Group Operations Manager

4 weeks ago

Rio Rancho, United States Bank of America Full time
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 Summary:
This job is responsible for managing one or more major operations segments for a site, region, or product line within the bank's internal operations. Key responsibilities include identifying, analyzing, and resolving complex problems related to product lines, ensuring compliance with policies, and identifying opportunities to improve process performance and operating efficiency. Job expectations include supervising day-to-day activities of employees such as executing transactions.

Job Responsibilities:
  • Forecasts and manages staffing levels and capacities, prioritizes employee development by providing 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, evaluates employee progress, and strives to recognize, encourage, and improve team performance to support an inclusive work environment
  • Manage site operations
  • Business Continuity Planning & triage live events
  • Oversight of operational controls (systems access, time sheets, LOA, etc)
  • Monitor site performance and drive action plans including inspection routines
  • Oversight of key business processes and manage relationships with key external partners (call delivery, product, business controls etc.)
  • Identify client / teammate pain points to improve processes & drive performance improvements
Required Qualifications:
  • 3+ years of supervisory experience
  • Site Leader experience
  • Ability to influence partners
  • Well organized and excel in managing competing priorities and deadlines
  • Exceptional written and verbal communication skills
  • Creates and executes process improvement ideas and solutions
  • Proficient with Microsoft Word, Excel and PowerPoint
Desired Qualifications:
  • Advanced Client Solutions experience
  • Contact Center and Sales experience
  • Experience working in a complex environment spanning multiple functions, shifts, platforms and geographies
  • Bachelor's degree or 8-10 years of Operations 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
  • Business Case Analysis
  • Policies, Procedures, and Guidelines Management
  • Process Design
  • Risk Management
  • Workforce Analytics


Shift:
1st shift (United States of America)

Hours Per Week:
40

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