Operations Manager (Hardware Deployment Manager) Merchant Services

Company: Bank of America
Location: Newark
Posted on: February 14, 2020

Job Description:

Job Description:Line of Business Role Description The Hardware Deployment Manager is responsible for managing a team of vendor facing technical & account support professionals that assist clients and Bank associates with the deployment of merchant point of sale terminals and peripherals in support of merchant payment solutions provided by Bank of America. This position is responsible for supervising, motivating and representing the hardware deployment team along with managing the day to day duties of each team member ensuring that each customer interaction is exceeding customer and company expectations. This leader will manage and interface daily with critical hardware manufacturers and equipment deployment vendors to ensure that Bank of America's delivery of merchant equipment is viewed as best-in-class in the market. Designated Manager will become a technical expert in the merchant services products and solutions offered by Bank of America and be well versed in solutions in the market. Provide in-depth technical support, for new and existing merchant clients in all business lines.Become a technical expert in the merchant services products and solutions offered by Bank or America and our 3rd party software and technical partners. Must also be knowledgeable about outside 3rd party merchant services solutions and integrations.Build/cultivate a team of payment agents focused on onboarding new merchants and supporting the payment processing activities of the team.Evaluate the day to day practices of the direct reports. Provide feedback, coaching and development of skill sets to ensureAccomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.Define and document business processes related to all aspects of merchant services hardware deployment activities including monitoring equipment inventories, equipment delivery performance, equipment failure/defect rates, technical issues, etc.Establish processes and metrics for the hardware deployment team and for 3rd party vendors.Manage day to day vendor activities and quickly resolve/escalate issues that may impact the merchant experience and/or the Bank of America brandAnalyze merchant, vendor and hardware performance metrics to understand the merchant experience and actions required to address issues and concerns.Work closely with product on hardware devices and technical teams to ensure deployed equipment is functioning as required and meets the needs of clients.Set goals and monitor progress toward metrics, providing guidance and support in meeting goals.Report success of the operations and identify bottlenecks in the process.Prepare and deliver reports to management and senior executives.Manage technical delivery and coordinate activities with Escalation management on customer escalations as assigned.Oversees the resolution of case management queues and assists team to prioritize open issues, define and track bugs clearly for Engineering.Identify and execute on opportunities for process and performance improvementRequired Skills 5+ years of experience in Credit Card/Merchant Services industry experience3-5 years of experience in technical operations roles3-5 years of experience in managing complex operations teamsBachelor's degree or comparable professional experienceDemonstrated leadership skills in a team based environment and the ability to motivate and empower employees.Experience in remote management of staff across multiple locations is preferred.Excellent interpersonal, written, and oral communication skills.Ability to travel approximately 20% to bank sites including vendor locations.Ability to solve complex problems through root cause analysis, management by fact and collaboration across a wide population.Ability to make swift and sound decisions that demonstrate both strategic and tactical analytical and leadership skills.Ability to as act as a trusted advisor at all organizational levels, including ability to develop and deliver substantive presentations to executive leadership.Analytical skills, understanding of basic statistics and continuous improvement methodologies.Ability to express ideas in a clear and concise mannerExcellent presentation skills (building and delivering)Strong consensus building ability with effective conflict resolution and negotiation skillsAbility to take initiative and effect changeProject management experience is preferredMicrosoft Office Suite products, including but not limited to Word, Visio, Excel, SharePoint and ProjectFamiliarity with relevant call center technology and applications, including but not limited to including Nice, IEX, Aspect, etcShift:1st shift (United States of America)Hours Per Week: 40 - provided by Dice

Keywords: Bank of America, Newark , Operations Manager (Hardware Deployment Manager) Merchant Services, Executive , Newark, Delaware