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 building and leading a team to deliver technology products and services that meet business outcomes. Key responsibilities include developing a technology strategy, ensuring technology solutions comply with applicable standards, promoting design, engineering, and organizational practices, and advocating and advancing modern, Agile solution delivery practices. Job expectations may include coaching, mentoring, providing feedback and hands on career development, identifying emerging talent, fostering leadership skills, and managing stakeholders.
Responsibilities:
Managerial Responsibilities:
This position may also have responsibilities for managing associates. At Bank of America, all managers at this level demonstrate the following responsibilities, in addition to those specific to the role, listed above.
Position Summary:
Senior Operational Manager role responsible for managing Voice Operations environment consisting of numerous technologies, as well as direct management of 15 full time employees as well as general oversight of approximately 200 scope of work contractors.
This role requires working closely with vendors as well as managing and leading internal teams. Tasks focus on incident management, risk assessment, escalation, system restoration, and break/fix supervision.
Additional requirements include participating in change and problem management reviews, and working with other support teams to manage, triage, and resolve issues expeditiously.
Will demonstrate leadership and expertise in the following areas:
Required Qualifications
Minimum 10 years operations expertise
Solid Track record in Management
Operational Engineering experience with other voice, data network, and security network technologies demonstrable by certification and/or work history, a plus
Experience working in the financial or banking industry, a plus
Excellent written and verbal communication skills
Able to coach others during troubleshooting activities
Strong risk management skills; able to understand urgency, and assess impact
Ability to work in a highly visible environment
Understand concept of operational excellence and strive to improve environment
Strong inter-personal skills; able to work both independently and in a team environment
Ability to provide direction and leadership during troubleshooting calls
Leading a large scale Operational team
Vendor Operations Governance
Network Skills: Cisco Experience and/or Certifications desirable
All Domains, including Financial Centers, Private Bank, Contact Centers, Executive Support
Desired Qualifications
Skills:
Shift:
1st shift (United States of America)
Hours Per Week:
40