Program Lead (Production Support)

Bank of America•Fort Worth, TX

1d•Onsite

About The Position

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.

Requirements

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

Nice To Haves

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

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