Procedure Change Coordinator (1120)

We are seeking a Procedure Change Coordinator to partner with Loan Payment and Operational Services to create, update, and maintain procedures, policies, and process maps. The role will coordinate procedure governance and deliver training to ensure quality control and compliance with Credit Policy and applicable regulations., * Partner with leaders and peers to implement, review annually, and ensure proper utilization of procedures, policies, and process maps.

• Act as a resource to educate and clarify internal policies and procedures for associates across products, services, and operations.
• Collaborate with Loan Services leadership and Business Training to onboard new associates to the procedure and policy management system.
• Develop, create, and enhance training materials in collaboration with trainers; deliver functional training and knowledge updates.
• Work with Risk Partners to review, manage, and maintain compliance across risk areas during procedure development and updates.
• Create robust reporting for business leaders, risk partners, and external auditors in support of governance and audits.
• Provide constructive feedback to Loan Services leadership and teams regarding procedure quality and adoption.
• Identify and drive continuous improvements in procedure and risk processes to minimize operational risk.
• Maintain strong working knowledge of bank policies and government regulations; ensure adherence to established policies and procedures.
• Stay current on risk guidelines and apply industry best practices to department documentation and training.
• Interact with KeyBank departments and clients; provide system-based instructions and assistance.
• Support client initiatives, rollouts, and conversions by updating procedures and delivering related reporting.

• High School Diploma, GED, or equivalent work experience.
• Proficiency with Microsoft Office Suite, including Excel and PowerPoint.
• Experience with process mapping using Excel, PowerPoint, and Visio.
• Ability to write procedures and policies and develop process maps with clarity and accuracy.
• Demonstrated success translating functional and technical subject matter into understandable concepts for diverse audiences.
• Adaptable training approach that aligns to diverse learning styles; ability to recognize standard behaviors and gaps.
• Business and cross-functional savvy to solve problems and make timely decisions; understanding of key financial and performance metrics.
• Collaborative and independent work style across lines of business and support partners.
• Excellent verbal and written communication skills with the ability to influence a large cross-site constituency.

Preferred Skills:

• Bachelor’s degree in English, Communications, or a related field.
• Advanced experience with process mapping tools, including Excel, PowerPoint, and Visio.
• Previous experience writing and updating procedures and policies.
• ConvergePoint drafter/reviewer experience.
• Experience leading meetings and presenting to large groups; strong presentation skills.

• Competitive compensation and benefits.
• Opportunities for growth with global clients.
• A supportive, inclusive culture that values innovation and people.
• Exposure to cutting-edge technologies and projects.

BCforward is a leading global IT consulting and workforce solutions firm providing services and support to Fortune 500 and government clients. Founded in 1998, BCforward has grown with our customers needs into a full-service business solutions provider. With delivery centers and offices across North America and India, we take pride in building long-term relationships and delivering excellence through innovation, collaboration, and integrity.