Operations Project Manager-Desktop Transformation

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. 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!

Job Description
This job is responsible for managing medium to large projects for an operations department or Line of Business. Key responsibilities include determining appropriate test methods, coordinating execution across stakeholders and test groups, managing project scope, planning, and organizing, directing the execution of test plans and scripts, and working closely with management on project impact and direction. Job expectations include acting as the first point of contact for end-to-end project status, project health, mitigation, and timely escalation to leadership and stakeholders.

Responsibilities

• Lead line of business projects supporting the transformation of desktop applications used in Bank of America’s retail contact centers from concept through implementation.

• Partner with business, technology, UX design and other key stakeholders to define requirements, coordinate delivery and support successful execution.

• Manage and prioritize the team’s work to ensure initiatives are clearly defined, aligned to business needs and delivered on time.

• Serve as the primary line of business contact for one or more agile teams, providing guidance, answering questions and supporting day-to-day decision-making.

• Lead regular project meetings, monitor progress and escalate issues, risks and dependencies as needed.

• Support testing activities, including script review, user acceptance testing, defect resolution and final signoff.

• Partner with training and release teams to support pilot readiness, implementation planning and post-release stabilization.

• Gather feedback from stakeholders and end users and incorporate it into future priorities and enhancements.

Required Qualifications

• Experience in a contact center environment, including knowledge of desktop applications and tools used by associates.

• Experience leading or coordinating projects, initiatives or workstreams from planning through implementation.

• Strong organizational skills, with the ability to manage multiple priorities and meet deadlines in a fast-paced environment.

• Strong verbal and written communication skills, with the ability to work across business and technology teams.

• Strong analytical, problem-solving and decision-making skills.

• Ability to build partnerships, work across teams and influence outcomes without direct authority.

• Ability to work independently, adapt to change and escalate issues when needed.

• Proficiency in Microsoft Office, including Excel, Word and PowerPoint.

Desired Qualifications

• Experience supporting desktop, associate-facing or contact center transformation efforts.

• Experience translating business needs into requirements and helping prioritize work for a team.

• Experience supporting testing, issue resolution and implementation readiness.

• Experience working in an agile or project-based delivery environment.

Skills

• Attention to Detail

• Collaboration

• Risk Management

• Active Listening

• Change Management

• Customer and Client Focus

• Problem Solving

• Process Mapping

• Business Case Review

• Critical Thinking

• Planning

• Presentation Skills

• Project Management

Minimum Education Requirement: High School Diploma / GED / Secondary School or equivalent

Shift:

1st shift (United States of America)

Hours Per Week: 

40

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