Production Services Lead
Company: Bank of America
Location: Charlotte
Posted on: April 2, 2026
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Job Description:
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 monitoring and/or
running the day-to-day operations of critical line of business
technology platforms and/or business continuity. Key
responsibilities include providing problem/incident management,
maintaining operational readiness, supporting associates, change
management, reviewing, and quality auditing, and supporting
communication deliverables. Job expectations include coordinating
across operational and support partners to resolve time sensitive
and client facing issues, escalating and opening incident tickets
or working a queue of pending requests. Responsibilities: Monitors
and reacts to various intake and communication channels to identify
issues and business needs impacting supported groups Gathers and
analyzes information about impacting issues or incidents to provide
a clear picture of the issue to production support teams as needed,
including triaging issue through direct interaction with supported
line of business leadership and agents Escalates issues impacting
multiple agents and providing support for the assessment,
communication, and coordination for resolution of the issue
Leverages data to bring attention to areas of opportunity related
to contact center performance Provides training and communications
to ensure appropriate usage of technology solutions Leads the
planning of larger scale change events including the assessment of
the impacts and integration approach to the business which may
include testing, training, and communication Engages with
technology and other partners for project support, key updates and
synchronization across near and long term event horizons Required
Qualifications: 3-5 years’ experience implementing and/or
supporting financial applications Experience in
production/testing/application processing support Strong
analytical, problem-solving, and oral/written communication skills
Experience partnering with technology teams and other stakeholders
on change management initiatives Intermediate experience working
with Microsoft products like Excel, PowerPoint, etc. Ability to
work independently as well as in a team environment Experience
using reporting tools to extract information from financial data
warehouses Ability to meet established deadlines/SLA’s Ability to
adapt to changing circumstances and environments and take on new
ideas and concepts Desired Qualifications: Bachelor’s degree in
Accounting/Finance/MIS Experience working with automation tools
(i.e. Alteryx, Tableau, etc.) Banking and/or financial services
experience Accounting operations experience Working with teams
across multiple geographies Financial acumen Experience with ERP
systems (i.e. SAP, Oracle) Minimum Education Requirement: High
School Diploma / GED / Secondary School or equivalent Shift: 1st
shift (United States of America) Hours Per Week: 40
Keywords: Bank of America, Charlotte , Production Services Lead, Accounting, Auditing , Charlotte, North Carolina
