ATM Performance Analytics & Escalations Manager

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!

Position Summary:

Oversight of:

• ATM performance analytics & reporting for the entire 15000 machines in the Bank of America fleet
• Escalations support for chronic ATM related issues from Financial Centers/Market
• Collaborations with applicable teams to address instability/defects identified in production
• Partner with Operational Intelligence team to define/Clarify business needs for metrics monitoring/automation
• Engagement with third-party hardware manufacturing & maintenance vendors to support relationship product & performance management alongside EVM & Sourcing partners
• Work with security partners (SOACC) & ATM line of business on emerging risks for strategic planning and mitigation tactics

Required Qualifications:

• 5 years of experience working in analytics and reporting ideally with ATM performance
• Good working knowledge of Bank of Americas ATM fleet operations space
• Analytical and critical thinker with ability to deep-dive data and draw conclusions
• Proficient with MS Office Tools
• Considerable experience with ESQ monitoring/dispatching tool and MyCTO SOR dashboards

Desired Qualifications:

• Ability to engage with and present to senior leaders within and outside of ATM channel
• Extensive experience collaborating across multiple teams
• JIRA and ORCIT experience a plus

Managerial Responsibilities:
This position may also have responsibilities for managing associates. At Bank of America all managers at this level demonstrate the following responsibilities in addition to those specific to the role listed above.

• Opportunity & Inclusion Champion: Creates an inclusive team where members are treated fairly and respectfully.
• Manager of Process & Data: Demonstrates and expects process knowledge data driven decisions simplicity and continuous improvement.
• Enterprise Advocate & Communicator: Delivers clear and concise messages that motivate convey the why and connects contributions to business results.
• Risk Manager: Leads and encourages the identification escalation and resolution of potential risks.
• People Manager & Coach: Knows and develops team members through coaching and feedback.
• Financial Steward: Manages expenses and demonstrates an owners mindset.
• Enterprise Talent Leader: Recruits on-boards and develops talent and supports talent mobility for career growth.
• Driver of Business Outcomes: Delivers results through effective team management structure and routines.

Skills:

• Influence
• Risk Management
• Solution Design
• Stakeholder Management
• Technical Strategy Development
• Analytical Thinking
• Application Development
• Collaboration
• Result Orientation
• Solution Delivery Process
• Agile Practices
• Architecture
• Automation
• Data Management
• DevOps Practices

Shift:

Hours Per Week: