Senior Operations Manager jobs in United States, Virginia, Richmond

Job Description:

This job is responsible for working with a team of Global Payments Operations (GPO) professionals that specialize in Automated Clearing House (ACH) Production which entails preparing, executing, monitoring, and balancing the Automated Clearing System (ACX) processing windows throughout the day to ensure timely and accurate processing of funds according to requirements of the National Automated Clearing House Association (NACHA). Key tasks include analyzing the day-to-day ACH file issues/suspends, researching, and providing resolution for various issues identified within a business unit. Key responsibilities include executing, monitoring, and verifying ACH jobs, completing complex non-routine analytics, creating reports, and engaging with clients and internal associates via telephone and email for ACH Files that fail straight through processing edits and checks. Job expectations include supporting continuous improvement and understanding the criticality of accurate, timely, and appropriate actions in support of the payments operations environment.

Responsible for the day-to-day analysis, research and resolution of varied problems related to processing of ACH files including, but not limited to, duplication, out of balance, invalid dates, etc.

Responsibilities:

• Complete numerous tasks in preparation for window execution
• Executes windows on scheduled intervals
• Balance Windows
• Escalate system abends (failures) timely and appropriately
• Consult with clients and internal associates via phone (incoming and outgoing calls)
• Consult with clients and internal associates via email communications (shared mailbox)
• Fosters relationships with partners and teammates
• Inspects data to identify issues and trends
• Presents reporting on key performance status

Skills:

• Attention to Detail (Capture progress in the following tools: Mattermost, ACHieve, Avaya, Track phone calls, eTask platform for working exceptions, & Task Tracker)
• Monitoring, Surveillance, and Testing
• Ability to retain Policies, Procedures, and Guidelines
• Ability to work in a fast-paced environment
• Positive attitude and ability to work within a team
• Regulatory Compliance
• Strong Written Communications
• Adaptability
• Business Acumen
• Continuous Improvement
• Critical Thinking
• Change Management
• Consulting
• Data Management
• Reporting
• Research

Required Qualifications:

• High attention to detail and critical thinking skills
• Ability to adapt to changing priorities and manage multiple initiatives simultaneously
• Minimum 2 years of experience in operations analysis, business process improvement, or a similar role within financial services or a regulated industry
• Strong written and verbal communication skills

Desired Qualifications:

• Exposure to NACHA Requirements
• Minimum 5 years of experience in operations or a similar role within financial services or a regulated industry
• Bachelor’s degree
• Proven ability to perform complex, non-routine data analysis using tools such as Excel

This job is responsible for analyzing the day-to-day issues, researching, and providing resolution for various issues identified within a business unit. Key responsibilities include supporting defined procedures, routine analytics, and creating reports and completing exception processing.

Responsibilities:

• Assists with coordination of implementation for products, services, and operational solutions
• Supports the design, documentation, implementation, and monitoring of new products and services
• Provides guidance regarding procedural, technical, and operational changes
• Expands business products knowledge within operations environment
• Builds network by developing relationships with partners and teammates
• Inspects data to identify issues and trends
• Collects and interprets data to validate operational processes

Skills:

• Attention to Detail
• Customer and Client Focus
• Monitoring, Surveillance, and Testing
• Process Performance Management
• Research
• Adaptability
• Business Analytics
• Critical Thinking
• Reporting
• Written Communications
• Data Management
• Policies, Procedures, and Guidelines Management
• Process Design
• Process Effectiveness
• Strategic Thinking

This job is responsible for analyzing the day-to-day issues, researching, and providing resolution for various issues identified within a business unit. Key responsibilities include supporting defined procedures, routine analytics, and creating reports and completing exception processing.

