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 an 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.

Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations.

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 overseeing the day-to day transaction processing operations function, and ensuring the team executes operations tasks with accuracy, timeliness and quality service. Key responsibilities include employee training, coaching, addressing employee inquiries, escalations, approvals, and team supervision ensuring accurate process execution. Job expectations include maintaining service quality, accuracy and escalating issues to management, as needed.

Responsibilities:

Manages team workflow across various systems and provides process oversight and direction for accurate and timely completion of deliverablesProvides day-to-day training and coaching to team while addressing employee inquiries and escalationsMonitors team service levels, volume, performance metric reporting, escalating concerns where appropriateConducts quality assurance reviews and provides routine supervisory manager approvalsResearches complex operational and client requests, issues, and escalations to identify root cause and assist with remediation efforts and solutionsReviews processes to ensure effectiveness, and recommending process improvement and risk mitigation opportunities to senior managementSupports risk management and audit processes, including identification of issues, development of mitigation strategies, and exam preparation

Skills:

Attention to DetailCustomer and Client FocusOral CommunicationsPrioritizationProblem SolvingWritten CommunicationsAccount ManagementAnalytical ThinkingCoachingMentoringResearchResult Orientation

Line of Business Job Description:

Possesses and maintains a full understanding of the end-to-end process for the team including but not limited to understanding the client experience, the products, the process flow, the systems, the control points, the risks, and the metric targets Serves as the first line of support for Transaction Management Representatives and Operations Analysts with training, answering questions, escalations or obstacles when executing the processCoaches and supports Transaction Management Representatives and Operations Analysts as needed to drive team and individual performance goalsServes and the manager’s back up, proxy and partner in creating an inclusive and engaged teamBuilds rapport and effective relationships with all team members, manager and all partners needed to resolve issues within the process or gain approval for exceptionsAdapts and helps team members adapt to ever changing products and services Complies with all Bank of America policies

Required Skills:

 Problem Solving: ability to draw upon past knowledge and experiences to find a solution and define a path of actionCoaching:  ability to support a client or employee in achieving a specific personal or professional goal by providing training, feedback, and guidanceDecision Making: ability to objectively select an optimal course of action within an acceptable timeframe, applying experience, data and factsDrives Engagement: ability to motivate others (live or virtually) to be creative, to overcome challenges and resolve conflict to deliver improved outcomesRelationship Building:  ability to develop, establish, and maintain ethical connections and long term strategic relationships with individuals throughout the company to assist in achieving work-related goals and business objectives and to enhance decision making in business units throughout an organizationPrioritization:  ability to exercise conscious control of time spent on multiple activities while handling competing priorities and organizing and delegating the work to increase effectiveness, efficiency, and productivityAdaptability: ability to change behavior in response to or in anticipation of changes in the work environmentProficient with MS Office ​

Shift:

1st shift (United States of America)

Hours Per Week: 

40