As Business Analysis Manager on the Chief Administrative Office (CAO) Business Practices & Oversight team you will lead the Skill Development and Analytics function. You will own scalable onboarding and knowledge-sharing forums and deliver analytics that turn operational data into actionable insights for leaders. This is a highly collaborative, fast-paced role where you will partner across Learning, Communications, Change Readiness, Technology, Risk, Controls, and process owners to deliver sustainable solutions. You will set clear priorities, define scope and success measures, and produce concise, executive-ready updates and recommendations that enable decisions and drive progress. You will also coach and develop the team while strengthening operating routines, cross-training, and governance bringing discipline, clarity, and continuous improvement to how we work.
Lead the Skill Development and Analytics team, setting strategic direction, priorities, operating routines, performance expectations, and development objectives across the function.
Develop and execute a multi-year roadmap for employee development, operational analytics, process improvement, and business support, aligning the team’s work with Business Banking and CAO priorities.
Oversee the Business Banking CAO onboarding experience, including the onboarding resource center, employee journey, foundational resources, welcome sessions, learning-path coordination, and ongoing content governance.
Direct the CAO Expertise Exchange and other knowledge-sharing forums, including annual planning, topic solicitation, speaker engagement, scheduling, communications, leadership alignment, and measurement of participation and effectiveness.
Lead the development and delivery of analytics solutions that transform operational data into actionable insights, improve transparency, identify trends, and support informed leadership decisions.
Define clear scope, requirements, owners, dependencies, milestones, success measures, and governance for initiatives led or supported by the team.
Use reporting and trend analysis to assess demand, delivery performance, quality, cycle time, customer or employee impact, adoption, and recurring issue drivers.
Develop executive-ready updates, presentations, recommendations, and decision materials that clearly communicate progress, outcomes, risks, dependencies, and required leadership actions.
Build strong partnerships across Business Banking and CAO, connecting business needs with the appropriate communications, learning, analytics, process-improvement, governance, or technology resources.
Develop team procedures, cross-training plans, backup coverage, and knowledge-management practices to reduce key-person dependency and support consistent execution.
Coach and develop team members by providing clear expectations, regular feedback, stretch opportunities, and exposure to cross-functional initiatives.
Seven plus years of experience in business management, business analysis, program management, operations, process improvement, learning and development, communications, analytics, controls, or a related function.
Three plus years of experience leading employees, project teams, workstreams, or operational functions with multiple stakeholders and delivery commitments.
Demonstrated ability to establish strategy, translate priorities into executable plans, and lead teams through change and ambiguity.
Experience managing a diverse portfolio that includes strategic initiatives, recurring programs, ad hoc business requests, and executive deliverables.
Strong understanding of project and change-delivery fundamentals, including intake, scoping, requirements definition, planning, stakeholder alignment, testing, implementation, measurement, and post-launch follow-up.
Proven ability to influence and build alignment among senior leaders, business partners, process owners, subject-matter experts, and technical teams without relying solely on direct authority.
Advanced written and verbal communication skills, including the ability to translate complex operational, technical, analytical, or control matters into concise executive-level messaging.
Strong presentation and facilitation skills, including experience leading working sessions, decision discussions, knowledge-sharing events, or executive reviews.
Strong organizational and prioritization skills, with the ability to manage competing demands while maintaining disciplined follow-through.
Experience in Business Banking, financial services, operations, or another highly regulated environment.
Experience developing onboarding programs, employee learning journeys, professional-development forums, or knowledge-management solutions.
Experience developing targeted communications, educational materials, job aids, Frequently Asked Questions, videos, process guidance, or other resources for field or operational audiences.
Experience evaluating and implementing automation or artificial-intelligence-enabled solutions within operational workflows, with appropriate attention to governance, risk, human oversight, and sustainable adoption.
Ability to create executive-ready pitchbooks, roadmaps, governance materials, status reporting, and decision recommendations.
Demonstrated ability to operate effectively in an environment with evolving priorities, incomplete information, tight timelines, and significant cross-functional dependencies.
