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:

• Must have Current RCO Access Management experience
  

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

Shift:

Hours Per Week: