Sr Operations Manager - Client Experience

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 managing a unit for a site, region, or product line within the bank's internal operations. Key responsibilities include identifying, analyzing, and resolving highly complex problems, ensuring compliance with policies, and developing and implementing new processes to improve operating efficiency and ensure accuracy of workflow.

Job expectations include managing employee performance, development, talent planning, and overseeing the budget, expenses, reporting, and forecasting.

This role supports Client Protection as a member of the Client Experience team. Our goal is to understand Client feedback through research and analysis then develop improvements that improve the overall Client experience.

The position manages a team of Sr. Business Control Specialists who's focus is researching root cause of complaints and Client survey scores across the Client Protection organization.

Responsibilities include leading and developing the team, managing monthly deliverables, involvement in projects and specific client research tasks, helping build out operational foundations including procedures and routines, managing operational performance including productivity and quality, navigating the Client Protection organization to understand and confirm facts about products and processes specific to Fraud and Claim identification and resolution.

Successful candidates will have deep experience across Client Protection activities, have a broad understanding of fraud, claim, AML, and detection processes and procedures, mastery of Microsoft Office with an emphasis on Excel and PowerPoint, demonstrates a proven record of team management for at least 3 years, Six Sigma or other change management and analytical certifications are preferred.

Responsibilities :

• 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.

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

Required Qualifications :

• Minimum of 3 years management experience in a production based environment.
• Mastery of customer facing systems specific to Client Protection across all areas and products with the ability to understand status and history of Client's interaction with Client Protection.
• Mastery of our complaint management and Client survey systems (CTR and Voices)
• Proficient in systems including FLASH, EPIC, BASS, Synergy, ACX as well as the Microsoft suite of products : Excel, PowerPoint, Word, One Note
• Working knowledge of Regulation E, Z and other Fraud or Claim related laws and regulations.
• Ability to research Client transaction and interaction history to understand root cause and identify opportunity to improve our process.
• 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
• Mastery of Microsoft Office tools including but not limited to PowerPoint, Excel and Word
• Excellent written and oral communication skills including ability to present to small and medium sized audiences
• Have proven experience creating highly engaged and satisfied teams through meaningful and creative recognition
• Experience with data analysis, report creation, presentation

Desired Qualifications :

Previous experience working within Bank of America's Fraud Detection and / or Claims teams

Shift :

1st shift (United States of America)

Hours Per Week :