Responsibilities Serve as a subject matter expert supporting merchant services operations, governance, and strategic initiatives Provide end-to-end oversight of vendor performance, including service quality, KPIs, and risk/control adherence Act as an escalation point for complex client issues and operational disruptions Lead and support governance routines, performance reporting, and executive-level updates Drive process optimization and efficiency opportunities across servicing and operational workflows Partner cross-functionally (product, servicing, complaints, vendor partners) to support initiative delivery and issue resolution Provide flexible support across multiple workstreams based on business priorities and interim coverage needs Lead or contribute to initiatives tied to servicing realignment, vendor strategy, and operational transformation Deliver insights and recommendations to leadership to inform decision-making and prioritization Required Skills Bachelor degree in Business, Finance, or related field or comparable professional experience 5-7 year experience in managing functions that support activity such as operations, training, quality programs, billing and process improvement 5+ years preferred experience in Merchant Services Strong experience in vendor governance, risk oversight, or operational controls Proven ability to lead complex initiatives across multiple stakeholders Strong executive-level communication and influence skills Ability to operate effectively in ambiguous, evolving environment Desired Skills Merchant services or financial services operations experience Experience supporting operating model changes, servicing transformations, or large-scale initiatives Familiarity with complaints management, client experience, or servicing frameworks Key Skills Critical Thinking Customer and Client Focus Decision Making Problem Solving Risk Management Adaptability Attention to Detail Collaboration Issue Management Analytical Thinking Oral Communications Presentation Skills Shift 1st shift (United States of America) Hours Per Week 40 Privacy Statement https://careers.bankofamerica.com/en-us/privacy-notice #J-18808-Ljbffr
Senior Operations Consultant • Whitehall, NY, United States
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