Systems Access Review Operations Manager

Bank of America; Charlotte (NC); On-site; USD 71,000 - 98,000; Full time

Job summary

An established industry player seeks a Systems Access Review Operations Manager to lead a dedicated team ensuring compliance and efficiency in client services. This role involves overseeing access reviews, managing access profiles, and liaising with various stakeholders to resolve access-related issues. With a commitment to diversity and inclusion, the company fosters a supportive environment for professional growth. Join this dynamic team to make a significant impact on operational excellence and client satisfaction.

Benefits

Industry-leading benefits

Paid time off

Discretionary incentive eligibility

Qualifications

• 5+ years of experience in System Access as a SPOC.
• 2+ years of management experience in a relevant field.

Responsibilities

• Lead the Access Review team and ensure timely completion of access reviews.
• Act as liaison between multiple teams to resolve access issues.

Skills

Business Operations Management

Customer Service Management

Performance Management

Process Performance Measurement

Talent Development

Account Management

Client Management

Leadership Development

Process Management

Relationship Building

Hiring and Onboarding

Policies, Procedures, and Guidelines Management

Process Design

Risk Management

Workforce Analytics

Tools

ART (Access Review Tool)

ARM (Access Request Management)

Microsoft Office

SharePoint

Job description

Systems Access Review Operations Manager page is loaded

Systems Access Review Operations Manager

Apply locations Charlotte Fort Worth Chandler Las Vegas Glendale time type Full time posted on Posted 2 Days Ago job requisition id 25010366

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 a diverse and 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.

At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

Job Description:

The Senior Operation Manager role will lead the Access Review team supporting Client Services (CS) & Credit Assistance (CA). You will lead of team of SPOCs for all hierarchies across CS & CA and should be an expert in all things access related. Ensure the processing of all daily, weekly, monthly, quarterly, and annual Access Reviews. Understand the nuances of all things system access including new hire system access requests, access modifications, access restorals, and manage issues that may impact contact center agents, and leaders, from being able to service clients/customers. In this position you will be required to become SPOC certified and work as the liaison between the Line of Business (LOB) and partners from the GIS (Global Information Security) IAM (Identity and Access Management) and Technology to ensure access issues are quickly and accurately resolved.

Responsibilities:

• Accountable for the integrity of Access Review Compliance and is the liaison between the financial hierarchy, Global Information Security (GIS) and the Identity and Access Management (IAM) Groups
• Perform and ensure access reviews for the hierarchy are completed in a timely manner
• Consult with LOB managers, application managers and associates to ensure comprehensive oversight for all reviews
• Gather and analyze information about impacting issues or incidents to provide a clear picture of the issue to management as needed
• Act as the liaison between Line of Business executives and management to construct a cohesive and productive working environment
• Manage Access Profiles and Access Bundles
• Responsible for representing and managing any projects that have impacts to contact center systems access
• Responsible for identifying, escalating and remediating risk and avoiding toxic combinations as it pertains to system access
• Audit work processed and completed to ensure required metrics are met
• Ensure that AR and AM SPOCs meet the minimum program requirements at all times
• Monthly reporting showing volume of reviews, and timeliness of completion
• Be able to operate using the Performance Management process including Coaching as needed, conducting monthly 1:1 meetings with each associate to discuss goals, expectations, etc. in addition to writing up and delivering performance reviews
• Hold weekly meetings with immediate team to discuss announcements, concerns, etc.
• Attend, and track teams attendance for, training/orientation sessions in regards to Access Management, etc.

Required Qualifications:

• 5+ years SPOC System Access experience
• 2+ years management experience
• ART (Access Review Tool) System knowledge
• ARM (Access Request Management) System knowledge
• Knowledge of Access Profiles and Access Bundles
• Proven leadership ability and skills
• Familiarity and understanding of the Bank’s Information Security Policy & Standards
• Demonstrate ability to take a problem and work to find a solution independently
• Strong ability to interact, communicate, and influence vertically and laterally
• Strong diagnostic and analytical abilities
• Understand the impact of Segregation of Duties and Toxic Combinations
• Ability to interact with all levels of management
• Proficient with Microsoft Office tools (Outlook, Communicator, Excel, PowerPoint, Visio and One Note)
• Understanding of the functions and access needs for the assigned hierarchy
• Authority to enforce access management core principles
• Understand all available tools and references needed to thoroughly complete all access reviews
• Contact Center Process System Knowledge
• Proven strong relationship management skills
• Strong Time Management skills
• Strong Attention to Detail and confident enough to raise questions when necessary
• Call Center Operation knowledge

Desired Qualifications:

• Proficient with ART, ARM, Microsoft Access, SharePoint and contact center applications
• Strong organizational skills and ability to multi-task
• Ability to work night & weekend hours as required
• Ability to mine data, work with databases, and overall SharePoint knowledge

Skills:

• Business Operations Management
• Customer Service Management
• Performance Management
• Process Performance Measurement
• Talent Development
• Account Management
• Client Management
• Leadership Development
• Process Management
• Relationship Building
• Hiring and Onboarding
• Policies, Procedures, and Guidelines Management
• Process Design
• Risk Management
• Workforce Analytics

Shift:

1st shift (United States of America)

Hours Per Week:

40

Pay Transparency details

US - CA - Glendale - 345 N Brand Blvd - GLENDALE MAIN OFFICE (CA8109), US - MD - Hunt Valley - 11333 MCCORMICK RD - HUNT VALLEY II (MD5032), US - NV - Las Vegas - 1351 N Town Center Dr (NV1507), US - NY - Utica - 5701 Horatio St - 5701 Horatio Arterial (NY7501), US - RI - Lincoln - 670 George Washington Hwy (RI1541), US - RI - Riverside - 3400 Pawtucket Ave - East Providence Call Center (RI1530)Pay and benefits informationPay range$71,000.00 - $97,600.00 annualized salary, offers to be determined based on experience, education and skill set.Discretionary incentive eligibleThis role is eligible to participate in the annual discretionary plan. Employees are eligible for an annual discretionary award based on their overall individual performance results and behaviors, the performance and contributions of their line of business and/or group; and the overall success of the Company.BenefitsThis role is currently benefits eligible. We provide industry-leading benefits, access to paid time off, resources and support to our employees so they can make a genuine impact and contribute to the sustainable growth of our business and the communities we serve.

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Bank of America is committed to help employees through the transition period when they’re displaced as a result of a workforce reduction, realignment or similar measure. Please review the resume writing and interviewing tips provided below to help prepare you for your next career opportunity.

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4.Summarize your abilities, accomplishments and skills into a brief, concise document.

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•Do be brief. Resumes should be 1-2 pages in length.
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1.Anticipate –Put yourself in the interviewer's position. What do you believe the interviewer is most interested in? Why do you think you have been invited to interview?
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