Director, Digital Payment Operations

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Job Description:

Bank of America’s Zelle & External Transfers team is seeking a Senior Digital Manager to help advance operations and development of multiple Digital Payments capabilities (Zelle, ACH, Wires). The ideal candidate will be a forward-thinking leader with a proven track record of successfully operating next generation products, services and technologies. The role requires an individual with a strong combination of strategic thinking, detailed tactical planning, risk and project management expertise.

Candidates should have a solid understanding of banking products and services, digital payments, and be proactive in their approach, with an ability to own and manage multiple priorities simultaneously.

As a Digital Payment Products Operations Manager, the successful candidate will work directly with Bank of America’s Digital business, product, operations, technology, internal legal/risk, and business controls partners. This leader will have accountability for establishing/maintaining strong relationships and building consensus with peers and partners across the organization.

Day to day ownership of multiple Zelle, ACH, and Wires processes
Understand and manage product risks and controls; oversight of monthly control metrics
Ownership of audit issues related to Zelle, ACH, and Wires, including action plan creation and execution
Own thematic analysis of client complaints, monitor Voice of the Customer, and suggest product or process improvements based on client feedback
Work closely with Contact Center team to obtain customer feedback
Handle production incidents, working with Technology and Client Remediation to resolve issues and remediate clients
Research and resolve high-profile customer escalations
Work closely with Risk, Legal, Compliance, Fraud, and Technology

Required Skills:

Bachelor’s Degree required
5+ years’ experience in a product management, operations & planning, or project management role.
Advanced experience with Microsoft Office Suite (Excel, PowerPoint, Outlook)
Experience coordinating, communicating, and managing across multiple lines of businesses
Ability to present to senior leadership in a clear and articulate manner.

Desired Skills: