What are the responsibilities and job description for the Operations Analyst position at Bangor Savings Bank?

FUNCTION : The Operations Analyst (OA) is responsible for helping to support a variety of functions to support / enable the Deposit Operations, Loan Services, and Records Management departments (collectively, Operations) to meet objectives in an effective and efficient manner. The OA works independently and / or within a team on special nonrecurring and ongoing projects and exercises discretion and independent judgment while performing duties.

The OA assists in the identification, design and execution of process improvements and automation that result in increased efficiency / scalability, risk mitigation, and employee / customer experience. The OA helps execute on bank and business unit / department projects, identify and test new / changed processes, procedures and methods, prepare business reports, and coordinate training of staff while helping ensure there is efficiency, accuracy, and alignment among Operations teams.

The OA is highly motivated, has an ever-present (and self-motivated) desire to continuously learn / increase knowledge and skills, and has overall responsibilities that include (but are not limited to) the coordination and maintaining of several operational initiatives such as process improvement / review, vendor and system administration, and training and development programs.

While the OA position can be utilized in a general sense, supporting all areas of Operations, business needs may dictate that some OA positions will have / develop a primary focus area supporting Deposit Ops., Loan Services or Records Management specifically

ACCOUNTABILITIES :

Operations / Process :

Performs assigned operational duties including some that are complex and require strong analytical and technical skills to complete.
Acquires, maintains and enhances knowledge of a wide variety of specific operational functions and systems including Jack Henry Silverlake, IBM Cognos, and Forta Automate (Robotic Process Automation Tool)
Helps identify areas of efficiency / scalability opportunity and completes various Operations tasks / projects assigned to address those areas.
Serves on bank projects / project teams as applicable. Provides project-related updates to leadership as requested.
Performs research, and provides recommendations, on non-routine, complex operations or technology problems / issues. Assists in resolving problems relating to various areas of Operations.
Participates in activities and projects to explore additional functionality of current software systems, developing new / improved work methods, and testing system enhancements.
Creates and distributes standard and / or non-standard reports and other material – both to department and bank leadership.
Collaborates with business line managers to help identify and support business development plans that support the strategic direction of the Bank.
Acts as liaison for the department(s) by developing and actively managing technology systems and vendor partnerships, providing escalation support and issue resolution.
Maintains working knowledge of current and prospective financial industry regulations, compliance requirements, and bank policy and procedure.

Customer Experience :

Helps to promote a customer-centered culture and attitude among staff that puts our internal and external customers first.

Provides the highest level of service, demonstrating You Matter More to each customer.

Assists in research of complex customer complaints / issues as appropriate.

Leadership :

Remains mindful of the bigger picture, the larger team, the bank’s strategic plan.

Helps support a culture of continuous improvement both within the department and individuals.

Aides in the creation and fostering of a cohesive team and promotes a positive work environment

Compliance and Control :

Assists in ensuring that the Bank is in compliance with and prepared for applicable local, state and federal regulations

General :

Interacts harmoniously and effectively with others, focusing upon the attainment of bank goals and objectives through a commitment to teamwork.

Conforms to acceptable punctuality / attendance standards as expressed in the Employee Handbook.

Performs additional duties as requested.

Competencies :

Creativity / Innovation – Looks for opportunities to increase efficiency and effectiveness throughout the department. Has ability to constructively challenge assumptions and seek / develop new and different ways to improve performance throughout department.

Adaptability / Flexibility – Adapts to change, is open to new ideas, takes on new challenges, handles pressure, and adjusts plans to meet changing needs.

Initiative – Takes independent action, operates as a pro-active self-starter, and acts on opportunities, practices self-development.

Organizational Skills – Able to effectively manage, prioritize and keep track of multiple tasks / projects / requests at any given time.

Integrity / Ethics – Deals with others in a straightforward and honest manner, is accountable for actions, maintains confidentiality, supports company values, and conveys news good or bad.

Interpersonal Skills – Has excellent communication skills, both written and verbal as well as the ability to exhibit active listening skills and being open other viewpoints, perspectives, etc.

Vision / Values – Supports company mission / values through daily actions and decisions, communicates the Bank’s vision, mission and values to others, and incorporates vision when planning.

Knowledge / Skills / Experience Requirements :

College degree or equivalent experience required

3 years banking experience preferred

Demonstrated analytical, quantification, and organizational skills

Familiarity with Jack Henry Silverlake, IBM Cognos and / or RPAs beneficial

Project Management experience helpful

Advanced computer literacy

Attention to detail, emphasis on accuracy

Professionalism in handling multiple tasks in a fast paced-environment – able to be extremely organized, set priorities and meet deadlines

Strong communications skills, both verbal and written

Strong multitasking skills including the ability to remain highly accurate with the data while completing multiple simultaneous tasks

Ability to work with little supervision

Physical Demands / Conditions Requirements :

General office environment.

Moderate lifting (to 35 lbs.) required. Moderate reaching, walking, sitting and standing required.

Equipment Used :

General office equipment.

External and internal applications, as well as position incumbents who become disabled, must be able to perform the essential functions (as listed) either unaided or with the assistance of a reasonable accommodation to be determined by management on an individual basis.

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Operations Analyst

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