Production Services Lead

Job description

Job Description: At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day. Being a Great Place to Work is core to how we drive Responsible Growth. This includes our commitment to being an inclusive workplace, attracting and developing exceptional talent, supporting our teammates’ physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve. Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations. At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us! Job Description: This job is responsible for monitoring and/or running the day-to-day operations of critical line of business technology platforms and/or business continuity. Key responsibilities include providing problem/incident management, maintaining operational readiness, supporting associates, change management, reviewing, and quality auditing, and supporting communication deliverables. Job expectations include coordinating across operational and support partners to resolve time sensitive and client facing issues, escalating and opening incident tickets or working a queue of pending requests. Responsibilities: Monitors and reacts to various intake and communication channels to identify issues and business needs impacting supported groups Gathers and analyzes information about impacting issues or incidents to provide a clear picture of the issue to production support teams as needed, including triaging issue through direct interaction with supported line of business leadership and agents Escalates issues impacting multiple agents and providing support for the assessment, communication, and coordination for resolution of the issue Leverages data to bring attention to areas of opportunity related to contact center performance Provides training and communications to ensure appropriate usage of technology solutions Leads the planning of larger scale change events including the assessment of the impacts and integration approach to the business which may include testing, training, and communication Engages with technology and other partners for project support, key updates and synchronization across near and long term event horizons Required Qualifications: 3-5 years’ experience implementing and/or supporting financial applications Experience in production/testing/application processing support Strong analytical, problem-solving, and oral/written communication skills Experience partnering with technology teams and other stakeholders on change management initiatives Intermediate experience working with Microsoft products like Excel, PowerPoint, etc. Ability to work independently as well as in a team environment Experience using reporting tools to extract information from financial data warehouses Ability to meet established deadlines/SLA’s Ability to adapt to changing circumstances and environments and take on new ideas and concepts Desired Qualifications: Bachelor’s degree in Accounting/Finance/MIS Experience working with automation tools (i.e. Alteryx, Tableau, etc.) Banking and/or financial services experience Accounting operations experience Working with teams across multiple geographies Financial acumen Experience with ERP systems (i.e. SAP, Oracle) Minimum Education Requirement: High School Diploma / GED / Secondary School or equivalent Shift: 1st shift (United States of America) Hours Per Week: 40