Production Services Lead at Bank of America in Charlotte

Production Services Lead

Location: Charlotte

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.

Team Specific Job Description:

The TPAS Application Owner Analyst is responsible for the day-to-day operational administration, controls execution, reporting, and governance activities that support the TPAS application. The role serves as a key member of the TPAS Application Owner team and helps ensure the application operates effectively, remains compliant with control and audit requirements, and delivers accurate, reliable information to stakeholders.

Working closely with Process Owners, Technology partners, Finance stakeholders, and control teams, the analyst is responsible for application monitoring, reconciliations, data quality oversight, access governance, issue management, operational reporting, KPI development, and user support. The role also participates in enhancement testing and release activities as part of a cross-trained Application Owner team. The operating model specifically assigns responsibility for application controls, reconciliations, training, adoption, application monitoring, operational reporting, and governance to the Application Owner function.

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+ years of experience supporting financial systems, business applications, operational processes, controls, reporting, or governance functions
• Experience performing reconciliations, operational controls, data validation, reporting, or analytical activities
• Advanced Microsoft Excel and Alteryx skills
• Strong analytical and problem-solving skills
• Experience working across business and technology organizations
• Strong written and verbal communication skills
• Proven ability to manage multiple priorities while maintaining accuracy and attention to detail

Desired Qualifications:

• Bachelor's degree in Finance, Accounting, Business, Information Systems, Technology, Data Analytics, or related field
• Experience supporting Technology Finance, Financial Planning & Analysis, Capital Planning, Initiative Planning, or Cost Management processes
• Experience with application ownership, business application administration, or finance technology platforms
• Experience with data quality management, issue management, or operational reporting
• Experience creating dashboards, KPIs, and management reporting.
• Experience participating in User Acceptance Testing (UAT) and release validation activities

Minimum Education Requirement:

• High School Diploma / GED / Secondary School or equivalent

Shift:

1st shift (United States of America)

Hours Per Week:

40