Job details
Job type full-time
Full job description
Location: for those who work at home - various, ohio 44145 about enterprise payments enterprise payments is the fastest growing business segment in keybank, encompassing a leading commercial card, merchant, fx, liquidity, and fintech product set across a wide array of industry verticals and client segmentsOur solutions are the software and payments engine that allows businesses to tackle their unique challenges and better engage with their customers—from a mom and pop restaurant, all the way to a publicly traded companyAbout the job (job brief) our goal is to build a culture that is fanatical about ensuring clients are successful when leveraging enterprise payments’ (ep) treasury products and solutionsThe performance innovation lab team is responsible for bringing this vision to life by designing, monitoring, and continuously improving all aspects of our clients’ experience with epThe ultimate outcome is to ensure clients are successful in achieving the value they expected by doing business with us, and becoming advocates of keybank in the processThis will only be accomplished by changing our culture and processes to reduce customer effort, eliminate internal inefficiencies, and freeing capacity to take a more proactive approach towards servicingThe client experience process engineer (cx pe) is responsible for short term and long term process improvement initiatives identified by client and employee feedbackThe cx pe ultimately owns their assigned initiatives from end to end- starting from assignment, through project management, until deployment and post-monitoringThe cx pe manages multiple work streams and activities as part of these initiatives, which can include current state process mapping, analysis, future state process design, pilot planning and execution and full launch of process changesThe cx pe also identifies baseline initiative key metrics for success which can be inclusive of time reductions, financial impact, and resource allocationsInitiatives can vary in size and duration, requiring multiple initiatives to be run concurrentlyEssential job functions
Develop a clear understanding, of ep solutions supported; both key owned and vendor managed products or services.
Responsible for assigned process improvement initiative including project plan, presentation material and metrics associated (such as time savings, cost savings, client satisfaction, or error reduction).
Lead initiative meetings with stakeholders, clearly defining the pain points or opportunities driving the initiative, target outcomes, measures of success and indicator metrics for clear understanding by all stakeholders.
Define and clarify current state processes to improve consistency, accountability, and accuracy of processes.
Analyze processes for improvement opportunities; provide feedback and recommendations to stakeholders.
Redesign processes based on desired outcomes, system and resource constraints, and client expectations.
Design pilots to test process improvements, measure business impacts, and refine processes for broader application.
Partner with process owners to scale-up piloted processes and commercialize changes across the business.
Create metrics, materials and presentations to build consensus, clarify expectations, and aid decision making related to initiatives.
Initiate and conduct necessary research that may need to be done in conjunction with initiative.
Lead coordination of internal meetings, and any other required collaboration between internal/external groups to ensure all relevant parties are present and engaged.
Adhere to all risk policies and procedures.
Limited travel required.
Required qualifications
Bachelor`s degree with a minimum of 5-10 years of relevant experience
Possess strong process improvement, project management, negotiation, and analytical skills with a demonstrated application of those skills.
Problem solving mentality that combines a lean improvement skillset and out of the box thinking to deliver client centric solutions.
Effective written and verbal communication skills, including demonstrated ability to orchestrate and present information and recommendations (virtually or in person) at all levels within the organization, including senior leadership.
Demonstrated horizontal collaboration across multiple stakeholders with internal partners including operations, onboarding, servicing, finance, sales, legal, compliance, and other internal and external partners including vendors, to develop consensus within the organization and to coordinate resources to support solution development and management.
An ability to champion change, influence others, and foster teamwork in a cross-functional environment.
Highly effective working independently with little supervision and comfortable making difficult decisions.
Self-motivated with ability to participate effectively in a highly collaborative work team environment.
Excellent organizational skills with the ability to set priorities and handle difficult situations while maintaining strong personal relationships.
Detail oriented with strong follow through.
Knowledge of microsoft office programs including word, excel, powerpoint and project.
Preferred qualifications
Project management professional (pmp) certification
Experience in lean six sigma or agile methodology
Treasury or banking experience
Certified customer experience professional (ccxp) certification
About key bank cleveland-based keycorp (nyse: key is one of the nation’s largest bankbased financial service companies, with assets of approximately $137.7 billion.* key companies provide investment management, retail and commercial banking, consumer finance, and investment banking products and services to individuals and companies throughout the united states and, for certain businesses, internationallyThis position is not eligible for employment visa sponsorship for non-u.sCitizens keycorp is an equal opportunity and affirmative action employer committed to building a diverse, equitable and inclusive cultureAll qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or other protected category.
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.
