Branch Services Lead Analyst - On-Boarding & Servicing, VP

As the Customer Onboarding & Servicing Officer, you will be central to transforming how we onboard and support our Retail Business Banking customers. You will define and communicate new policies and procedures across the branch network, constantly looking for ways to automate processes to simplify and enhance client and branch associate experiences. A key part of your role is working with stakeholders to transform branch processes from initial design to final rollout. You will also establish and monitor the necessary controls to keep our operations within the bank's risk guidelines and manage corrective action plans to resolve any issues.

• Identify and implement process enhancements to improve the experience for both clients and bank associates.
• Lead and support key transformation projects, including the facilitation of branch pilots.
• Create and execute readiness activities to ensure seamless implementation.
• Develop creative solutions to business challenges and share lessons learned across the team.
• Assess operational risks and establish effective, automated controls for customer onboarding and servicing.
• Set high standards for performance and take ownership of delivering excellent results.
• Take accountability for identifying, escalating, and managing potential risks and concerns.
• Oversee the change control process for branch policies and procedures, ensuring proper review, sign-off, and readiness before implementation.
• Write and publish clear communications to ensure branch staff understand and successfully adopt new operational changes.
• Build and maintain strong relationships with key partners, including Branch Strategy, Product, Fraud, Risk, Compliance, and Legal teams.
• Monitor for control exceptions and breaches, using the findings to drive process improvements.
• Manage a portfolio of issues and corrective action plans to ensure sustainable, root-cause solutions are implemented.

• Demonstrated ability to enhance, automate, and simplify business processes.
• Experience designing and leading projects to improve processes, with a creative approach to problem-solving.
• Excellent written and verbal communication skills.
• Deep knowledge of branch operations, particularly customer onboarding, servicing, and business banking.
• Proficient in MS Office Suite (Excel, Word, PowerPoint).
• Strong organizational skills with a keen attention to detail.
• Skilled in building internal relationships and influencing stakeholders.
• Proven ability to work independently and manage time effectively.
• Experience breaking down complex concepts and putting them into operational practice.
• 5-10 years of experience in a business banking or branch leadership role is preferred.

• Bachelor's/University degree or equivalent experience.