Responsibilities:

• Inbound Call Center Customer Service Rep receiving calls including day-to-day analysis, research and resolution of varied problems related to ACH
• Responsible for reviewing inquires from our financial institution clients utilizing SWIFT to communicate between Bank of America and other Financial institutions to resolve any open quires on post settlement payments
• Functions include administering defined procedures, analysis and report generation, and exception processing
• Contact both external banks and internal clients to resolve any inquiries on payments using the GIN system to work on individual cases
• Aid clients in queries surrounding payments post settlement, queries include amendments, return of funds, bene claims nonreceipt of funds, recall of funds
• Assists with coordination of implementation for products, services, and operational solutions
• Supports the design, documentation, implementation, and monitoring of new products and services
• Provides guidance regarding procedural, technical, and operational changes
• Expands business products knowledge within operations environment
• Builds network by developing relationships with partners and teammates
• Inspects data to identify issues and trends
• Collects and interprets data to validate operational processes

Required Qualifications:

• Minimum of 1 year call center experience
• Must be able to Multitask using various systems/applications as well as different tasks at different times.
• Exceptional Customer Service experience and excellent oral and written communication skills
• Typing and Data entry experience
• Excellent time management and prioritization skills, with ability to meet deadlines under pressure
• Experience with working independently and on teams
• Experienced with Microsoft Office Suite, especially Excel
• Experienced with managing multiple priorities and multi tasks

Desired Qualifications:

• Experience receiving at least 40+ USD Wire or ACH calls throughout the business day,
• Expert level Excel experience
• Working knowledge of payment investigations system ​
• Electronic Wiring and Financial industry experience
• Business, Finance, Accounting, Economics, or similar major preferred

Skills:

• Attention to Detail
• Customer and Client Focus
• Monitoring, Surveillance, and Testing
• Process Performance Management
• Research
• Adaptability
• Business Analytics
• Critical Thinking
• Reporting
• Written Communications
• Data Management
• Policies, Procedures, and Guidelines Management
• Process Design
• Process Effectiveness
• Strategic Thinking

This job is responsible for overseeing the Operations team and ensuring they meet deadlines, execute, and coordinate tasks. Key responsibilities include supporting continuous business improvements, reviewing operations procedures, implementing changes, ensuring adherence to operations procedures, providing guidance to employees, handling exception requests, and referring more complex problems to a senior manager. Job expectations include having an awareness of foundational operations and familiarity in a specific product line.

Responsibilities:

• Responsible for all Team Lead responsibilities, directly involved with managing on-site and off-site staffing without having any direct reports
• Reviews operations procedures and implements changes and ensures the enforcement and adherence to operations procedures
• Provides guidance to staff and may handle exception items or unusual situations, referring more complex problems to a senior level manager
• Monitor work flow and team progress, provide feedback to manager/team
• Monitor escalations received from Lines of business and response in timely manner
• Coordinate with other sites/regions to ensure daily SScOE goals are met
• Provide training to new hires and up skill training to existing associates
• Ensure existing training is updated appropriately to adjust for changes in environment over time
• Participates in projects as required
• Resolves day-to-day problems and executes deliverables within the business unit
• Provides functional expertise knowledge to projects or initiatives relating to the business unit
• Manages team workload and provides general oversight and direction to team
• Maintains internal, operational, and financial controls and works within risk appetite of the business unit
• Reviews processes to ensure they are efficient and implements process improvement opportunities
• Schedule is Monday - Friday 11pm - 8am

Required Qualifications:

• Minimum of 1 year of experience with economic sanctions program requirements and disposition of sanctions alerts or equivalent experience
• Analytical and detail oriented.
• Highly motivated to succeed in a fast-paced environment
• Ability to prioritize, use own initiative and be flexible
• Good oral and written communications skills.
• Ability to work under pressure, meet deadlines and navigate change
• PC proficiency and excellent Keyboarding/Typing skills.
• Ability to work independently, as well as, within a team.
• Manages the risk reward trade off; follows the proper risk routines to get the right outcomes for the business. Successful candidate MUST have a strong risk framework and approach
• Knowledge of Excel, Word, Outlook
• Overtime as required
• Schedule is Monday - Friday 11pm - 8am

