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Program Manager - Global OperationsNewark, Delaware;Tampa, Florida; Addison, Texas; Phoenix, ArizonaJob Description:Bank of America is committed to ensuring fair and consistent treatment for Consumer and Small Business remediation efforts. To drive enterprise wide consistency & accuracy, the Remediation team provides ‘in house’ remediation for impacts to Bank of America (the Bank)’s customers. Remediation consists of dedicated resources with expertise to manage the end-to-end execution of ongoing and one-time remediation efforts.The Remediation Team performs customer remediation for the following products:
U.S. Consumer Card
Consumer Finance (Gold Option/Gold Reserve)
U.S. Consumer Checking
U.S. Consumer Savings
U.S. Small Business Checking
U.S. Small Business Savings
U.S Small business Card
As part of a growing team, this role will manage and consult on programs/processes related to their identified product/s expertise. They will oversee medium-large projects for an operations segment, product line or function. Manages the research of existing operations, procedures, workflow, product and service requirements. Directs the analysis of assembled data to define problems associated with project scope. Directs project parameters, cost and resource estimates when needed. Works closely with operations management on project impact and direction. Requires a thorough knowledge of the operations area. Provides consulting and guidance to FLUs and partners that engage PRDM for remediation services.Key Functions:
Overall Consumer Remediation/Defect Management/Data Validation Strategy Execution
Remediation Oversight/Strategy working closely with Operations and Strategy leaders
FLU Relationship Liaison/Consultant – Consumer Card, Deposits, Rewards, and Small Business Card and Deposits
Required Skills: (Must have these skills to be minimally qualified)
8+ years of project/program management and/or related remediation experience
8+ years of Financial Industry experience
Strong analytical skills
Strong executive presence as they will be dealing with product executives frequently
Ability to complete thorough analyses of the organization's business goals and identify helpful and harmful factors related to completing these goals
Ability to analyze data to drive differentiated performance
Product and Product SOR - Prior knowledge and experience with Consumer and Small Business Card and deposit products including types of fees, payment applications, interest calculation, rewards and statements OR strong system functionality/process expertise for at least one specific product: Consumer Card/Deposit or Small Business Card/Deposit
Business Process/Acumen - Basic understanding of the businesses they support and the front-to-back impact of their processes. Extensive knowledge of single product line
Organizational Skills - Is deadline and detail oriented, demonstrates strong organization of content and records. Ability to multitask while managing multiple files
Communication skills - Meeting facilitation skills to host and document meeting outcomes with business partners, teammates (leads, analysts, operations), and management, including ability to present to executive level leadership. Document meeting minutes and send to stakeholders ensuring all documentation meets quality standards
Ops Excellence – Drives Operational Excellence by seeking solutions for project completion while managing to target dates. Seeks to improve Remediation project management processes and tools
Risk Management – Acts as an ambassador for the risk culture adhering to risk control expectations
Innovative – Identifies opportunities to improve processes and shares ideas with manager and team. Participates in development and implementation of new initiatives
Ability to work in a fast pace and changing environment
Proficient in Microsoft Office Applications (Word, Excel, PowerPoint) and Adobe Pro
Desired Skills:
Business strategy management experience
Management/Leadership experience
Experience or strong knowledge of operational support functions
Proven history of applying creativity & logic to solve problems
Ability to navigate in customer SOR (TSYS, Impact/BOSS, Rewards Superstation) to confirm, research and validation transactions
Job Profile Summary:Responsible for programs/projects specific to corporate change initiatives that have significant impact on how the company does business, provides a product or service, or executes a function. Project responsibility requires responsibility for staff and budget. Serves as primary contact to senior department managers for critical change initiatives. Communicates, influences and negotiates both vertically and horizontally to obtain or leverage necessary resources. Accountable for analyzing present-state, developing alternative future-state approaches and facilitating implementation. Creates a clear, coherent approach to guide effective program/initiative setup, execution, and control. Ensures clearly defined responsibilities and accountabilities for key program/project roles. Integrates knowledge of end-to-end business process into program planning and decisioning processes. Develop, maintain, and report on an overall integrated delivery plan. Management experience with small to mid-size teams. Excellent project management skills, including the ability to prioritize work and meet deadlines. Strong business centric mindset with ability to utilize sound business judgment and tailor approach to drive optimal business outcomes. Typically 5+ plus years of program management experience.Job Band:H4Shift:1st shift (United States of America)Hours Per Week:40Weekly Schedule:Referral Bonus Amount:0Job Description:LOB Specific Description:Bank of America is committed to ensuring fair and consistent treatment for Consumer and Small Business remediation efforts. To drive enterprise wide consistency & accuracy, the Remediation team provides ‘in house’ remediation for impacts to Bank of America (the Bank)’s customers. Remediation consists of dedicated resources with expertise to manage the end-to-end execution of ongoing and one-time remediation efforts.The Remediation Team performs customer remediation for the following products:
U.S. Consumer Card
Consumer Finance (Gold Option/Gold Reserve)
U.S. Consumer Checking
U.S. Consumer Savings
U.S. Small Business Checking
U.S. Small Business Savings
