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Program Manager (Merchant Services)

Charlotte, North Carolina;

Job Description:

Merchant Services is newly formed line of business focused on providing, point of sale, online and security solutions for small business and GBAM clients. The Merchant Operations team provides onboarding, training and back office processing to support this functionality. 

This role will be responsible for managing large scale, cross functional programs to support the Merchant Services Operations and integration with the Disputes and GBAM organizations

  

Role Responsibilities:

  • Responsible for the effective planning, communication, management, and execution of a program of moderate to highly complex technical and/or people process changes

  • Works with stakeholders and key business partners to plan and coordinate the work in the program, in alignment with the priorities, scope, and obligations as determined by senior leaders

  • Will require knowledge and experience with the Bank’s Enterprise Change Management Policy and Standards and how the policy standards apply to both material and non-material change types.  Coordination with both internal and external parties to coordinate the portfolio/program construction, setup and oversight required to ensure business change complies with policy

  • Communicates, influences, and negotiates both vertically and horizontally, within and outside the program’s sponsoring organization

  • Involved in analyzing present-state, developing alternative/future-state approaches, and facilitating prioritization decisions

  • Creates a clear, coherent approach to guide effective program management, execution, and control

  • Develops, maintains, and reports on an overall integrated delivery plan

  • Ensures stakeholders have visibility into health of the program, including status/progress, risks, and issues

  • Ensures compliance with all applicable Bank standards and FLU procedures relating to change management

  • Provides guidance and coaching to team members, in particular to project managers relating to effective project management and delivery

Required Skills:

  • 3+ years of Project or Program Management experience

  • Highly proficient at using PowerPoint and Visio

  • Able to manage multiple priorities and strategies in parallel

  • Strong oral and written communication skills

  • Ability to identify and mitigate risk

  • Experience analyzing and solving complex business problems

  • Ability to collaborate and influence

  • Ability to learn and adapt quickly.

  • Self-motivated; ability to work without lots of supervision

Desired Skills:

  • Merchant acquiring experience in one or more of the following areas

    • Chargeback & Disputes

    • Technical Support

    • Client Onboarding & Implementations

    • Client Servicing

    • Settlement Operations

Enterprise Description

Engages with business partners to analyze, implement, and update processes by utilizing sound process improvement models and techniques. Manages design or redesign of processes or projects using Agile and six sigma methodologies. Integrates best practices with process design to ensure continuous process improvement. Builds action plans and drives execution. Applies business redesign concepts, practices and Agile methodology. Will lead cross functional teams to achieve process or project objectives. Processes are within a product or service delivery within a single business unit or department and are typically directed toward improving a single business, product, or function.

Job Band:

H5

Shift: 

1st shift (United States of America)

Hours Per Week:

40

Weekly Schedule:

Referral Bonus Amount:

0

Job Description:

Merchant Services is newly formed line of business focused on providing, point of sale, online and security solutions for small business and GBAM clients. The Merchant Operations team provides onboarding, training and back office processing to support this functionality. 

This role will be responsible for managing large scale, cross functional programs to support the Merchant Services Operations and integration with the Disputes and GBAM organizations

  

Role Responsibilities:

  • Responsible for the effective planning, communication, management, and execution of a program of moderate to highly complex technical and/or people process changes

  • Works with stakeholders and key business partners to plan and coordinate the work in the program, in alignment with the priorities, scope, and obligations as determined by senior leaders

  • Will require knowledge and experience with the Bank’s Enterprise Change Management Policy and Standards and how the policy standards apply to both material and non-material change types.  Coordination with both internal and external parties to coordinate the portfolio/program construction, setup and oversight required to ensure business change complies with policy

  • Communicates, influences, and negotiates both vertically and horizontally, within and outside the program’s sponsoring organization

  • Involved in analyzing present-state, developing alternative/future-state approaches, and facilitating prioritization decisions

  • Creates a clear, coherent approach to guide effective program management, execution, and control

  • Develops, maintains, and reports on an overall integrated delivery plan

  • Ensures stakeholders have visibility into health of the program, including status/progress, risks, and issues

  • Ensures compliance with all applicable Bank standards and FLU procedures relating to change management

  • Provides guidance and coaching to team members, in particular to project managers relating to effective project management and delivery

Required Skills:

  • 3+ years of Project or Program Management experience

  • Highly proficient at using PowerPoint and Visio

  • Able to manage multiple priorities and strategies in parallel

  • Strong oral and written communication skills

  • Ability to identify and mitigate risk

  • Experience analyzing and solving complex business problems

  • Ability to collaborate and influence

  • Ability to learn and adapt quickly.

  • Self-motivated; ability to work without lots of supervision

Desired Skills:

  • Merchant acquiring experience in one or more of the following areas

    • Chargeback & Disputes

    • Technical Support

    • Client Onboarding & Implementations

    • Client Servicing

    • Settlement Operations

Enterprise Description

Engages with business partners to analyze, implement, and update processes by utilizing sound process improvement models and techniques. Manages design or redesign of processes or projects using Agile and six sigma methodologies. Integrates best practices with process design to ensure continuous process improvement. Builds action plans and drives execution. Applies business redesign concepts, practices and Agile methodology. Will lead cross functional teams to achieve process or project objectives. Processes are within a product or service delivery within a single business unit or department and are typically directed toward improving a single business, product, or function.

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Learn more about this role

Full time

JR-21080665

Band: H5

Manages People: No

Travel: Yes, 10% of the time

Manager:

Talent Acquisition Contact:

Robin Bennett

Referral Bonus:

0