Senior Operations Analyst - USD/ TFX /ACH Customer Service

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!

This job is responsible for analyzing the day-to-day issues, researching, and providing resolution for various issues identified within a business unit. Key responsibilities include building new procedures, completing complex non-routine analytics, creating reports, and reviewing exception testing and processing. Job expectations include supporting continuous improvement of processes by identifying trends and understanding the operations environment.

Responsibilities:

• Perform reporting, analysis, and gap assessments to support operational performance, risk awareness, and decision making.
• Develop, maintain, and enhance management reporting, dashboards, executive summaries, and presentations.
• Support audit and compliance activities, including issue tracking, remediation coordination, documentation support, and evidence preparation.
• Coordinate and support projects related to service quality, associate training, process improvement, internal communications, and operational initiatives.
• Participate in weekly and monthly stakeholder forums, supporting status reporting, initiative tracking, and action follow‑ups.
• Assist in the administration of bank programs, policies, and procedures, including creation and updates of procedures and job aids.
• Apply a strong understanding of Customer Service and/or Global Payment Operations processes to identify risks, inefficiencies, and improvement opportunities.
• Collaborate cross‑functionally to support risk mitigation efforts, issue action plan development, and remediation activities.
• Report on adherence to policies, standards, and procedures, escalating risks and concerns as appropriate.
• May assist with or direct workflow activities for assigned initiatives to ensure timely and accurate delivery of work.
• Support continuous improvement efforts by contributing data‑driven insights and recommendations.
• Leads implementation for products, services, and operational solutions
• Manages the design, documentation, implementation, and monitoring of new products and services
• Consults on procedural, technical, and operational changes
• Advances business products knowledge within operations environment
• Fosters relationships with partners and teammates
• Inspects data to identify issues and trends
• Presents reporting on key performance and implementation status

Required Qualifications:

• Minimum of 1 year project management experience
• Familiarity with the Bank’s complaint program and experience tracking / managing complaints or equivalent experience
• Experience performing operational analysis, reporting, and issue tracking.
• Experience creating, updating, or maintaining procedures, job aids, or process documentation.
• Strong written, verbal, and presentation communication skills, with the ability to engage effectively across multiple organizational levels.
• Demonstrated ability to support a strong risk and control culture through analysis, issue identification, and action‑oriented recommendations.
• Ability to influence and collaborate with partners using data‑driven insights and subject matter knowledge.
• Experience coordinating efforts to mitigate or remediate risk, including providing accurate and timely reporting.
• Proven ability to manage multiple priorities in a fast‑paced, changing environment.
• Strong proficiency in Microsoft Office tools, including Excel, PowerPoint, and SharePoint.
• Ability to work independently to identify, analyze, and support resolution of issues. Strong organizational skills, attention to detail, and follow‑through.
• Demonstrated ability to build and maintain effective working relationships with operations, risk, and control partners.

Desired Qualifications:

• Bachelor’s degree or equivalent work experience.
• Experience supporting or contributing to process improvement, control enhancements, or operational change initiatives.
• Knowledge of or experience within Global Payment Operations or Customer Service environments.
• Experience with Single Process Inventory (SPI) and/or Process Owner Portal (POP).
• Experience supporting large‑scale operational or enterprise initiatives.

Skills:

• Attention to Detail
• Monitoring, Surveillance, and Testing
• Policies, Procedures, and Guidelines Management
• Regulatory Compliance
• Written Communications
• Adaptability
• Business Acumen
• Continuous Improvement
• Critical Thinking
• Process Mapping
• Change Management
• Consulting
• Data Management
• Reporting
• Research

Shift:

1st shift (United States of America)

Hours Per Week:

40