U.S Small business Card
As part of a growing team, this role will manage and consult on programs/processes related to their identified product/s expertise. They will oversee medium-large projects for an operations segment, product line or function. Manages the research of existing operations, procedures, workflow, product and service requirements. Directs the analysis of assembled data to define problems associated with project scope. Directs project parameters, cost and resource estimates when needed. Works closely with operations management on project impact and direction. Requires a thorough knowledge of the operations area. Provides consulting and guidance to FLUs and partners that engage PRDM for remediation services.Key Functions:
Overall Consumer Remediation/Defect Management/Data Validation Strategy Execution
Remediation Oversight/Strategy working closely with Operations and Strategy leaders
FLU Relationship Liaison/Consultant – Consumer Card, Deposits, Rewards, and Small Business Card and Deposits
Required Skills: (Must have these skills to be minimally qualified)
8+ years of project/program management and/or related remediation experience
8+ years of Financial Industry experience
Strong analytical skills
Strong executive presence as they will be dealing with product executives frequently
Ability to complete thorough analyses of the organization's business goals and identify helpful and harmful factors related to completing these goals
Ability to analyze data to drive differentiated performance
Product and Product SOR - Prior knowledge and experience with Consumer and Small Business Card and deposit products including types of fees, payment applications, interest calculation, rewards and statements OR strong system functionality/process expertise for at least one specific product: Consumer Card/Deposit or Small Business Card/Deposit
Business Process/Acumen - Basic understanding of the businesses they support and the front-to-back impact of their processes. Extensive knowledge of single product line.
Organizational Skills - Is deadline and detail oriented, demonstrates strong organization of content and records. Ability to multitask while managing multiple files.
Communication skills - Meeting facilitation skills to host and document meeting outcomes with business partners, teammates (leads, analysts, operations), and management, including ability to present to executive level leadership. Document meeting minutes and send to stakeholders ensuring all documentation meets quality standards.
Ops Excellence – Drives Operational Excellence by seeking solutions for project completion while managing to target dates. Seeks to improve Remediation project management processes and tools.
Risk Management – Acts as an ambassador for the risk culture adhering to risk control expectations.
Innovative – Identifies opportunities to improve processes and shares ideas with manager and team. Participates in development and implementation of new initiatives.
Ability to work in a fast pace and changing environment.
Proficient in Microsoft Office Applications (Word, Excel, PowerPoint) and Adobe Pro.
Desired Skills:
Business strategy management experience
Management/Leadership experience
Experience or strong knowledge of operational support functions
Proven history of applying creativity & logic to solve problems
Ability to navigate in customer SOR (TSYS, Impact/BOSS, Rewards Superstation) to confirm, research and validation transactions.
Job Profile Summary:Responsible for programs/projects specific to corporate change initiatives that have significant impact on how the company does business, provides a product or service, or executes a function. Project responsibility requires responsibility for staff and budget. Serves as primary contact to senior department managers for critical change initiatives. Communicates, influences and negotiates both vertically and horizontally to obtain or leverage necessary resources. Accountable for analyzing present-state, developing alternative future-state approaches and facilitating implementation. Creates a clear, coherent approach to guide effective program/initiative setup, execution, and control. Ensures clearly defined responsibilities and accountabilities for key program/project roles. Integrates knowledge of end-to-end business process into program planning and decisioning processes. Develop, maintain, and report on an overall integrated delivery plan. Management experience with small to mid-size teams. Excellent project management skills, including the ability to prioritize work and meet deadlines. Strong business centric mindset with ability to utilize sound business judgment and tailor approach to drive optimal business outcomes. Typically 5+ plus years of program management experience.Shift:1st shift (United States of America)Hours Per Week:40Learn more about this roleFull timeJR-23009758Band: H4Manages People: NoTravel: NoManager:Talent Acquisition Contact:Viviana RenshawReferral Bonus:0Bank of America and its affiliates consider for employment and hire qualified candidates without regard to race, religious creed, religion, color, sex, sexual orientation, genetic information, gender, gender identity, gender expression, age, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law, and as such affirms in policy and practice to support and promote the concept of equal employment opportunity and affirmative action, in accordance with all applicable federal, state, provincial and municipal laws. The company also prohibits discrimination on other bases such as medical condition, marital status or any other factor that is irrelevant to the performance of our teammates.To view the "EEO is the Law" poster, CLICK HERE (https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf) .To view the "EEO is the Law" Supplement, CLICK HERE (https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCPEEOSupplementFinalJRFQA508c.pdf) .Bank of America aims to create a workplace free from the dangers and resulting consequences of illegal and illicit drug use and alcohol abuse. Our Drug-Free Workplace and Alcohol Policy (“Policy”) establishes requirements to prevent the presence or use of illegal or illicit drugs or unauthorized alcohol on Bank of America premises and to provide a safe work environment.To view Bank of America’s Drug-free workplace and alcohol policy, CLICK HERE .
Full-time