SENIOR BUSINESS OPERATIONS ANALYST - OCE - FIRSTBANK PR Job at First Bank in San

SENIOR BUSINESS OPERATIONS ANALYST

OPERATIONS CENTER OF EXCELLENCE (OCE)

FIRSTBANK PR

Our Company

AtFirstBank PR, we strive to be trusted advisors to our clients, and our employees are the ones that ensure we deliver on our promise of excellence in personalized customer service. Our more than 3,100 employees in Puerto Rico, the Virgin Islands and Florida share a passion for excellent customer service. We are proud of our team because they are continuously surpassing our client’s expectations.

Do you have a passion for helping customers, building relationships, and delivering extraordinary, personalized customer service? If your answer is yes, FirstBank is the number one place for you.

A Brief Overview

Support Operations Center of Excellence (OCE) by conducting analytics, evaluating processes, and analyzing data. Identify business issues, track results, provide recommendations, and develop reports and dashboards. Lead requirements reviews, implement platforms, assist business units meet corporate goals, and measure division performance.

What You’ll Need to Succeed

Operational Oversight and Analysis

• Monitor daily operations across the OCE by overseeing enterprise performance metrics.
• Collaborate with department leaders to align initiatives and day-to-day operations with the bank’s strategic objectives, supporting OCE-related discussions across all regions.
• Conduct ongoing analysis of Banking Operations processes, pipelines, and performance reports, including cycle times, SLA compliance, and exception trends.
• Evaluate processes and reporting to identify inefficiencies, recommend improvements, define performance metrics, and develop tools to measure results.
• Partner with internal and external stakeholders to deliver business objectives and support operational excellence.
• Advise business units on opportunities to enhance customer experience, improve operational efficiency, and implement industry best practices.

Strategic Coordination and Executive Support

• Build strong relationships with department leaders across OCE and the broader organization to foster collaboration and alignment.
• Support the implementation of enterprise strategic initiatives, with a focus on Banking Operations, by facilitating meetings, gathering requirements, and ensuring cross-functional alignment.
• Develop executive-level reports, presentations, and summaries to support leadership decision-making.
• Track project deliverables, milestones, and outcomes, ensuring appropriate issue identification and escalation.
• Assist with the preparation and facilitation of staff meetings to ensure efficiency and achievement of intended outcomes.

Reporting, KPIs, and Data Management

• Own end-to-end data and analysis initiatives, producing insights and presenting results to varied audiences.
• Develop and deliver performance monitoring reports, dashboards, scorecards, and presentations to support management decision-making.
• Continued analysis of Banking Operations processes, pipelines, and reports to optimize the results of the different areas (i.e., average time to close, compliance with internal and external SLA’s, exception reporting).
• Support the development of new metrics, scorecards, and dashboards aligned with strategic goals.
• Perform periodic reporting, data maintenance, and ad hoc analysis as required.

Assist in Technology Enhancements related to OCE, training users and developing documentation for new or updated processes

• Act as Incident Response coordinator for all OCE units with focus on the solution of incidents that impact external and internal clients.
• Support the implementation of new strategies, define, monitor, and report on key performance indicators (KPIs) to measure the success of implemented solutions.
• Perform other duties as assigned.

Competencies

• Strong written and verbal communication for reports, presentations, in Spanish and english.
• Prioritize tasks, manage deadlines, and coordinate resources effectively.
• Handle sensitive financial and personnel information responsibly.
• Ability to use Microsoft Office tools, banking software, data security protocols, and digital platforms.
• Respond to changing regulations, market conditions, and organizational needs.
• Understand and respond to internal and external client needs.
• Knowledge of laws, regulatory compliance and other financial regulations.
• Anticipate and provide service excellence to both internal and external customers.
• Establish, sustain, and foster both internal and professional contacts to build, enhance and connect to Firstbank services.
• Deliver clear, effective communication and take responsibility for understanding others.
• Understand how the organization works, including, current and future policies, practices, and trends.
• Identify problems and conduct appropriate analysis involving others to search for the best solution.
• Take initiative and assume personal accountability for goals, outcomes, and deadlines.
• Understand the organization’s vision and uphold the values in everyday work and actions. At higher levels take long-term view and share with others the vision and the organization path ahead.
• Provide direction and leadership to help teams achieve goals and operate cooperatively.
• Demonstrate curiosity for learning and perform activities to make the most of their skills and boost potential in self and others.
• Create a view of change as an opportunity and inspire others. Look for new ways to experiment with new ideas and approaches.

What You’ll Need

A bachelor’s degree in business administration, finance, or related field. 3-5 years of experience in banking operations, proficiency with data analysis tools, and strong communication skills. Similar experience in the banking industry. Previous experience with applicable regulations/regulators such as the FDIC, OCIF, SEC, BSA, GLBA, SOX, etc. Superior command of English and Spanish (both verbal / written). Also, we may evaluate the equivalent combination of education and experience needed to be able to perform the functions of this job.

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