Desired Qualifications:

• 1+ year leadership experience
• Experience in Global Banking & Markets business process
• Excels in working among diverse viewpoints to determine the best path forward
• Highly organized individual - Demonstrates a bias for action and a commitment to achieving sustainable results. Makes timely and fact based decisions
• Communicates with impact; communicates effectively (both in writing and when speaking) using clear, concise and simple language
• Demonstrates a commitment for continuous learning; challenges the status quo and is passionate and capable of driving change across the organization
• Is intellectually curious; constantly seeks to learn and advance his/her knowledge
• Team player attitude, enthusiasm and commitment
• Strives to bring new thoughts and ideas to teams in order to drive innovation and unique solutions.
• Participate in and drive collaborative efforts to advance tools, technology, and ways of working to better serve an evolving client base
• Believes in value of diversity so we can reflect, connect and meet the diverse needs of our clients and employees around the world

Skills:

• Attention to Detail
• Collaboration
• Customer Service Management
• Customer and Client Focus
• Fraud Management
• Active Listening
• Administrative Services
• Business Operations Management
• Data Collection and Entry
• Quality Assurance
• Client Management
• Coaching
• Performance Management

Responsibilities:

• Basic level reporting,

• Customer service support

• Reviewing and processing wire transactions for item processing.

• Ensures quality service and effective and efficient Wire Operations support for the assigned area's internal business partners and/or external customers/clients.

• Performs all the functions required at the Sr. Ops Rep level and typically will act as a workflow coordinator and/or a subject matter expert.

• Able to prioritize daily work to meet deadlines and goals for Federal Reserve cutoff.

• Demonstrates a good working knowledge of the processes and procedures and the ability to identify and implement process improvement opportunities where needed.

Skills:

• Attention to Detail

• Customer and Client Focus

• Monitoring, Surveillance, and Testing

• Process Performance Management

• Research

• Adaptability

• Business Analytics

• Critical Thinking

• Reporting

• Written Communications

• Data Management

• Policies, Procedures, and Guidelines Management

• Process Design

• Process Effectiveness

• Strategic Thinking

Hours - 11am - 8pm EST

What you will do:

• Guide customers in building scalable, optimally managed solutions and adaptable to technological improvements using Red Hat technologies.

• Continuously learn, grow, and adapt to new skills and technologies.

• Travel weekly, Monday-Thursday, to client locations

What you will bring:

• Required Experience:

• Active Top Secret SCI clearance, with Polygraph

• Experience with delivering an implementation based on an architectural design

• Demonstrated ability to lead a technical project, including collaborating on project timelines and maintaining project and technical documentation

• Ability to identify stakeholder needs and set expectations regarding project timelines and scope of work

• Experience working collaboratively across diverse teams and stakeholders

• Knowledge and desire to mentor

• Technical Skills:

• Associate or Bachelor's degree or higher in computer science or a technical discipline

• Technical certifications like Security +, and network+ Experience delivering successful modern cloud platform consulting engagements

• Experience with Linux system administration, preferably Red Hat Enterprise Linux (RHEL) or a derivative

• Prior experience with Source code management tools such as Gitlab.

• Experience with or working knowledge of Ansible

• Experience with enterprise cloud solutions like Platform-as-a-Service

• Experience with container technologies such as Docker, Podman, and Kubernetes

• It is essential to have some basic knowledge of networking principles such as TCP, DNS, DHCP, IPs

• Broad and deep technical experience with one or more virtualization and cloud technologies like OpenStack, Red Hat Virtualization, VMWare vSphere, Microsoft Hyper-V, Amazon Web Services (AWS), or Microsoft Azure

• Demonstrated track record of working in a strategic advisory role to senior IT and business executives, including extensive experience presenting to C-level executives at large firms

• Excellent written and verbal communication and presentation skills

After joining Red Hat, You will undergo an intensive customized training program on Red Hat technologies and Services solutions. Here's how your skill set will evolve and what you'll learn during your first year in the role:

In two months, be prepared to join a project team by acquiring the following:

• Understanding of how to build production-ready technical solutions integrated with existing enterprise systems.

