Team Leader

Job Description:

About Us

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day.

Being a Great Place to Work and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates’ physical, emotional, and financial wellness through affordable, competitive and flexible benefits.

We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve.

Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs.

At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

Global Business Services

Global Business Services delivers Technology and Operations capabilities to Lines of Business and Staff Support Functions of Bank of America through a centrally managed, globally integrated delivery model and globally resilient operations.

Global Business Services is recognized for flawless execution, sound risk management, operational resiliency, operational excellence and innovation.

In India, we are present in five locations and operate as BA Continuum India Private Limited (BACI), a non-banking subsidiary of Bank of America Corporation and the operating company for India operations of Global Business Services.

Process Overview*

The Monitor Payment Ops & Manage Event team (also known as TCOP) is responsible for overseeing payment wire traffic across the US, EMEA, and Asia regions. In addition to real-time monitoring, the team performs end-to-end event management, including engaging Technology and Operations teams, raising incident tickets, initiating bridge calls, and providing timely updates to senior leadership across both Tech and Ops.

The team’s core responsibility is to monitor payment queues within GBS and WTX platforms to ensure there is no disruption due to technology failures or operational lapses. In the event of any impact to SWIFT wire payments, the team proactively escalates issues and coordinates with the relevant Technology and Operations teams to ensure swift resolution and mitigation.

Job Description*

Individual contributor in a 24x7 operations environment responsible for proactive monitoring of global payment workflows and managing payment-related incidents. Ensures timely escalation, stakeholder engagement, and resolution of issues to prevent client impact, while maintaining strong process controls and operational efficiency.

Responsibilities*

Monitor payment applications and workflows to ensure uninterrupted processing of global wire transactions.

Track and manage wire payment traffic across regions using platforms such as WTX, GBS, and Control-D.

Perform continuous monitoring of payment queues within GBS and WTX to identify system or operational disruptions.

Identify and escalate impacted SWIFT payments, especially those affected by system downtime prior to cut-off timelines.

Execute event management activities, including incident escalation, stakeholder engagement (Tech & Ops), ticket creation, and bridge line coordination.

Provide timely communication and status updates to stakeholders, including senior leadership, on incident progress and resolution.

Drive issue resolution proactively to mitigate client impact and ensure service continuity.

Take ownership of daily work allocation, ensuring effective task distribution and completion within timelines.

Collaborate within the team to ensure adherence to process controls, monitoring standards, and operational procedures.

Requirements*

Education*

• B Com, M Com, MBA (graduation in finance stream)
  
  

• Strong knowledge of Payments domain, including Wire Transfers and SWIFT processing
• Experience in payment monitoring tools (WTX, GBS, Control-D)
• Incident and Event Management expertise
• Strong stakeholder management and communication skills
• Ability to work in a 24x7, high-pressure environment with focus on accuracy and timeliness
• High level of ownership, accountability, and attention to detail
  
  

• Communication and Interpersonal Skills: Ability to effectively communicate to Executive Leadership and
• others levels within the Bank
• Sound knowledge of Microsoft Office applications – PowerPoint, Excel and Word and ability to work on
• these without any support.
• Excellent interpersonal skills; positive attitude; team player; flexible
• Organized and able to multi-task in a fast-paced environment
• Excellent oral/written communication skills
• Excellent time management skills