Global Payment Operations

7 days ago

Charlotte, United States Bank of America Full time
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. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day.

One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. We're devoted to being a diverse and inclusive workplace for everyone. We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being.

Bank of America believes both in the importance of working together and offering flexibility to our employees. We use a multi-faceted approach for flexibility, depending on the various roles in our organization.

Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference. Join us

Job Description:
This job is responsible for the day-to-day resolution of complex problems and the research and execution of complex transactions for Customer Service Group within Global Payment Operations. Key responsibilities include strategically advising upon the design, development, and implementation of products, systems, and services using discretion within the project management methodologies.

Line of Business Description:

The Global Operations group is a centralized operations team supporting all eight (8) lines of business across the enterprise. Global Operations provides operational support to our clients and business partners day to day in the processing and settling of transactions. By maintaining a sound and structured control environment, Global Operations minimizes financial, reputational, and operational risks from occurring during the settlement of cash and securities each day.

The Global Payment Operations (GPO) organization delivers global wire repair and ACH (High/Low Value) payments for internal and external bank clients and supports end-to-end payment execution and investigations for transactions initiated through various channels. The team also provides sanctions screening on transactions for multiple products, in accordance with policies established by the Global Economic Sanctions Compliance team.

Responsibilities:
  • Manage the GPO complaints program including responsibility over complaint metrics, reporting, research and resolution, sample review, theme analysis, representing the business on weekly and monthly stakeholder calls, creating and managing initiatives to reduce complaints and executive summaries and presentations of complaint data.
  • Advises on the design, development, and implementation of complex products, systems, and services in an operations environment using discretionary judgment
  • Advises on projects and directs activities of a team related to special initiatives
  • Advises as a technical expert in assigned area, providing an understanding of the business unit's operations processes and implications on other groups within the operations function
  • Consults on present-state, develops alternative future-state approaches, and facilitates implementations by creating a clear and coherent approach to guide effective program/initiative setup, execution, and control
  • Identifies and recommends responsibilities and accountabilities for key programs/projects
Required Qualifications:
  • Cross functional with strong business analysis, problem solving, quality management and organization skills
  • Experience in connecting with a diverse set of clients to understand future business needs - is a continuous learner
  • Participate in and drive collaborative efforts to advance tools, technology, and ways of working to better serve an evolving client base
  • Experience with large scale projects/project management
  • Executive reporting and presentation skills
  • Excellent written and verbal communication skills
  • Ability to build and maintain excellent relationships with business stakeholders and gain trust in order to guide and influence them
  • Willing to learn and adapt to change
  • Believes in value of diversity so we can reflect, connect and meet the diverse needs of our clients and employees around the world
  • Working knowledge of Windows and Microsoft Office
  • Ability to understand the bigger picture (risks, dependencies)
  • Ability to prioritize, use own initiative and be flexible
  • Ability to work under pressure, meet deadlines and navigate change
Desired Qualifications:
  • Global Payment Operations general knowledge/experience
  • Global Payment Operations Customer Service knowledge/experience
  • Enterprise Consumer and Institutional Complaints knowledge
  • Experience writing and reviewing procedures/job aids
  • Bachelor degree or equivalent preferred.
  • Individual typically has 3-5 years of experience.


Skills:
• Risk Management
• Customer and Client Focus
• Problem Solving
• Issue Management
• Adaptability
• Attention to Detail
• Collaboration
• Critical Thinking
• Analytical Thinking
• Decision Making
• Oral Communications
• Presentation Skills

Shift:
1st shift (United States of America)

Hours Per Week:
40

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