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Job Details

VPOperations Control Officer-Client Managed Sales-CharlotteNC

Company name
Bank of America Merchant Services, LLC.

Charlotte, NC

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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 VP Operations Control Officer is responsible for overseeing the health of the operations control environment in mitigating potential risk - reputational, financial, and operating risk. Specifically the role is responsible for working with BAMS functional groups (verticals of Executive Committee members) to improve controls proactively by conducting control reviews, and by defining and driving effective responses when gaps are found. Further, the role is responsible for driving transparency, governance, and changes that result in continuously improving control environment. Responsibility also includes execution, review, and improvement through, inter alia, policies, procedures, and operations functions attendant to same.  Emphasis on strong to risk and compliance that meets the needs of BAMS today while also accommodating future growth.

Essential Functions

Develop and execute surveys and other assessment tools to support development, implementation and maintenance of BAMS Risk and Control Framework.

Develop, implement, and oversee quality control program – ensuring appropriate ‘check-in’ and ‘check-out’ practices are deployed, measured and managed (i.e., funding / settlement balances, complaint tracking)

In collaboration with associate development and Risk and the business units, develop and deploy appropriate controls, compliance and risk management associate training for operational teams.

Develop implementation plans by working across all operations areas.

Develop audit findings governance, bringing greater visibility to senior management. Provide consultative services to drive resolution.

Design the “control self-assessment” testing plans.

Develop vendor management control activities in coordination with Third Party Oversight and vendor managers.

Consistent and appropriate tracking and oversight of issues.

Ensure appropriate execution around issues management and remediation.

Work with functional areas assigned to ensure RCSA and other control gaps are identified as issues and appropriately prioritized for remediation.

Manage day to day issues remediation around control gaps and weaknesses, providing subject matter expertise for control design and assuring remediation commitments are met.

Provide regular reporting and/or ad hoc updates to ensure transparency into high and medium risk issues and progress of related remediation activity.

Understand and manage risks and risk events (incidents) by contributing to the adherence to BAMS Risk and Control Framework.

Aggregating and analyzing risk events reported by the business units.

Perform root cause analyses on identified risk events to recommend improvements to prevent these risk events from re-occurring in future.

Assist functional units with the identification of key risk indicators in their business units.

Analyzing identified trends in the key risk indicators reported.

Assist with the identification of key risks and mitigating controls in their business units, as well as action plans to address any gaps in the mitigating measures identified.

Monitor and implementation of action plans to address key risks on the risk and control self-assessments.

Assist in preparing risk and committee reports.

Driving improved Business Continuity Planning across operational areas: Conduct table top and live testing.

In collaboration with Risk and business units, develop, assess and identify management programs.

Ensure operational practices are in compliance with relevant risk standards, policies, and regulations

Serve as the primary liaison for operations with Audit, Card Compliance, and Enterprise Risk Management

In collaboration with incident management owners, investigate issues/errors, perform root cause analysis and develop action plans resulting in sustainable improvement and issue avoidance.

Monitor weekly and monthly production risk metrics. Experience

At least 6 years financial services experience of which 4 years should be in the operational risk environment

Bachelor's degree

Proficiency with MS Office products (Word, Excel, PowerPoint, etc. Travel

Infrequent travel may be occasionally required for training or meetings. 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.

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Company info

Bank of America Merchant Services, LLC.
Website :

Company Profile
Bank of America Merchant Services is now the number one-rated electronic payments company in the industry1 with businesses relying on us for our proven record of 99.999% uptime. Formed in 2009 as a joint venture between Bank of America Corp and First Data, Bank of America Merchant Services has developed an industry track record as the premier payments company, providing clients transaction speed, security and reliability across a host of retail and ecommerce platforms. Bank of America Merchant Services’ solutions include next business day access to funds2, a 100 percent U.S.-based customer service and technical help desk, and unrivaled reliability and security. The company’s client services include processing point-of-sale payments, gift card and loyalty program and eCommerce services to merchants of all sizes.

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