• Learn technologies and consulting skills to enhance your abilities through enablements designed and taught by Red Hat experts and certification.

• Through everyday networking and community events, gain exposure and collaboration within Red Hat Services & the more prominent organization.

Within six months, support Services on a project by attaining the following:

• Successful, collaborative delivery of customer projects as a technical lead through expertise in Red Hat’s technologies.

• Knowledge of how a customer use case can be developed into a project plan and how those requirements align with Red Hat’s technologies.

• Continue expanding your knowledge and network, both internal and external, through enablement, communities, customers, and meetups.

Within 12 months, demonstrate technical leadership by accomplishing the following:

• Successfully implementing complex, large-scale solutions in customer environments.

• Active engagement and knowledge sharing with our internal and external communities of practice on lessons learned, best practices, and how-tos.

The salary range for this position is $127,860.00 - $211,080.00. Actual offer will be based on your qualifications.

Pay Transparency

● Comprehensive medical, dental, and vision coverage

● Flexible Spending Account - healthcare and dependent care

● Health Savings Account - high deductible medical plan

● Retirement 401(k) with employer match

● Paid time off and holidays

● Paid parental leave plans for all new parents

● Leave benefits including disability, paid family medical leave, and paid military leave

Responsibilities:

• Lead analysis to optimize deployment and efficacy of new authentication tools.

• Explore AI solutions and tools to continually improve fraud control economics

• Navigate internal governance and regulatory space to deploy AI and other advanced tools in a well-governed manner (model risk management and AI toll gates)

• Develop compelling vision and data driven business cases for transformation initiatives. Lead efforts to prioritize authentication and other fraud-related investments across channels (online, call center, in-person).

• Facilitate regular routines for stakeholders and senior executives.

• Build and lead cross-functional teams to solve complex, high impact business problems.

• Builds and maintains strategic relationships with peers and counterparts across product, technology, and business control functions

• Performs complex analysis of financial models, market data, financial data, and portfolio trends to understand product performance and improve portfolio risk, profitability, performance forecasting, and operational performance

• Coaches and mentors peers to improve proficiency in a variety of systems and serves as a subject matter expert on multiple business and technical-related topics

• Identifies business trends based on economic and portfolio conditions and communicates findings to senior management

• Supports execution of large scale projects, such as platform conversions or new project integrations, by conducting advanced reporting and drawing analytics based insights

Required Qualifications:

• 5+ years of Fraud experience

• B.A./B.S in Computer Science, Data Science, Engineering, Business, Statistics or quantitative related field

• SQL and/or SAS coding ability

• Advanced knowledge of Excel

• Excellent communication and presentation skills

• Experience analyzing and optimizing complex systems and controls

• Experience managing competing priorities

• Ability to understand the information needs of business users and senior leaders and build to those specifications with minimal direction

Desired Qualifications:

• 10+ years of Fraud experience

• Experience deploying and using AI-based solutions to drive business value

• Experience optimizing deployment and ongoing management of risk mitigation tools

• Advanced degree in Computer Science, Data Science, Engineering, Business, Statistics or quantitative related field

• Fraud and/or Claims background with focus on Authentication

• Functional knowledge of multiple products and/or channels (e.g. Credit, Debit, Deposits, Online Retail Merchant, Payment Processing, Digital, Call Center, etc.)

• Demonstrated ability to manage cross-functional teams

Skills:

• Business Analytics

• Analytical Thinking

• Data and Trend Analysis

• Fraud Management

• Problem Solving

• Artificial intelligence / Machine Learning

• Innovative Thinking

• Statistical Design of Experiments and Solution Testing

• Presentation Skills

• Risk Management

• Oral and Written Communications