Operations Control Mgr

Job Description:

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 is core to how we drive Responsible Growth. This includes our commitment to being a diverse and inclusive workplace, attracting and developing exceptional talent, supporting our teammates’ physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve.

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

Job Description:
This job is responsible for managing specific operations of a production team that delivers processes aligned to the bank’s Enterprise Policy and Standards. Key responsibilities include demonstrating inclusive leadership, driving performance management by ensuring timely execution against established metrics and quality standards, understanding and anticipating inherent risks to the business, and building and maintaining business relationships.

This role will manage a team of individuals supporting the performance of the Know Your Customer Contact Center.  Responsibilities also include project support, associate engagement planning and execution, coordinating leadership routines, managing new hire and ongoing training, communication support, requisition coordination, managing front line production, and managing proficiency coach support.  This role includes performance data review and presentation.  Supports the coordination of procedure content validation and updates.  Works with multiple business partners such as legal-risk-compliance, initiatives team, business enablement, and business controls to mitigate risk and ensure contact center adherence to procedures. Good understanding of reporting and analytics and the ability to leverage scorecards to motivate overall Call Center performance.

Responsibilities:

• Translates the bank’s strategic objectives into team goals, strategy, and metrics and leads employees through day-to-day activities, uniting them around a common vision and fostering an environment that values diversity

• Identifies and analyzes complex problems related to product lines or functions and develops and implements process improvements to address and resolve issues

• Reports on key performance indicators to measure ways of working, performance, and effectiveness

• Ensures proper risk disciplines are in place, maintaining oversight and escalating accordingly and with a sense of urgency

• Oversees that quality service and effective and efficient operations support is in place for the assigned area’s internal business partners and external clients

• Communicates clearly and effectively to drive consistent messaging and engaging presentations to a variety of audiences

Required Skills:

• 2 or more years of managing contact center teams, with a strong working knowledge of contact center metrics and goals, while leading contact center teams successfully

• 2 or more years of strong leadership , associate readiness, coaching and feedback experience

• Strong relationship management experience / skills including the ability to interact, communicate and influence equally well within all levels of organization.

• Strong Executive Presence is required

• Excellent communication and presentation skills; able to communicate in a direct, succinct manner.  

• Ability to navigate in a highly complex organization and operate effectively in changing environment

• Strong analytical and problem solving skills; Ability and drive to measure impact of initiatives through metrics and analysis.

• Intermediate experience Microsoft Office suite - Excel, Word, PowerPoint and general database functionality.

Skills:

• Customer and Client Focus

• Interpret Relevant Laws, Rules, and Regulations

• Investigation Management

• Oral Communications

• Quality Assurance

• Critical Thinking

• Decision Making

• Influence

• Performance Management

• Relationship Building

• Analytical Thinking

• Collaboration

• Drives Engagement

• Innovative Thinking

• Problem Solving

Shift:

1st shift (United States of America)

Hours Per Week: 

40