Bank of AmericaVice President; Manager | Incident & Change Management | Control Monitoring & Mitigation
Nov. 2018Greater Los Angeles AreaServing as the team lead for ICM, whose primary responsibility is to engage in any event that may have operational impact to the Bank’s consumer contact centers. Adept at managing multiple events across the environment, while leading a virtual team across the US & India. Deep understanding of the overall enterprise and associated risks. Regularly communicate with senior leaders, serving as the liaison between business and various support partners. Engaged on other assigned tasks necessary to ensure the support of major events, including but not limited to, Fraud, Regulatory, Reputational and Compliance. Strong influencing skills. Ability to foster support from direct reports and business partners alike. An inclusive, positive, and efficient leader with strong written and verbal communication skills. Actively identifies opportunities to reduce risk, and support business decisions. Direct oversight of performance and real time business continuity. Responsible for ensuring all operation metrics are identified, tracked, and reported for strategic response if necessary. Spearheaded the executive escalation support process, developing and implementing procedures and technology to improve turnaround. Manage scheduling for a team of 12, balancing weekend rotations, time off requests, and daily workloads. Work cross-functionally with the ODI team to develop and publish Incident & Change Management procedures and playbooks. Work closely with monitoring and Workforce Management to identify and action opportunities to improve performance. Maintaining a posture of operational readiness and front-line execution. Technical and problem-solving capabilities, and ability to work in a fast-paced environment. Leads meetings and supports team on real time triage. Coordinates technical and business resources to address production incidents impacting clients & agents.