Relationship Manager - Global Payment Solutions - Payment Clients, Vendors, Networks, Partners

About the role

Drives development of GPS Innovation strategic direction and execution of related initiatives, particularly with respect to Consumer, Retail, Private Banking and Wealth Management. Acts as an objective advisor to senior leaders across the payments space. Leads sourcing and progression of concepts through the innovation funnel articulating client pain points, potential solutions, applicable frameworks, business economics, etc. Partners with SMEs across the organization to flesh out concepts and next steps. Develops requirements for test and learn, success metrics and criteria for proofs of concepts. Takes learnings to design a phased commercialization approach partnering with product to deliver on concept vision.

Responsibilities

• Serves as a lead primary Relationship Manager for a portfolio of large corporate clients, partnering with treasury, payments and service teams to deliver exceptional client experience
• Monitors payment performance, identifying trends and risks across multiple data sources and translating insight into actions that improve client outcomes, operational efficiency and revenue retention
• Leads regular client reviews, addresses complex payment issues, coordinates cross-functional resolution efforts providing proactive recommendations on payment capabilities, process optimization and performance improvement
• Builds trusted executive level relationships, analyzing payment volumes and service metrics, preparing client-facing performance reporting, tracking service commitments, escalating and resolving issues, supporting onboarding and change initiatives and identifying opportunities to deepen client engagement through consultative problem solving and data driven insights
• Maintains visibility into Payments industry trends and developments

Managerial responsibilities

This position may also have responsibilities for managing associates. At Bank of America, all managers at this level demonstrate the following responsibilities:

• Opportunity & Inclusion Champion: Models an inclusive environment for employees and clients, aligned to company Great Place to Work goals
• Manager of Process & Data: Demonstrates deep process knowledge, operational excellence and innovation through a focus on simplicity, data based decision making and continuous improvement
• Enterprise Advocate & Communicator: Communicates enterprise decisions, purpose, and results, and connects to team strategy, priorities and contributions
• Risk Manager: Ensures proper risk discipline, controls and culture are in place to identify, escalate and debate issues
• People Manager & Coach: Provides inspection, coaching and feedback to motivate, differentiate and improve performance
• Financial Steward: Actively manages expenses and budgets in alignment with objectives, making sound financial decisions
• Enterprise Talent Leader: Assesses talent and builds bench strength for roles across the organization
• Driver of Business Outcomes: Delivers results by effectively prioritizing, inspecting and appropriately delegating team work

Qualifications

• 5-10 yrs of relevant business experience and comfort with basic financial modeling (i.e. corporate finance, corporate strategy, consulting)
• Proven experience managing relationships with clients for payment products, programs and services
• Ability to interpret payment performance data, service metrics, and operational trends from multiple systems and reporting sources
• Experience analyzing fraud and chargeback performance, identifying trends and partnering with client and internal teams to improve outcomes
• Advanced analytical and problem-solving skills and the ability to identify root causes and recommend practical solutions
• Proficiency in Microsoft Office (comfort with Excel and PowerPoint are required)
• Excellent verbal and written communication skills including the ability to present insights and recommendations to senior client stakeholders
• Demonstrated ability to coordinate across product, operations, technology and service teams to resolve issues and drive results
• Strong organizational skills with the ability to manage multiple priorities, deadlines and client commitments in a fast-paced environment

Desired qualifications

• Experience with treasury management, commercial payments, merchant services or receivables/payables solutions
• Proficiency with reporting and analytics tools such as Excel, Tableau or similar programs
• Experience developing client performance dashboards, executive business reviews and actionable management reporting
• Strong commercial mindset with the ability to identify cross-sell opportunities and support client growth strategies
• Knowledge of payment operations, implementation processes and service-level performance management
• Bachelor's degree in business, finance, economics, analytics or a related field

Skills

• Business Acumen
• Critical Thinking
• Customer and Client Focus
• Result Orientation
• Analytical Thinking
• Collaboration
• Oral Communications
• Stakeholder Management
• Adaptability
• Innovative Thinking
• Planning
• Prioritization

Minimum Education Requirement: High School Diploma / GED / Secondary School or equivalent

Shift: 1st shift (United States of America) • Hours Per Week: 40