Program Lead (Production Support)

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 is core to how we drive Responsible Growth. This includes our commitment to being an inclusive workplace, attracting and developing exceptional talent, supporting our teammates’ physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve.

Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations.

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 supporting programs and projects specific to corporate change initiatives that impact how the bank does business, provides a product or service, or executes a function. Key responsibilities include assisting department managers with critical change initiatives and communicating, influencing, and negotiating both vertically and horizontally to obtain or leverage necessary resources. Job expectations include delivering regulatory and executive material and ensuring results align to program strategy, simplification, and new capabilities. 

This role provides Production Support for the Claims Research Resolution (CRR) Operations Teams for all Billing Disputes and Fraud Claims. Candidate will work closely with the claims line of business managers, the Pega application development team, and technology partners to identify, troubleshoot, and resolve systems issues. Production support and management activities encompass, but are not limited to, application monitoring, addressing user inquiries, handling production incidents, and troubleshooting application performance issues.

Responsibilities:

• Assists with defining program controls, processes, procedures, reporting cadence, decision governance structures, and ways of working with key stakeholders 

• Partners closely with project sponsors, cross-functional teams, and assigned project managers to develop the scope, deliverables, required resources, work plan, budget, and timing for new change initiatives

• Supports the execution of defined tasks through tracking of program milestones and their statuses, developing program plans, and measuring progress against ongoing key performance indicators

• Analyzes, evaluates, and overcomes program risks and produces program reports for managers and stakeholders

• Identifies key requirements for cross-functional teams and external vendors to perform in alignment with the program objectives 

• Works with other program managers to identify risks and opportunities across multiple projects within the department, leading them to negotiate decision making for efficient and effective resolution

• Meets with stakeholders to provide transparency into project issues and decisions on services, builds positive relationships, asks questions, and uses tools to uncover root causes to challenges, identify opportunities, and make recommendations

• Hands-on experience supporting client applications with close interaction with business users and the application team, preferably in Claims

• Work with partners to resolve production “down” situations under tight SLA deadlines

• Prepare and deliver presentations to leadership and LRC (Legal, Risk, and Compliance) stakeholders

• Conduct root cause analysis and identifying process or system issues

• Maintain records and files in compliance with bank retention policies

• Engage with business partners to analyze, implement, and update processes

• Understand and quantify risks associated with new or proposed processor procedural changes, products, and programs

• Active participation and contribution during Incident Reviews utilizing a Customer centric approach and looking at the end-to-end process

Required Qualifications:

• 2 years minimum Billing Dispute and/or Fraud Claims line of business experience

• Management, Analysis, and/or Control experience

• Excellent written and verbal communication skills, with the ability to communicate with senior stakeholders clearly, concisely, and persuasively

• Strong independent problem-solving skills, utilizing critical and analytical thinking to address complex issues

• Attention to detail

• Able to interact effectively with all levels of leadership

• Intellectual curiosity and strong urge to figure out the “whys” of a problem and come up with solutions

• Strong organizational skills to ensure team deadlines are met

• Strong ownership and accountability, as well as the ability to work independently, as a team, and with partners

• Critical thinking, flexibility, adaptability, and the ability to quickly respond to changing priorities

Desired Qualifications:

• Strong demonstrated knowledge of regulations (Reg. E, Reg. Z, NACHA)

• Claims System experience: EPIC, ENG, BASS, MSS, Blast, Visa, Visa PAS, Mastercard, TSYS, Lexis Nexis, GCA Content Navigator

• Proficiency with running and/or writing SQL queries for data retrieval and analysis

• Experience with Microsoft Excel and PowerPoint

• Expertise in business analytics, data mining, and identifying trends    

• Experience in project management, analytics, or production support

Skills:

• Process Design

• Program Management

• Project Management

• Reporting

• Strategy Planning and Development

• Issue Management

• Oral Communications

• Presentation Skills

• Prioritization

• Problem Solving

• Performance Management

• Process Performance Management

• Process Simplification

• Risk Management

• Workforce Planning

Internal employees who are currently working from home are still eligible to apply. However, if selected for the role, you may be required to work onsite in accordance with the workplace excellence policy.

Shift:

Hours Per Week: