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About the Role

The National Service & Solutions (NS&S) organization is seeking an experienced Operations Manager to lead a segment or unit within the bank's internal operations. This role focuses on identifying and resolving complex problems, ensuring compliance, and improving operating efficiency. The manager will oversee daily activities, manage budgets, and drive positive employee engagement and growth within a contact center environment.

Responsibilities

Forecasts and manages staffing levels and capacities, provides effective coaching, and shares constructive feedback to drive Operational Excellence.
Applies knowledge of end-to-end processes and ensures adherence to bank and regulatory policy and procedures.
Develops and analyzes procedures to enhance unit and/or product-related activities.
Oversees budget and expense management, reporting, and forecasting for designated areas.
Evaluates efficiencies and identifies areas of improvement and growth.
Identifies data, metrics, and key performance indicators to measure process effectiveness.
Aligns bank priorities and strategies to employee metrics and goals.
Recognizes, encourages, and improves team performance to support an inclusive work environment.
Enables and empowers employees to deliver on Client Care Pillars via case management.
Maintains a full understanding of the team's performance through analysis of key performance indicators, observations, and anecdotal information.
Identifies positive and negative patterns driving performance.
Coaches the team and individuals to sustain positive patterns and mitigate negative patterns.
Sustains a process excellence culture for consistent and iterative improvements.
Actively participates in routines and practices to assess key performance indicators and executes actions to improve and maintain the health of the operation and employee experience.
Executes long and short-term strategic plans to drive improvements in client care, efficiency, employee engagement, and growth.
Makes sound judgments based on data to balance risks with rewards, maintain control discipline, and respond to change.
Engages in ongoing personal education to maintain current working knowledge of the market, technology, best practices in employee engagement, and updated skill sets.
Creates an inclusive team where members are treated fairly and respectfully.
Demonstrates and expects process knowledge, data-driven decisions, simplicity, and continuous improvement.
Delivers clear and concise messages that motivate, convey the “why” and connect contributions to business results.
Leads and encourages the identification, escalation, and resolution of potential risks.
Knows and develops team members through coaching and feedback.
Manages expenses and demonstrates an owner’s mindset.
Recruits, on-boards, and develops talent, and supports talent mobility for career growth.
Delivers results through effective team management, structure, and routines.

Requirements

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 with excellent time management skills and 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 performance reports to diagnose performance patterns.
Proficient to expert performance coaching skills.
Ability to show genuine concern for people, their needs, and their perspectives (Empathy).
Ability to build and maintain relationships within and outside the organization.
Collaborative verbal and written communication skills.
Seeks opportunities to improve depth/breadth of knowledge and personal performance.
Thorough knowledge of financial industry products and services, general banking policies, and regulations.

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

Location

United States of America

Work Type

Onsite

Experience Level

Manager

Benefits

Affordable, competitive and flexible benefits supporting physical, emotional, and financial wellness.

About the Company

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection.
We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success.
We value the unique perspectives individuals bring from all backgrounds and career paths.
Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development.
The National Service & Solutions (NS&S) organization is a dynamic organization committed to delivering best-in-class care for clients and internal partners.
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.