Merrill Lynch Employment – Senior Operations Consultant

Website Merrill Lynch

Job Description:

Enterprise Merchant Operations Incident Support is responsible for the day-to-day monitoring, escalation, research, and communication of incidents across the merchant product that impact clients and Operations employees.

Job Responsibilities:

  • Follow established event management guidelines, escalate any system application problems quickly to facilitate efficient problem resolution.
  • Responsible for understanding Operational team functions, roles, and ways in which the teams and their clients may be impacted by incidents.
  • Provide clarity and transparency through written and verbal communication around impacting incidents, escalations required, and closure needed.
  • Facilitate training to team members on new processes, products, procedures, and tools related to Incident Management as they are implemented.
  • Support teammates as needed performing provisioning of systems, equipment, and real-time contact center workforce.
  • Collaborate with technology partners, incident management teams, vendors, and leaders across the organization and communicating for impact.
  • Assist with incident management/escalation of issues involving all technology (Priority 1, 2 and 3), operational, and external impacting issues.
  • Represent Merchant Operations on incident management calls to assist with incident triage and provide communication to business partners.
  • May be required to assist with development of new procedures and processes to support monitoring of new products or use of new tools.

Job Requirements:

  • Participate in and drive collaborative efforts to advance tools, technology, and ways of working to better serve an evolving client base.
  • Excels in working among diverse viewpoints to determine the best path forward.
  • 1+ year contact center experience (merchant preferred).
  • Strives to bring new thoughts and ideas to teams in order to drive innovation and unique solutions.
  • Commitment to challenging the status quo and promoting positive change.
  • Excellent verbal and written communication skills.
  • 2+ years working with technology or incident management partners supporting triage.
  • Ability to adjust rapidly to changing demands and priorities.
  • 1+ Merchant Acquiring experience
  • Believes in value of diversity so we can reflect, connect and meet the diverse needs of our clients and employees around the world.
  • Demonstrates “self-starter” behavior, a willingness to help others, and requires minimal supervision.
  • Strong analytical and problem solving abilities; quickly able to adapt to new technology, methodology, and processes.
  • Flexibility in schedule to work varying hours during triage events.

Job Details:

Company: Merrill Lynch

Vacancy Type: Full Time

Job Location: Newark, Delaware, US

Application Deadline: N/A

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