Program Lead responsible for delivering engagement programs and shaping culture across Client Services at Bank of America. Collaborating with leadership to drive connection, inclusion, and team effectiveness.
About the role
- Supports the Enterprise CRM user base focusing on onboarding, training, and user support. Collaborates with teams to enhance user experience with the CRM system.
Responsibilities
- User onboarding & support, issue management and resolution tracking
- Conduct routine ECRM user “Office Hours” meetings, giving users an opportunity to ask questions about system functionality, issues, and best practices
- Work with subject matter experts and engineering teams to collect information that will be developed into learning modules
- Schedule and conduct training programs in support of ECRM platform enablement
- Maintain repository of ECRM documents library on SharePoint site
- Assist with the remediation of user support requests as escalated by the production support help desk
Requirements
- Bachelor's degree in business or a related discipline, or equivalent work experience required
- 2-5 years of experience developing training materials and supporting users working on Customer Relationship Management (CRM) systems or similar technology
- Strong communication and presentation skills (both verbal and written); able to articulate complex information in a clear, concise manner
- Proficient in MS Word, MS Excel & MS PowerPoint. Experience with SharePoint, Microsoft Dynamics is a plus
- Ability to work effectively under pressure with changing priorities and deadlines
- Ability to work collaboratively and develop solid working relationships
- Intellectual curiosity; desire to constantly learn and continuously improve
- Demonstrate excellent judgement and decision making
Benefits
- BNY offers highly competitive compensation, benefits, and wellbeing programs rooted in a strong culture of excellence and pay-for-performance philosophy.
- Access to flexible global resources and tools for your life’s journey.
- Focus on your health, foster personal resilience, and reach your financial goals as a valued member of our team, along with generous paid leaves, including paid volunteer time, that can support you and your family through moments that matter.
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