Sr Operations Manager - Complaints

Job Description : Job Description :

Job Description :

This job is responsible for first level management and supervising day-to-day activities within a team. This leader Supports bank associates who are handling complaints file against Legal Order Operations with continued collaboration amongst various partners / teams.

Should have in-depth understanding of Legal Order processes and will provide support for complaint analysis, quality testing and audits.

Will require direct interaction, primarily self-initiated, with various levels of leadership across the organization in order to meet business needs, including Legal, Risk and Compliance partners as well as various support teams across the Legal Order Operations footprint.

The candidate will work in both a team and individual setting building and sustaining effective relationships with all key partners, leaders, and peers to drive results.

Responsibilities :

• Strong communication and problem solving skills are essential. The candidates must also show characteristics including strong work ethic, attention to detail, and initiative
• Manages staffing levels and capacities, prioritizes employee development by providing effective coaching and training, and shares constructive feedback to drive Operational Excellence
• Oversees 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
• Implements improvements to drive the growth to the overall processes and identifies data, metrics, and key performance indicators to measure process effectiveness
• Aligns bank priorities and strategies to employee metrics and goals, evaluates employee progress, 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.

Required Skills :

• Recent 3-5 years supervisory / management or line of business experience, including coaching and leadership experience.
• Proficient in written communications
• Proficient in Microsoft applications - Word, Excel, PowerPoint, Outlook, SharePoint.
• Ability to understand complex legal documents and requirements.
• Deadline driven and able to work under pressure. Able to foster and grow business relationships.

Desired :

Previous retail banking, operational or analytical experience.

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 :

1st shift (United States of America)

Hours Per Week :