Job Description:

The National Service & Solutions (NS&S) organization is a dynamic organization committed to delivering best-in-class care for clients and internal partners. We specialize in situations that require a compassionate touch, high attention to detail, management of high risks, adjustments for unique product or situation combinations and education of internal partners.  We respond rationally, but rapidly to an ever-evolving set of products, compliance requirements, and client needs.  NS&S practices process excellence in every facet of our operation and is committed to creating a work environment that drives positive employee engagement and growth. NS&S delivers high quality care for internal and external clients with complex situations or escalated calls and chats involving high risk requests, multiple products and unique needs. NS&S uses a call center/contact center structure to engage with external clients and Financial Centers all over the country. NS&S is committed to continuous improvement of their processes and skill development for their employees.  

The NS&S Team is seeking an experienced and motivated individual to join our high performing team as an Operations Manager.

This job is responsible for leading a segment or a small operations unit for a site, region, or product line within the bank's internal operations. Key responsibilities include identifying, analyzing, and resolving complex problems, ensuring compliance with policies, and developing and implementing new processes to improve operating efficiency and ensure accuracy of workflow. Job expectations include overseeing day-to-day activities of employees, including executing transactions and managing the budget, expenses, forecasting, and reporting.

Responsibilities:

• Forecasts and manages staffing levels and capacities, provides effective coaching, and shares constructive feedback to drive Operational Excellence
• Applies knowledge of the end-to-end processes and ensures adherence to bank and regulatory policy and procedures when making decisions that impact various operations and product lines
• Develops and analyzes procedures to enhance unit and/or product-related activities and oversees budget and expense management, reporting, and forecasting for designated areas
• Evaluates efficiencies and identifies areas of improvement and growth to the overall process, identifying data, metrics, and key performance indicators to measure process effectiveness
• Aligns bank priorities and strategies to employee metrics and goals and strives to recognize, encourage, and improve team performance to support an inclusive work environment

As a member of an NS&S site leadership team, an Operations Team Manager

• Enables and empowers 11+ employees to deliver on the Client Care Pillars easily and efficiently via case management
• Maintains a full understanding of the team's performance. Understanding the performance of each person, using long- and short-term analysis of key performance indicators, observations, and anecdotal information
• Identifies positive and negative patterns driving the performance
• Coaches the team and individuals to sustain positive patterns and mitigate negative patterns to improve or sustain performance
• Sustains a process excellence culture to maintain consistent and iterative improvements in all aspects of the operation and employee experience
• Actively participates in routines and practices to accurately assess key performance indicators and executes on actions needed to improve and maintain the health of the operation and the employee experience
• Executes long and short-term strategic plans to drive improvements in client care, efficiency, employee engagement and growth
• Makes sound judgements based on data to balance risks with rewards, maintain control discipline, and respond to change
• Engages in ongoing personal education to maintain a current working knowledge of the market, technology that would benefit the operation, best practices in employee engagement, and updated skill set

Managerial Responsibilities:
This position may also have responsibilities for managing associates. At Bank of America, all managers at this level demonstrate the following responsibilities, in addition to those specific to the role, listed above.

• Opportunity & Inclusion Champion: Creates an inclusive team where members are treated fairly and respectfully.
• Manager of Process & Data: Demonstrates and expects process knowledge, data driven decisions, simplicity and continuous improvement.
• Enterprise Advocate & Communicator: Delivers clear and concise messages that motivate, convey the “why" and connects contributions to business results.
• Risk Manager: Leads and encourages the identification, escalation and resolution of potential risks.
• People Manager & Coach: Knows and develops team members through coaching and feedback.
• Financial Steward: Manages expenses and demonstrates an owner's mindset.
• Enterprise Talent Leader: Recruits, on-boards and develops talent, and supports talent mobility for career growth.
• Driver of Business Outcomes: Delivers results through effective team management, structure, and routines.

Required Qualifications:

• 1+ years of experience as Manager, Assistant Manager or Proficiency Coach in a contact center or relevant work experience.
• Advanced/Expert MS Office skills, especially Excel and PowerPoint 
• Extremely organized/excellent time management skills with ability to manage and prioritize competing priorities
• Ability to think strategically across the organization to identify opportunities to improve overall performance efficiency 
• •A commitment to advocate for internal/external clients to meet and exceed their expectations (Customer focus)
• A commitment to advocate for employees in support of Bank of America's goal to be a Great Place to Work (Employee focus)
• Ability to combine observations with the analysis of a variety of performance reports at an individual and team level to diagnose positive and negative patterns driving the performance
• A wide array of proficient to expert performance coaching skills including, but not limited to, customizing feedback for individuals, clearly articulating feedback, partnering with recipients to design plans, inspiring change, and inspiring trust
• Ability to show a genuine concern for people, their needs, and their perspectives with voice tone, word selection, and listening (Empathy)
• Ability to build and maintain relationships within and outside the organization in such a way that it facilitates the execution of the process and enables career development (Network/Relationship Building)
• Collaborative verbal and written communication skills to obtain clarifying information, explain action needed/reasoning, effectively partner to find/implement solutions
• Seeks opportunities to improve depth/breadth of knowledge and personal performance and to remain current with iterative process changes and software updates (Desire to learn)
• Thorough knowledge of financial industry products and services, general banking policies and regulations applicable to banking

​Desired Qualifications:

• Familiarity with Quality Assurance routines
• Familiarity with call monitoring and calibration routines
• Familiarity with legal documents including but not limited to Powers of Attorney, Trusts, OFAC, Representative Payee appointments, and VA Custodian.

Skills:

• Business Operations Management
• Customer Service Management
• Performance Management
• Process Performance Measurement
• Talent Development
• Account Management
• Client Management
• Leadership Development
• Process Management
• Relationship Building
• Hiring and Onboarding
• Policies, Procedures, and Guidelines Management
• Process Design
• Risk Management
• Workforce Analytics

Shift:

Hours Per Week: