Production Support Lead

Bread Financial

Early Applicant

6 months ago
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Exp: 2-5 Years

Bengaluru / Bangalore, India

Job Description

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Job Summary

The Senior Production Support Lead plays a pivotal role in ensuring the successful rollout and ongoing support of Citizen Development and AI projects within our organization. This role is responsible for bridging the gap between development, IT operations, and citizen developers, fostering a collaborative environment that empowers innovation while maintaining system stability. This role also focuses on meeting business needs while complying with relevant Bread Financial agile delivery, security, and risk criteria. This position is assigned to multiple moderate to complex projects where they would need to provide support on managing timelines, budget, and communication. In addition, this Lead is responsible for reviewing, analyzing, and evaluating the needs of business partners and translating those needs into requirements through elicitation and documentation. The resulting documentation is used as a basis for functional, technical requirements, and/or proposal for the Operational Excellence solutions. The solutions component can also consist of process improvement, lean six sigma, or organizational change.

Job Description

Essential Job Functions:

Requirements Elicitation - Discover the requirements through communication with business partners and technology stakeholders. Facilitate elicitation sessions and conduct individual interviews to ensure comprehensive capture of business requirements. Document and maintain detailed business requirements. Facilitate joint application design (JAD) sessions, analyze current and future processes, create process maps, conduct gap analysis, write business rules, identify non-functional requirements, create mock-ups, write user stories and maps, and develop journey maps. Partner with business, consultants, vendors, and internal technology teams, to define short and long-term solution needs, including success metrics, objectives, cost and development estimates, and build or buy decisions. Review and manage statuses.
Planning and Management - Plan and closely manage requirements for the Operational Excellence project by Bread Financial standards. Support projects and initiatives within Citizen Development initiatives by answering any questions related to requirements, implementations, and initiative updates. Participate in JAD sessions as required. Identify key roles and stakeholders and determine the strategy for the division of requirements work. Inform the project team, vendors, sponsors, and other stakeholders of the content, meaning, and status of requirements. Understand and adhere to the established documentation quality standards. Manage Citizen Development initiative backlog as necessary.
Communication and Relationship Management - Work with subject matter experts to ensure consistent and transparent communication. Assist with the Community of Practices (CoP) by organizing content, developing metrics, and engaging users in a meaningful way. Interact diplomatically with all levels of the organization, external partners, and clients to both elicit requirements and provide updates. Foster and coordinate communication/reporting across projects. Collaborate with a diverse set of stakeholders and users from the business for the Citizen Development initiative. Ensure projects meet the needs of the end-user and that quality and resource commitments are met as the final project is delivered. Work with users on innovative AI and automation solutions.
Process Improvement - Participate in process improvement projects and re-engineering efforts documenting and analyzing business processes and working with business teams to identify gaps. Use available information to solve business problems considering changes to people, processes, and technology using Lean Six Sigma methodologies.
Serve as a liaison to the customer community and CoPs via clearly documented functional, technical, and process requirements. Follow the agile delivery project methodology and lifecycle. Consistently manage and own daily assignments with a high level of quality and attention to detail, as well as provide guidance to less-experienced associates. Understand and meet measurable objectives. Proactively identify potential issues and apply industry best practices. Report on progress of the overall requirements process to leadership. Assist with the identification and escalation of any issues or risks.

Reports To: Senior Director, Analytics / Senior Manager, Operations Excellence

Direct Reports: None

Working Conditions/Physical Requirements

Hybrid role, work in corporate office as required.
Participate in a shift pattern/on-call rotation providing covering 24 X 5 IST.
Flexibility in scheduling with a willingness to work extra non-standard hours.

Minimum Qualifications

Bachelor's degree in computer science, engineering, or related field of study.
5+ years of experience in the information technology or information services field.
3+ years of experience as a business analyst, business systems analyst or project manager role.
2+ years of experience in business process automation or robotic process automation environments.
Experience in the retail financial services or the information technology fields having Waterfall and Agile methodology background.

Preferred Qualifications

Business analyst professional certification (e.g. CBAP), AI/automation software certification(s).
Experience as a business analysis or product analysis in financial services, credit card or other highly regulated industry.
Experience with SharePoint, Power Platform, SDLC, or SDP.
Experience with Lean Six Sigma Black belt/Green belt.

Knowledge, Skills And Abilities

Understanding of IT solution design, development methodologies.
Strong analytics skills to understand the business process.
Elicitation, planning and management, process improvement, multitasking, and strong coordination and organization skills.
Excellent interpersonal, verbal and written communication skills and relationship management skills.
Microsoft Office 365, M365 Copilot, GitHub Copilot, and SharePoint.
Knowledge of multiple industry standards and best practices.
Ability to work across multiple systems, technologies and integration scenarios.
Ability to present progress to leadership and mentor more junior team members.
Knowledge of SDLC (i.e. Software Delivery Process (SDP), Sustain, Maintain, Release to Production (SMRP)).
Ability to work independently and with minimal direction as well as to collaborate when called-upon.
Knowledge of IT application lifecycle and business analysis best practices and processes.
Ability to meet deadlines, with demonstrable productivity.
Ability to work in culturally diverse and inclusive environments and to understand, embrace and promote the company culture.

This job description is illustrative of the types of duties typically performed by this job. It is not intended to be an exhaustive listing of each and every essential function of the job. Because job content may change from time to time, the Company reserves the right to add and/or delete essential functions from this job at any time.

About Bread Financial

At Bread Financial, you'll have the opportunity to grow your career, give back to your community, and be part of our award-winning culture. We've been consistently recognized as a best place to work nationally and in many markets and we're proud to promote an environment where you feel appreciated, accepted, valued, and fulfilledboth personally and professionally. Bread Financial supports the overall wellness of our associates with a diverse suite of benefits and offers boundless opportunities for career development and non-traditional career progression.

Bread FinancialTM is a tech-forward financial services company providing simple, personalized payment, lending and saving solutions. The company creates opportunities for its customers and partners through digitally enabled choices that offer ease, empowerment, financial flexibility and exceptional customer experiences. Driven by a digital-first approach, data insights and white-label technology, Bread Financial delivers growth for its partners through a comprehensive suite of payment solutions that includes private label and co-brand credit cards and Bread Pay buy now, pay later products. Bread Financial also offers direct-to-consumer products that give customers more access, choice and freedom through its branded Bread CashbackTM American Express Credit Card and Bread SavingsTM products.

Headquartered in Columbus, Ohio, Bread Financial is powered by its approximately 7,000 global associates and is committed to sustainable business practices.