Policy & Procedure Analyst

The Policy and Procedure Analyst is responsible for maintaining business line policies and procedures. The analyst will work with all levels of colleagues both within and outside of their direct business line to ensure policies, procedures, and knowledge management tools are accurate and updated in a timely fashion. In addition, the analyst will be responsible for partnering to communicate out any changes for adoption. Using prior experience in policy/procedure writing, understanding of banking rules and regulations, and critical thinking skills, the colleague will analyze and map processes via problem solving sessions with key stakeholders. Through this work, the analyst should see to attain improvements to customer and colleague experiences, efficiency, and/or cost reduction.

Primary responsibilities include

• Maintain policies and procedures for assigned business line to ensure they are accurate, reviewed timely, and in compliance with compliance regulations.
• Analyze companywide requirements to determine impacts on your business unit’s policies and procedures.
• Partner with subject matter experts to determine impacts to existing policies and procedures.
• Create, review, approve, distribute, revise, activate and deactivate artifacts as appropriate.
• Understand, test, and validate requests for changes to existing policies and procedures.
• Manage feedback on knowledge management tool.
• Prepare and submit policies and procedures for review and approval.
• Serve as the subject matter expert for business partners when drafting policies and procedures for new initiatives.
• Manage the incorporation of change based on feedback from key stakeholders.
• Communicate with all departments throughout to ensure they are abreast of any changes that may impact them throughout the policy/procedure design/review session.
• Oversee roll out communications for bank wide processes.
• Conduct the annual review and approval process for assigned procedures in accordance with document archival and retention requirements.
• Manage business line policy and procedures throughout governance approval processes.

Qualifications, Education, Certifications and/or Other Professional Credentials

• Proven experience in developing, analyzing, and optimizing process maps to drive operational efficiency and improve customer outcomes.
• Proficiency in process mapping tools such as Microsoft Visio, Lucidchart, Bizagi, or equivalent platforms.
• Strong understanding of business process modeling standards (e.g., BPMN, SIPOC, swimlane diagrams).
• Ability to collaborate cross-functionally to document current-state processes, identify gaps, and design future-state workflows.
• Experience applying Lean, Six Sigma, or continuous improvement methodologies to streamline operations and reduce waste.
• Skilled in translating complex processes into clear, visual representations for stakeholders at all levels.
• Demonstrated ability to lead or support process discovery workshops, root cause analysis, and process reengineering initiatives.
• Excellent written and verbal communication skills, with the ability to present findings and recommendations to leadership

Hours & Work Schedule

• Hours per Week: 40
• Work Schedule: Monday-Friday - 4 days a week in Glen Allen, VA office, 1 day remote

Equal Employment Opportunity

Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague’s or a dependent’s reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws. At Citizens, we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability.

Equal Employment and Opportunity Employer

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Background Check

Any offer of employment is conditioned upon the candidate successfully passing a background check, which may include initial credit, motor vehicle record, public record, prior employment verification, and criminal background checks. Results of the background check are individually reviewed based upon legal requirements imposed by our regulators and with consideration of the nature and gravity of the background history and the job offered. Any offer of employment will include further information.