that meet industry standards for consistency in operational outcomes.
• Support the development and ongoing implementation of Operational Excellence initiatives.
• Conduct data and process analysis using structured programs and methodologies.
• Determine root causes for opportunities to improve customer experience and adherence to regulations.
• Recommend and create job aides to support specialists in delivering standards.
• Continuously evaluate and assess Operations' processes for improvement opportunities.
• Monitor Operations' compliance with regulations and bank policies.
• Identify opportunities to improve customer handling and work processes.
• Understand and monitor the bank's Net Promoter Score (NPS) drivers.
• Provide feedback and analysis on performance adherence to Operations' processes.
• Contribute to PMO initiatives and project implementations.
• 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 written and verbal communication skills.
• Ability to document procedures and processes.
• Highly self-motivated with experience managing multiple tasks.
• Ability to analyze and solve problems effectively.
• Solid project management skills.
• Ability to influence performance and provide constructive feedback.
• Strong statistical and analytical skills for data and process flow analysis.
• Proficiency in Microsoft Visio and other computer skills.
• Knowledge of federal and state regulations pertaining to banking.

Nice-to-haves

• Experience in documentation development, training, coaching, and influencing teams.
• Bachelor's degree or equivalent experience in banking or process documentation.

Benefits

• 401(k) with 8% match
• Paid holidays
• Disability insurance
• Health insurance
• Dental insurance
• Flexible spending account
• Tuition reimbursement
• Paid time off
• Employee assistance program
• Life insurance