Job Description:Specialized Servicing and Fulfillment Operations (SSFO) 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. SSFO practices process excellence in every facet of our operation and is committed to creating a work environment that drives positive employee engagement and growth.
The Specialized Servicing & Fulfillment Operations Team is seeking an experienced and motivated individual to join our high performing team as a Sr Group Operations Manager.
Job Description:This job is responsible for leading multiple major operations segment 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 identifying and implementing opportunities to improve process performance and operating efficiency. Job expectations include coordinating activities and processes across operations segments. Leads team to ensure resources are efficiently allocated and metrics are being met across multiple activities, including internal deposit Chat, deposit account closure and title changes, account validation and reference letters . Collaborates with multiple business partners regarding opportunities for changes to existing processes, as well as potential for onboarding new work. Understands end to end process for all functions performed by the team (Who does it come from, how do they get it to us, what do we do with it, what happens when we are done with our part...). Challenge and develop a team of seasoned leaders and associates to continually raise the bar and take ownership of the client experience.
Responsibilities:• Oversees the forecasting and staffing levels and capacities, provides effective coaching, and shares constructive feedback to drive Operational Excellence
• Leads and ensures teams adhere to bank and regulatory policy and procedures when making decisions that impact various operations and product lines
• Provides strategic guidance to develop and analyze procedures to enhance unit and/or product-related activities while overseeing 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 provides interventions as needed to recognize, encourage, and improve team performance to support an inclusive work environment
Required Qualifications: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: Models an inclusive environment for employees and clients, aligned to company Great Place to Work goals.
- Manager of Process & Data: Demonstrates deep process knowledge, operational excellence and innovation through a focus on simplicity, data based decision making and continuous improvement.
- Enterprise Advocate & Communicator: Communicates enterprise decisions, purpose, and results, and connects to team strategy, priorities and contributions.
- Risk Manager: Ensures proper risk discipline, controls and culture are in place to identify, escalate and debate issues.
- People Manager & Coach: Provides inspection, coaching and feedback to motivate, differentiate and improve performance.
- Financial Steward: Actively manages expenses and budgets in alignment with objectives, making sound financial decisions.
- Enterprise Talent Leader: Assesses talent and builds bench strength for roles across the organization.
- Driver of Business Outcomes: Delivers results by effectively prioritizing, inspecting and appropriately delegating team work.
Desired Qualifications • Recent 3+ years of operations leadership experience
• Demonstrated business acumen of consumer banking, preferred
• Excellent influencing skills at all levels and the ability to develop and maintain good relationships with senior leadership, stakeholders and colleagues
• Demonstrated expertise in establishing and maintaining rigorous management discipline routines, processes, etc.
• Experience leading a broad team of resources who are responsible for diverse functions
• Experience with the development of people resources; recruiting, hiring, and retaining
Skills• Customer Service Management
• Regulatory Compliance
• Risk Management
• Stakeholder Management
• Talent Development
• Business Operations Management
• Change Management
• Customer and Client Focus
• Decision Making
• Relationship Building
• Business Process Analysis
• Career Path Design
• Organizational Effectiveness
• Strategic Thinking
• Strategy Planning and Development
Shift:1st shift (United States of America)
Hours Per Week: 40
