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 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:

• 1 years of experience in a Business Operations and/or Technical background
• 1 years of experience in Resource Planning Operations
• Relationship management skills (advise influence and consult)
• Strong analytical and problem solving skills with attention to detail accuracy and follow up
• Excellent written and verbal communications skills
• Excellent planning organizational and time management skills
• Forward thinker and flexible with evolving environments
• Ability to manage multiple and sometimes competing priorities
• Confidence under pressure leading a diverse audience of technicians business partners and/or executives

Desired Qualifications:

• Prior experience in contact center or production support environment
• System knowledge (IEX Remedy SharePoint Synergy)
• Proficient with MS Office: Excel PowerPoint SharePoint Outlook
• Ability to work independently and with the team self-motivated
• Schedule flexibility (willing to support on-call rotations as needed)

Minimum Education Requirement: High School Diploma / GED / Secondary School or equivalent

Internal employees who are currently working from home are still eligible to apply. However if selected for the role you may be required to work onsite in accordance with the workplace excellence policy

Shift:

1st shift (United States of America)

Hours Per Week:

40

Pay Transparency details

US - NV - Las Vegas - 1351 N Town Center Dr (NV1507)

Pay and benefits information

Pay range

$83900.00 - $117600.00 annualized salary offers to be determined based on experience education and skill set.

Discretionary incentive eligible

This role is eligible to participate in the annual discretionary plan. Employees are eligible for an annual discretionary award based on their overall individual performance results and behaviors the performance and contributions of their line of business and/or group; and the overall success of the Company.

Benefits

This role is currently benefits eligible. We provide industry-leading benefits access to paid time off resources and support to our employees so they can make a genuine impact and contribute to the sustainable growth of our business and the communities we serve.