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Senior Operations Manager

2 months ago

Chandler, Arizona, United States Bank of America Full time

Job Summary:

The Senior Team Operations Manager - Retirement Benefits Contact Center is responsible for managing a diverse team of non-exempt, Series 7/66 registered Multi-Product Specialists in a high-risk environment. The supervisor oversees a team of Participant Service Representatives handling 60-80 inbound calls per day, providing subject matter expertise across a wealth management operations team, and supporting the manager in day-to-day team operations.

Key Responsibilities:

  • Employee training and coaching
  • Addressing employee inquiries/escalations/approvals
  • Team supervision to ensure processes are executed correctly
  • Escalating issues to the team manager when necessary

Managerial Responsibilities:

  • 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.

Line of Business Responsibilities:

  • Lead and manage strategic project initiatives to increase productivity, drive transformation, and client satisfaction.
  • Manage corporate plan sponsor relationships on developing strategies for servicing their associates in the retirement and benefit accounts.

Required Qualifications:

  • 1+ years of leadership experience
  • Ability to confidently lead and influence others and motivate a diverse group of employees
  • Detail-oriented with strong organizational skills and ability to manage multiple tasks and priorities at once
  • Shows commitment to excellent attendance with proven reliability and can adhere to the agreed-upon work schedule
  • Possess and demonstrate strong communication skills both verbally and in written form
  • Is flexible and projects enthusiasm, optimism, and determination
  • Exercises sound judgment and experience making timely and effective decisions
  • Minimum of an intermediate level of proficiency with computers and current technology
  • Ability to think strategically and drive transformation

Desired Qualifications:

  • FINRA Series 7, 63, and 24 (or the commitment to obtain the Series 24 within 240 days)
  • Bachelor's Degree
  • Retirement Benefits (401(k)/Equity) product knowledge
  • Familiarity with compliance and regulatory issues