at Bangor Savings Bank in Bangor, Maine, United States
FUNCTION: The Operations Quality Assurance Analyst (OQAA) is responsible for the creation, implementation, day to day execution, and ongoing development of a quality assurance (QA) program that ensures compliance with audit, regulatory, risk management, and general quality of work standards within the Deposit Operations, Loan Services and Records Management Department (collectively, Operations). The OQAA Works independently and within a team on special nonrecurring and ongoing projects and exercises discretion and independent judgment while performing duties. The OQAA assists in identifying, designing, and executing process improvements that result in improved quality, risk mitigation, audit/exam readiness, increased production, and increased scalability. The OQAA works with Operations leadership to prioritize and execute bank and business unit/department projects, identify and test new/changed processes, procedures and methods, prepare business reports, and coordinate staff training while helping ensure efficiency, accuracy, and alignment among Operations teams. The OQAA is highly motivated, has an ever-present (and self-motivated) desire to learn/increase knowledge continuously, and has overall responsibilities that include (but are not limited to) the management of audit programs/involvement, risk analysis programs, operational controls, vendor administration, and training and development programs. While the OQAA position can be utilized in a general sense, supporting all areas of Operations, business needs may dictate that some OQAA positions will have/develop a primary focus area supporting Deposit Ops., Loan Services, or Records Management specifically.
+ Performs assigned operational duties, including complex and requires strong analytical and technical skills to complete.
+ Acquires and maintains knowledge of various operational functions, banking regulations, and systems while continually enhancing individual and departmental expertise.
+ Proactively identifies opportunities and completes various Operations tasks/projects. Performs assigned project tasks in accordance with requirements defined by the project manager and Operations Leadership.
+ Performs research on non-routine, complex operations or technology problems/issues and provides findings and resolutions to the manager. Assists in resolving issues relating to various areas of Operations.
+ Coordinates cross-organizational and external resources to achieve goals.
+ Continually develops and maintains expertise in banking regulations/compliance and general risk management to coordinate and assist with enhancing other staff in an overall effort to increase functionality and efficiencies with these skills/knowledge.
+ Works closely with the management of the departments, exploring additional risk-management/compliance functionality of current software systems, developing new/improved work methods, and testing system enhancements. Also, collaborates with Supervisors to integrate and facilitate workflow between areas of responsibility.
+ Maintains and creates, populates, and distributes standard or non-standard reports and other material to department and bank leadership.
+ Collaborates with business line managers to determine business development plans that support the strategic direction of the Bank.
+ Coordinates, tracks, assists, and provides periodic reporting for special projects.
+ Proactively communicates to assigned manager and team members to ensure timely resolution of all problems and complaints.
+ Acts as liaison for the departments with such areas as audit and risk management.
+ Conforms to the technical/analytical requirements of various job functions and provides short-term assistance to supplement existing staff in the completion of daily workloads.
+ Maintains working knowledge of current and prospective financial industry regulations, compliance requirements, and bank policy and procedure.
+ Assists clients and staff with more complex issues.
+ Partners with Ops. Departments during periods of anomalous workloads, cross-training, special projects, and other times as general operating conditions may warrant ensuring efficient and effective coordination of efforts.
+ Promotes 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.
+ Provides support, coaching, and constructive feedback to peers and less-experienced associates as applicable.
+ Remains mindful of the bigger picture, the larger team, the Bank’s strategic plan.
+ Engages in strategic thinking and planning to maximize tactical operations.
+ Helps create a culture of continuous improvement both within the department and individuals. Responsible for ensuring appropriate employee development and training of personnel as it relates to operational functions or processes.
+ Creates and fosters a cohesive team and promotes a positive work environment
Interacts harmoniously and effectively with others, focusing upon the attainment of the department and Bank goals through a commitment to teamwork
Compliance and Control:
+ Assists in ensuring that the Bank is and remains in compliance with local, state, and federal regulations
+ Interacts harmoniously and effectively with others, focusing on attaining 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 the ability to constructively challenge assumptions and seek/develop new and different ways to improve performance throughout the 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 straightforwardly and honestly, is accountable for actions, maintains confidentiality, supports company values, and conveys news, good or bad.
+ Interpersonal Skills – Has excellent written and verbal communication skills and the ability to exhibit active listening skills and be open to 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.
+ College degree or equivalent experience required
+ Minimum of three to five years banking experience preferred
+ Demonstrated analytical, quantification, and organizational skills
+ Familiarity with Jack Henry Silverlake and IBM Cognos 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 highly 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 environme