GWIM Sr Team Operations Manager

23 hours ago


Newark, New Jersey, United States Bank of America Full time
Job Title: GWIM Sr Team Operations Mgr.

About the Role:

This is a challenging and rewarding role that requires a strong leader to manage a team of operations professionals. As a GWIM Sr Team Operations Mgr, you will be responsible for providing subject matter expertise across a wealth management operations team, and supporting the manager in all aspects of day-to-day management of the team's operations.

Key Responsibilities:

Employee training and coaching, addressing employee inquiries/escalations/approvals, and team supervision to ensure processes are executed correctly. The team lead should escalate issues to the team manager when necessary. Individuals should have deep knowledge of all key functions supported.

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.

Line of Business Responsibilities:

  • Fostering team work and collaboration between team members
  • Limiting exposure through consistent audits and observations
  • Monitoring employee phone skills and providing feedback in a timely fashion
  • Maintenance of team records and personnel files
  • Resolving calls that are escalated to supervisory levels
  • Ensure compliance with call management procedures
  • Ensure satisfactory service levels
  • Ensure appropriate reporting needs are met
  • Manager multiple team product support
  • Lead projects with regards to various initiatives
  • Client and Branch Escalations

Requirements:

  • 1+ years leadership experience
  • Strong understanding/knowledge of Operational Risk, the Control Framework initiative & GWIM Operations within a contact center and processing environment
  • Ability to learn new systems quickly, superior leadership, problem solving, and organizational skills
  • Shows commitment to excellent attendance with proven reliability and can adhere to the agreed upon work schedule
  • Must be flexible with schedule, based on business needs when needed on the weekends and some holidays to provide leadership coverage.
  • Experience in partnering with segment, LOB leadership and business partners for the collective success of the business
  • Proven ability to multitask, manage and work efficiently to drive/lead execute multiple and often competing priorities
  • Ability to confidently lead and influence others and motivate a diverse group of employees
  • Demonstrates strong communication skills both verbally and in written form
  • Projects enthusiasm, optimism and determination
  • Exercises sound judgment and experience making timely and effective decisions
  • Proficiency in Microsoft Word and Excel

Preferred Qualifications:

  • Prior Claims Experience - Credit Card, Debit and Check products
  • Chargeback Philosophies knowledge
  • Leadership and business acumen, including strong problem solving skills

Skills:

  • Customer Service Management
  • Issue Management
  • Performance Management
  • Regulatory Compliance
  • Risk Management
  • Business Acumen
  • Customer and Client Focus
  • Problem Solving
  • Talent Development
  • Trading
  • Attention to Detail
  • Drives Engagement
  • Result Orientation
  • Strategic Thinking
  • Valuation Ethics and Practice Standards

Work Schedule:

1st shift (United States of America)

Hours Per Week:

40

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