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Job Information

Bank of America Business Support Manager (Merchant Services) in Addison, Texas

Business Support Manager (Merchant Services)

Newark, Delaware;Charlotte, North Carolina; Phoenix, Arizona; Spokane, Washington; Addison, Texas; College Park, Georgia

Job Description:

Line of Business Role Description

Merchant Services Operations is a diverse set of functions including 24/7 Merchant Technical Support Desk, 2nd Level Client Service, and Settlement Operations. The Business Support Lead II - Content Manager is responsible for creating effective learning content to build high performance customer oriented Merchant Services employees. Learning content includes but is not limited to: procedures, job aids, simulations, leader guides, manuals, agendas, associate communications, huddles and videos.

  • Planning, evaluating, and ensuring the effectiveness of all learning content; includes content for new hire, follow up, reinforcement, customer experience, upskill, and leadership development

  • Development of effective customer interaction learning content to address opportunities obtained through quality assurance and proficiency reporting, compliance monitoring results, complaint tracking trends, and voice of the customer trends

  • Creation of interactive learning activities to reinforce adoption of procedures and processes

  • Development of self-service quick hit learning videos

  • Use of standard templates/branding for all learning content

  • Organize and maintain process to prioritize learning content requests

  • Validation of learning solutions to ensure content is current, relevant, and meets the needs of the learners and the department

  • Participation in and coordination of project meetings and research as needed for initiatives involving the development and facilitation of learning content

  • Maintenance of learning content in a centralized catalog for historical and compliance purposes

  • Effectively communicate with team members, SMEs, and stake holders to ensure learning objectives, timelines, and goals are met

  • Conforms with all company policies and procedures

  • Performs other duties as assigned

Required Skills

  • Prior learning content development experience

  • Prior coaching/influencing experience

  • Excellent grammar and writing abilities

  • Ability to distill technical and non-technical information and create well-crafted training content that is easily understood by front-line employees

  • Ability to multi-task: juggle and manage competing tasks and demands and deal with frequent change, delays or unexpected events

  • Must be a team player with strong attention to detail and able to work independently

  • Proven track record at delivering timely and accurate information in a fast-paced environment

  • Excellent critical thinking, problem solving skills

  • Microsoft Office applications including, but not limited to: Word, Visio, Excel, PowerPoint, Paint, and SharePoint

  • WebEx

Desired Skills

  • TechSmith SnagIt

  • Video recording software (i.e., Camtasia, ShareX, CloudApp, or similar)

Job Band:

H5

Shift:

1st shift (United States of America)

Hours Per Week:

40

Weekly Schedule:

Referral Bonus Amount:

0

Job Description:

Line of Business Role Description

Merchant Services Operations is a diverse set of functions including 24/7 Merchant Technical Support Desk, 2nd Level Client Service, and Settlement Operations. The Business Support Lead II - Content Manager is responsible for creating effective learning content to build high performance customer oriented Merchant Services employees. Learning content includes but is not limited to: procedures, job aids, simulations, leader guides, manuals, agendas, associate communications, huddles and videos.

  • Planning, evaluating, and ensuring the effectiveness of all learning content; includes content for new hire, follow up, reinforcement, customer experience, upskill, and leadership development

  • Development of effective customer interaction learning content to address opportunities obtained through quality assurance and proficiency reporting, compliance monitoring results, complaint tracking trends, and voice of the customer trends

  • Creation of interactive learning activities to reinforce adoption of procedures and processes

  • Development of self-service quick hit learning videos

  • Use of standard templates/branding for all learning content

  • Organize and maintain process to prioritize learning content requests

  • Validation of learning solutions to ensure content is current, relevant, and meets the needs of the learners and the department

  • Participation in and coordination of project meetings and research as needed for initiatives involving the development and facilitation of learning content

  • Maintenance of learning content in a centralized catalog for historical and compliance purposes

  • Effectively communicate with team members, SMEs, and stake holders to ensure learning objectives, timelines, and goals are met

  • Conforms with all company policies and procedures

  • Performs other duties as assigned

Required Skills

  • Prior learning content development experience

  • Prior coaching/influencing experience

  • Excellent grammar and writing abilities

  • Ability to distill technical and non-technical information and create well-crafted training content that is easily understood by front-line employees

  • Ability to multi-task: juggle and manage competing tasks and demands and deal with frequent change, delays or unexpected events

  • Must be a team player with strong attention to detail and able to work independently

  • Proven track record at delivering timely and accurate information in a fast-paced environment

  • Excellent critical thinking, problem solving skills

  • Microsoft Office applications including, but not limited to: Word, Visio, Excel, PowerPoint, Paint, and SharePoint

  • WebEx

Desired Skills

  • TechSmith SnagIt

  • Video recording software (i.e., Camtasia, ShareX, CloudApp, or similar)

Shift:

1st shift (United States of America)

Hours Per Week:

40

Learn more about this role

Full time

JR-21065955

Band: H5

Manages People: No

Travel: Yes, 5% of the time

Manager:

Talent Acquisition Contact:

Larisa McLaughlin

Referral Bonus:

0

Bank of America and its affiliates consider for employment and hire qualified candidates without regard to race, religious creed, religion, color, sex, sexual orientation, genetic information, gender, gender identity, gender expression, age, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law, and as such affirms in policy and practice to support and promote the concept of equal employment opportunity and affirmative action, in accordance with all applicable federal, state, provincial and municipal laws. The company also prohibits discrimination on other bases such as medical condition, marital status or any other factor that is irrelevant to the performance of our teammates.

To view the "EEO is the Law" poster, CLICK HERE (https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf) .

To view the "EEO is the Law" Supplement, CLICK HERE (https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf) .

Bank of America aims to create a workplace free from the dangers and resulting consequences of illegal and illicit drug use and alcohol abuse. Our Drug-Free Workplace and Alcohol Policy (“Policy”) establishes requirements to prevent the presence or use of illegal or illicit drugs or unauthorized alcohol on Bank of America premises and to provide a safe work environment.

To view Bank of America’s Drug-free workplace and alcohol policy, CLICK HERE .

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