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Consumer Client Services Tech Integration & Incident Manager

Bank of America | Newark DE 19711 USA | Full Time | Posted: 10/15/2019

Job Descriptiontop

Job Description:

Consumer Client Services manages the contact centers in the bank to service over 60 MM Consumer & Small Business clients.  Within the organization the Tech Integration & Incident Manager leads the team responsible for optimal real-time business continuity to deliver consistently for our clients.  The team swiftly engages 24x7x365 to provide cross-channel and cross-functional leadership during real time technical and/or business continuity events.  The team provides proactive review and intervention on planned technology change to mitigate any potential contact center service impacts.  Additionally the team drives ongoing root cause identification and mitigation activities for long-term solutions.  This is a high visibility role with exposure at senior levels of the company and requires excellent communication skills, influential leadership skills, and a strong working knowledge of contact center technology processes and related systems.

Responsibilities include:

  • Serve as the technology point of contact for Consumer Client Services; drive the development of improved detection capabilities; lead routines with tech/LOB to flush out issues; provide clear reporting for incidents and root cause work; collaborate with tech partners to identify and prioritize key issues facing the contact centers to drive improvements
  • Lead real-time incident management to quantify the event (size/impact/severity), engage resources, calculate impact, determine communication protocols, provide site feedback, coordinate with console regarding plays, and provide overall event management
  • Coordinate incident response and communication follow-up; monitor remediation activities; coordinate and manage reconvenes; execute event communications; provide incident reporting
  • Lead proactive change management, approval and control; review proposed application/infrastructure changes; participate in Tech Review Board meetings and project review meetings to understand scope/impact/timeframes; serve as liaison for LOB to negotiate timing/alternate staffing; communicate outages, expected impacts and work-arounds
  • Serve as business continuity point of contact; provide awareness and coordinate actions across various stakeholders (tech/operations/contact centers/business continuity/facilities/security) until incident resolved and operational impacts averted; develop integration strategies with enterprise business continuity/GIS/SOACC functions
  • Develop and manage key business partner relationships with line of business Leadership (internal and vendor) and technology product support partners (including but not limited to product support L2 and stability, call delivery/CTI, CCO, change leadership, console, readiness/response, and urgent communications team)

Required Skills:

  • 5+ years’ experience in Call Centers or large scale real-time Operations
  • 5+ years’ experience related to technology and system integration
  • Strong relationship building skills to interact with a broad range of stakeholders and partners
  • Ability to manage urgent events under pressure with confidence
  • Ability to communicate complex information in simplistic fashion
  • Bachelor’s degree
  • Proven ability to lead a team of associates across multiple sites and shifts
  • Manage competing needs and drive to quality despite changing priorities and tight deadlines
  • Project management, PMO, or change management experience
  • Strong organizational skills; focus on attention to detail
  • Proficient with PowerPoint
  • History of influencing without authority
  • Strategic and critical thinker
  • Effective verbal/written communication to Senior level executives and business partners

Desired Skills:

  • Contact Center Technology system & telephony expertise (Genesys, virtual hold, call routing, IEX, Synergy)
  • Experience in leading forecasting, capacity planning, scheduling functions
  • Problem solving using data analytics
  • Process improvement expertise; Six Sigma certified


1st shift (United States of America)

Hours Per Week:


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Location Newark, DE, 19711, United States
Categories Information Technology

Location Maptop

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Job Code 19056338-6

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