Lead Operations Analyst, Commercial Card

KeyBank; United States; Hybrid; USD 57,000 - 87,000; Full time

Job summary

KeyBank is seeking a Lead Operations Analyst, Commercial Card, to own the end-to-end client experience for modifications to their Commercial Card program. You will lead post-sales implementations and coordinate with clients, FinTech partners, sales, and back-office teams to deliver timely solutions.

This role requires strong project management, issue resolution, and excellent communication. You will oversee modification packages, run stakeholder meetings, manage expectations, and ensure on-time

Qualifications

• Bachelor's degree or equivalent work experience.
• Minimum 5 years in financial services or similar.
• Minimum 3 years of Commercial Card experience including Operations, Integrations, Troubleshooting, and Root Cause Analysis.

Responsibilities

• Oversee assigned Commercial Card modification packages; ensure configuration, training and adoption of new solutions.
• Lead meetings with stakeholders, including sales, clients, vendor representatives and partners.
• Understand and articulate client priorities, objectives and expectations.
• Create material to scope and plan modification projects; maintain transparency and manage stakeholder expectations.
• Drive on-time fulfillment of SLA commitments by promoting accountability, mitigating issues and risks.
• Develop expertise in accounts payable payment products to bridge gaps between current solutions and client needs.
• Adhere to KeyBank policies and procedures for business resiliency and project records.
• Adhere to all Risk policies and procedures.

Skills

Client escalation management

Project management

Communication

Problem solving

Attention to detail

Independent work

Process improvement

Microsoft Office

Education

Bachelor's Degree or equivalent work experience

Tools

ERP Systems

Job description

• General Location: Open to candidates within the United States
• Hybrid Requirement (if within specific cities): If the selected candidate resides near KeyBank office (non-branch location), they are expected to work on-site 2 days per week.
• Remote: if the selected candidate resides outside KeyBank footprint they will be remote.

Location

• General Location: Open to candidates within the United States
• Hybrid Requirement (if within specific cities): If the selected candidate resides near KeyBank office (non-branch location), they are expected to work on-site 2 days per week.
• Remote: if the selected candidate resides outside KeyBank footprint they will be remote.

Position Location Policy

• General Location: Open to candidates within the United States
• Hybrid Requirement (if within specific cities): If the selected candidate resides near KeyBank office (non-branch location), they are expected to work on-site 2 days per week.
• Remote: if the selected candidate resides outside KeyBank footprint they will be remote.

Job Brief

The Lead Operations Analyst, Commercial Card position is a dynamic role which owns the end-to-end client experience for modifications to their Commercial Card program. They are KeyBank’s primary point of contact, leading commercial clients through the post-sales experience to ensure clients are quickly and effectively using the Commercial Card solutions. Modification projects can range in size and complexity, and the Lead Operations Analyst will be expected to actively manage multiple projects at a time in various stages of completion. The Lead Operations Analyst will work closely with clients, FinTech partners, sales, and back-office support teams to ensure successful and timely implementations.

Essential Job Functions

• Responsible for overseeing assigned Commercial Card modification packages; ensuring configuration, training and adoption of new solutions.
• Lead meetings with stakeholders, including sales team members, clients, vendor representatives and other partners.
• Clearly understand and articulate our clients’ priorities, objectives and expectations.
• Create material to scope and plan modification projects, maintain transparency, and manage stakeholder expectations.
• Drive on-time fulfillment of SLA commitments by promoting stakeholder accountability, mitigating project issues and risks, and adapting to project changes.
• Continually develop expertise in accounts payables payment products and how they respond to client unique needs and requirements to close the gaps between current solution capabilities and our client’s needs.
• Fully understand and adhere to KeyBank policies and procedures regarding business resiliency including maintenance and retention of project plans, work completion, and system records
• Adhere to all Risk policies and procedures.
• Limited travel required.

Required Qualifications

• Bachelor's Degree or equivalent work experience
• Minimum 5 years in financial services or similar
• Minimum 3 years of Commercial Card experience including Commercial Card Operations, Technical Integrations, ERP Integrations, Troubleshooting, Critical Thinking, and Root Cause Analysis.

Skills

• Experience in client escalation management
• Demonstrated project management/ business analyst skills, possessing strong problem solving, critical thinking, and written and verbal communication with partners (internal and/or external)
• Experience with ERP/Financial system file formats including text w/ delimiters and csv. (preferred)
• Excellent interpersonal and client facing skills, driving an exceptional client experience, dedicated to exceeding the expectations of clients.
• Highly effective working independently with little supervision and comfortable making difficult decisions
• Ability to identify inefficient processes, recommend solutions.
• Analytical and quantitative problem-solving skills with the ability to identify operational issues, evaluate complex data, and drive effective solutions within Commercial Card operations.
• Strong organizational skills with the ability to prioritize competing demands and excel in a fast-paced, dynamic work environment.
• High technical aptitude and attention to detail with strong follow through
• An ability to change, influence others, and foster teamwork.
• Knowledge of Microsoft Office Programs including Word, Excel, PowerPoint and Project

This position is NOT eligible for employment visa (e.g., H-1B) sponsorship. Applicants must be currently authorized to work in the United Stated on a full-time basis.

Compensation And Benefits

This position is eligible to earn a base salary in the range of $57,000.00 - $87,000.00 annually. Placement within the pay range may differ based upon various factors, including but not limited to skills, experience and geographic location. Compensation for this role also includes eligibility for incentive compensation which may include production, commission, and/or discretionary incentives.

Key has implemented an approach to employee workspaces which prioritizes in-office presence, while providing flexible options in circumstances where roles can be performed effectively in a mobile environment.

Job Posting Expiration Date: 10/14/2026 KeyCorp is an Equal Opportunity Employer committed to sustaining an inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, pregnancy, disability, veteran status or any other characteristic protected by law.

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 [e-mail].