Client Services Strategy Manager-Coral Springs,FL-Liberty Lake,WA-Hagerstown,MD

Company: Bank of America Merchant Services, LLC ( Learn More )

General Information
4 Year Degree
Not Specified
Not Specified
Job Description

Bank of America Merchant Services connects businesses and consumers by doing payments better. In an increasingly complex marketplace, we empower businesses to give consumers the right commerce experience. We consult with businesses to customize solutions that integrate selling channels, open new markets, solve problems using data, stay secure and, ultimately, accomplish more.

Banc of America Merchant Services, LLC is the result of a strategic alliance between Bank of America and First Data Corp. As an industry leader with a powerful commitment to the merchant business, Bank of America Merchant Services delivers a comprehensive suite of innovative payment solutions to merchants of all sizes. We are the number one U.S. payments processor today with over 13.5 billion credit card transactions processed annually, representing approximately 300,000 merchant based relationships. We have industry-leading products, world-class technology solutions, an expansive geographic footprint, and 2,100 full-time associates. We offer outstanding career opportunities and advancement and we promote a healthy work/life balance through special benefits and programs. Bank of America Merchant Services is an Equal Opportunity and Affirmative Action Employer of Females, Minorities, Veterans and Disabled.

The Client Services Strategy Manager is a seasoned professional individual contributor with a small team of direct reports. This role is responsible for the strategic analysis, design, development, improvement and execution of processes in support of objectives within or across lines of business. The Strategy Manager is responsible for presenting recommendations to Executive Leadership, advising on strategic approaches for the business, and reaching consensus on strategies to implement. This position ensures full integration of all process and linkage to best practices and is accountable for the achievement of breakthrough productivity, customer satisfaction and continuous process improvements. This position works closely with the business executive or deployment champions. The position may also be responsible for managing, training and developing associates on the team. In addition, this role may have dotted line responsibility for other associates in other lines of business or other functional teams whose roles are involved with the implementation and maintenance of strategies owned by this role.

Essential Functions

  • Engage with business partners to analyze, develop, implement, and update strategies in Client Services.
  • Lead line of business strategies including design or redesign of key operational processes.
  • Act as Key Stakeholder for the line of business on multifunction project teams, providing critical input and making go/no-go decisions.
  • Partner with other line of business strategy and process design teams to ensure integration across the organization.
  • Partner with other line of business strategy and process design teams to ensure service and operations processes are integrated and coordinated.
  • Experience

  • Bachelor’s degree in business or other related field or a combination of education and experience. MBA preferred.
  • 5+ years of related experience in the financial services industry or strategy consulting industry including 2+ years of experience Sales or Service Process Design experience (end to end responsibility)
  • Experience working in/with operations and/or contact centers
  • 2 + years of experience in strategic development within the financial services industry preferred
  • Six Sigma Green Belt or Black Belt certification preferred
  • Skills

  • Strong communication skills - written and verbal; able to influence and negotiate to keep all parties engaged in the process
  • Strong critical thinking and problem solving including ability to connect tactics to strategy
  • Ability to hold others accountable without direct supervision
  • Awareness of project management processes
  • Able to work in a fast-paced, multi-priority environment
  • Tools

  • Proficient in Microsoft Office Suite Products
  • Physical Requirements

  • Standard office environment: Work typically involves close visual acuity on a computer to access, view, read, prepare and analyze data and other written communications.
  • Travel

  • Travel is required to perform the essential requirements for this role
  • This is not necessarily an exhaustive list of all responsibilities, performance standards, measurements, skills or requirements associated with this job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require other or different tasks to be performed when circumstances change.



    Bank of America Merchant Services ensures equal employment opportunity without discrimination or harassment on the basis of race, color, creed, religion, national origin, alienage or citizenship status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, protected veteran status, genetic information, or any other basis protected by law.

    The employer will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the employer’s legal duty to furnish information.

    Job Requirements