Program Manager

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. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day.
 
One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. We’re devoted to being a diverse and inclusive workplace for everyone. We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being.
 
Bank of America believes both in the importance of working together and offering flexibility to our employees. We use a multi-faceted approach for flexibility, depending on the various roles in our organization.
 
Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference. Join us!

Job Description:

This job is responsible for overseeing 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 serving as the primary contact to department managers for critical change initiatives and communicating, influencing, and negotiating vertically and horizontally to obtain or leverage resources. Job expectations include delivering regulatory and executive material and ensuring results align to program strategy, simplification, and new capabilities. 

The Claims Platform Conversions and Automation team is part of the Client Protection Shared Services organization. The team’s primary focus is executing projects that enhance or impact the claims organization.  A key aspect of this focus is the stability of the claims operating systems and platforms which helps minimize disruptions to the broader claims business. Primary business partners include Technology, Vendors, Stakeholders and Business Process Owners.  

Product Manager leads a diverse team of product owners which oversees the stability of the core claim systems as well as the adjacent systems that are up or down stream to the claims systems.  Responsible for system mapping and use case creation for the purpose of understanding the environment and closing any potential system gaps.  This role will be responsible for creating and maintaining metrics that display and track system performance.  Works closely with technical partners and Production Support teammates to close/prevent control gaps. 

Responsibilities:

• Managing a medium to large team of product owners, business liaisons and process designers.

• Ensuring System reliability and performance by identifying, analyzing, and resolving issues that cause instability.  This would be done through system mapping, testing, troubleshooting, and implementing solutions based on the results. 

• Mapping and testing system functionality to identify potential stability issues including any potential for regulatory breaks.

• Analyzing test results and identifying root causes of instability. 

• Investigating and resolving system stability issues, including software bugs, regulatory breaks, hardware malfunctions, and network problems. 

• Using diagnostics and analytics to identify opportunities for improvement. 

• Collaborating with other teams to resolve complex issues. 

• Identifying areas for system optimization and proposing solutions to improve stability and performance.

• Implementing best practices for system monitoring and maintenance. 

• Staying up to date with the latest technologies and trends in system stability. 

• Works with technology teams to close identified gaps.

• Works with Product Owners to define and refine business requirements when gaps are identified. 

• Works with Theme Manager and Intake partners to solicit funding if needed to address stability issue.

• Consults with business leaders or subject matter experts to identify operational needs and system requirements to enable business processes.

• Coordinates with technology teams engaged in the development of changes to business systems and applications and conveys business needs.

• Able to participate in and facilitate open discussions around developing plausible solutions to meet customer needs.

• Demonstrates follow through of assigned issues through completion, to include escalating and socializing risk.

Required Qualifications:

• 2+ years of Product Manager, Product Owner, application support or production support experience.

• Experience working with Pega and/or claims applications.

• Agile experience and certification.

• Flexibility to tackle various work assignments.

• Strong understanding of computer systems, operating systems, and networking. 

• Proficiency in troubleshooting and problem-solving. 

• Experience with testing methodologies and tools. 

• Knowledge of various software and hardware platforms. 

• Customer centric approach to problem resolution.

• Must work well in a team environment, as well as independently.

• Solid/strong ability to effectively communicate with senior leaders.

• Strong ownership skills.

• Must have a strong and positive work ethic and follow Bank of America's Core Values.

• Self-starter with the ability to troubleshoot efficiently and effectively.

• Must be flexible and adapt quickly to change.

• Ability to multi-task and meet specific performance goals.

• Proficient in Jira, Confluence, Visio, Excel, and Word.

• Excellent written and oral communication skill.

Desired Qualifications:

• Bachelor's degree or 3-5 years of Operations experience preferred, including 2 years supervisory experience.

Skills:

• Product Management

• Reporting

• Consulting

• Problem Solving

• Leadership Development

• Performance Management

• Collaboration

• Presentation Skills

• Prioritization

• Issue Management

• Risk Management

• Process Design

• Process Performance Management

• Oral Communications

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Pay Transparency details

US - NY - New York - 1114 Avenue Of The Americas - Grace (NY1544), US - RI - Lincoln - 670 George Washington Hwy (RI1541)

Pay and benefits information

Pay range

$115,000.00 - $167,000.00 annualized salary, offers to be determined based on experience, education and skill set.

Discretionary incentive eligible

This role is eligible to participate in the annual discretionary plan. Employees are eligible for an annual discretionary award based on their overall individual performance results and behaviors, the performance and contributions of their line of business and/or group; and the overall success of the Company.

Benefits

This role is currently benefits eligible. We provide industry-leading benefits, access to paid time off, resources and support to our employees so they can make a genuine impact and contribute to the sustainable growth of our business and the communities we serve.