Senior Operations Analyst – USD, TFX, ACH Wire Customer Service

Bank of America

. Analyze the day-to-day issues, researching, and providing resolution for various issues identified within a business unit .

Posted 4/24/2026full-timeCharlotte • North Carolina, Pennsylvania, Virginia • 🇺🇸 United StatesSeniorWebsite

About the role

Key responsibilities & impact

Analyze the day-to-day issues, researching, and providing resolution for various issues identified within a business unit
Building new procedures, completing complex non-routine analytics, creating reports, and reviewing exception testing and processing
Supporting continuous improvement of processes by identifying trends and understanding the operations environment
Perform reporting, analysis, and gap assessments to support operational performance, risk awareness, and decision making
Develop, maintain, and enhance management reporting, dashboards, executive summaries, and presentations
Support audit and compliance activities, including issue tracking, remediation coordination, documentation support, and evidence preparation
Coordinate and support projects related to service quality, associate training, process improvement, internal communications, and operational initiatives
Participate in weekly and monthly stakeholder forums, supporting status reporting, initiative tracking, and action follow‑ups
Assist in the administration of bank programs, policies, and procedures, including creation and updates of procedures and job aids
Apply a strong understanding of Customer Service and/or Global Payment Operations processes to identify risks, inefficiencies, and improvement opportunities
Collaborate cross‑functionally to support risk mitigation efforts, issue action plan development, and remediation activities
Report on adherence to policies, standards, and procedures, escalating risks and concerns as appropriate
May assist with or direct workflow activities for assigned initiatives to ensure timely and accurate delivery of work
Support continuous improvement efforts by contributing data‑driven insights and recommendations
Leads implementation for products, services, and operational solutions
Manages the design, documentation, implementation, and monitoring of new products and services
Consults on procedural, technical, and operational changes
Advances business products knowledge within operations environment
Fosters relationships with partners and teammates
Inspects data to identify issues and trends
Presents reporting on key performance and implementation status

Requirements

What you’ll need

Minimum of 1 year project management experience
Familiarity with the Bank’s complaint program and experience tracking / managing complaints or equivalent experience
Experience performing operational analysis, reporting, and issue tracking
Experience creating, updating, or maintaining procedures, job aids, or process documentation
Strong written, verbal, and presentation communication skills
Demonstrated ability to support a strong risk and control culture through analysis, issue identification, and action‑oriented recommendations
Ability to influence and collaborate with partners using data‑driven insights and subject matter knowledge
Experience coordinating efforts to mitigate or remediate risk, including providing accurate and timely reporting
Proven ability to manage multiple priorities in a fast‑paced, changing environment
Strong proficiency in Microsoft Office tools, including Excel, PowerPoint, and SharePoint
Ability to work independently to identify, analyze, and support resolution of issues
Strong organizational skills, attention to detail, and follow‑through
Demonstrated ability to build and maintain effective working relationships with operations, risk, and control partners.

Benefits

Comp & perks

Commitment to being an inclusive workplace
Attracting and developing exceptional talent
Supporting our teammates’ physical, emotional, and financial wellness
Recognizing and rewarding performance

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

operational analysisreportingissue trackingprocess documentationdata analysisrisk mitigationcontinuous improvementproject managementprocedure creationgap assessments

Soft Skills

communication skillsorganizational skillsattention to detailcollaborationinfluenceproblem-solvingrelationship buildingtime managementpresentation skillsaction-oriented recommendations