OPERATIONS MANAGER - FDO - NEW ACCOUNTS

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.

Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day.

One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. We're devoted to being a diverse and inclusive workplace for everyone.

We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being.

Bank of America believes both in the importance of working together and offering flexibility to our employees. We use a multi-faceted approach for flexibility, depending on the various roles in our organization.

Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference. Join us!

Job Description :

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

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.

• Diversity & 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.

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

LOB Specific Information :

Manages a specific operations segment or a small operations unit of the company's operations activities . May report to a group operations manager or a Sr.

Operations Manager. Involved in a variety of projects. Responsible for expense management, enterprise management, and building business / client relationships.

Oversees daily activities ensuring adherence to deadlines and quality standards and adherence to procedures and regulatory requirements (e.

g. client inquiries, transaction research). Develops and implements new processes / procedures to improve operating efficiency and to ensure timeliness and accuracy of workflow.

Decisions impact multiple product lines, customers, and associates. Modifies existing procedures and analyzes and resolves non-routine and / or moderately complex operational problems often requiring research and involvement from other business functional experts.

Requires thorough operations knowledge of specific products / services line managed, usually gained through operations experience.

Forecast / manage staffing levels and capacities. Responsible for performance management.

LOB Required Qualifications :

• Customer centric approach to problem resolution
• Must possess strong interpersonal communication and team building skills
• Experience driving consistent results in a shared process with peer(s) in multiple site locations
• Must be self-motivated and a role model of Bank of America's Values
• Must be flexible and adapt quickly to change Ability to multi-task and meet specific performance goals within tight deadlines
• Knowledge of PC functions in a Windows based environment
• Proficient in Microsoft Office tools including but not limited to PowerPoint, Excel and Word
• Excellent written and oral communication skills
• Have proven experience creating highly engaged and satisfied teams through meaningful and creative recognition

LOB Desired Qualifications :

• Previous experience working within Bank of America's Fraud Detection teams
• Previous Contact Center experience
• 1 year of management / leadership experience in a production based environment

Shift :

1st shift (United States of America)

Hours Per Week :