Senior Production Services Lead

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 and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates’ physical, emotional, and financial wellness through affordable, competitive and flexible benefits. We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve. Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs. 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 the coordinating and operating technology platforms, including providing business support for incident management, executing rules and configuration updates, delivering tactical/strategic changes, while leveraging subject-matter expertise. Key responsibilities include leading a cross-functional team to ensure platform delivery of priorities align with business objectives. Job expectations include communicating to influence both vertically and horizontally to deliver the product in coordination with technology, including scrum teams aligned with AGILE development.

Team Specific Job Description:

• Leads and directs the General Ledger landscape of applications
• 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
• 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
• Engages with technology and other partners for project support, key updates and synchronization across near and long term event horizons
  

Responsibilities:

• Initiates and provides leadership, resource/strategic/tactical direction, and project roadmaps to meet current and anticipated business requirements and objectives
• Provides consistent oversight, management, and adherence to governance standards, regulatory impacts, platform access, and platform stability
• Works in partnership with Technology leveraging AGILE Methodology for development and testing and change management delivery
• Serves as a liaison between stakeholders, project teams, technology, and Legal/Risk/Compliance/Control partners to ensure adherence to regulations and laws
• Coordinates with the line of business to resolve gaps in requirements, while also ensuring Business Readiness in association with the Academy (Procedures, Education, etc.)

Required Qualifications:

• 7+ years’ experience implementing and/or supporting financial applications 

• Experience in production/testing/application processing support

• Experience managing executive-level stakeholder relationships

• 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 lead team member

• Experience using reporting tools to extract information from financial data warehouses

• Ability to meet established deadlines/SLA’s

• Proven ability to manage multiple priorities in a complex environment
• Ability to adapt to changing circumstances and environments and take on new ideas and concepts
  

Desired Qualifications:

• Experience working with automation tools/AI (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)

Skills:

• Analytical Thinking
• Issue Management
• Oral Communications
• Problem Solving
• Process Simplification
• Change Management
• Executive Presence
• Innovative Thinking
• Risk Management
• Stakeholder Management
• Business Operations Management
• Coaching
• Collaboration
• Decision Making

Minimum Education Requirement:

• High School Diploma / GED / Secondary School or equivalent

Shift:

1st shift (United States of America)

Hours Per Week: 

40