IT Change & Release Management Operations Analyst providing 24x7 operational support for enterprise Change and Release Management. Focus on governance, ServiceNow integrity, and automation for operational success.
About the role
- Operations Performance Manager at Bank of America leading operational support and driving performance improvement across contact centers. Focusing on fraud handling process and operational excellence.
Responsibilities
- Leading operational support across multiple locations/functions
- Partnering with senior management, evaluating current methods
- Driving operational excellence across the contact center(s)
- Identifying opportunities for improvement and proposing solutions
- Overseeing execution of robust control reporting
Requirements
- 2+ years of experience specific to Fraud handling process
- Must have robust knowledge of Fraud and Claims process for Check, Digital, Credit, Debit, Wires & Zelle/P2P
- Ability to analyze data and trends
- Advanced Excel and PowerPoint proficiency
- Outstanding communication and presentation skills
- Ability to coach team managers
Benefits
- Discretionary incentive eligible
- Access to paid time off
- Industry-leading benefits
- Resources and support to employees
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