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The successful candidate will have a strong ability to prioritize, complete tasks, think beyond a checklist, be flexible, able to shift priorities, and aspire to grow into a leadership role. Entry level operations supervisory position. This is an individual contributor that provides day-to-day supervision for a small unit or work team in a GWIM Operations – Wealth Management Banking Onboarding and Maintenance. The role may also entail evaluation of regulatory and/or financial risks. This associate may review operational procedures and implement changes ensuring enforcement and adherence. Provides technical guidance to associates to resolve operational problems and may handle exceptional or sensitive transactions, referring more complex problems and highly sensitive transactions to the GWIM Sr. Operations Team Manager. Typically requires 3-5 years of related experience with knowledge in the specific functional area or product line managed. No prior management experience required.
Assisting the team manager with everyday functions of team management
Assisting with approving timesheets, quality reviews, team level reporting, assisting with work during high volumes, and other various tasks.
Collaborate with partners in and outside of the organization.
Plan strategically, make decisions, use time effectively and prioritize to meet and exceed line of business goals.
Disseminate information regarding policies, procedures, roles and responsibilities including regulatory requirements
Lead associates to meet and exceed performance targets, actively manages team volume, handles escalated calls, and manages metrics to ensure client and associate satisfaction goals are met and/or exceeded.
Manage the team’s service levels, associate schedule adherence, client satisfaction scores, attendance, and overall associate scorecards and performance.
Associate coaching, development and training. Participate in of mid-year and year-end reviews.
May participate in project management and process improvement initiatives as requested by leadership
Demonstrated leadership experience such as project management, handling escalations, coaching/developing and/or training associates
Schedule flexibility to work after normal business hours and when needed on the weekends and holidays to provide leadership coverage
Strong commitment to client satisfaction and service ownership
Strong organizational skills with attention to detail and a focus on quality
Demonstrated leadership qualities of cooperative and professional work ethic
Strong written and verbal communication to tailor communications to audience, actively listen and follow-up with questions and updates to involved parties
Professional Demeanor: Demonstrating patience, composure, and client service attitude
Comprehend and empathize with client needs, devote time and effort to satisfy client’s requests
Problem Solving and Decision Making Skills: Thinking analytically, using diverse research skills, applying past experiences to problem resolution, developing multiple resolutions, knowing how to and where to go to resolve problems
Flexibility to handle multiple projects and daily tasks adjust to a changing environment adept to new approaches that improve overall work efficiency and effectiveness
Identify process improvements, demonstrate a “self-starter” behavior and a willingness to help others, and show potential to require minimal supervision
Past contact center experience a plus
Knowledge or experience with banking regulations and banking systems
Planning and scheduling skills
Knowledge of BAC policies, procedures and Core Values
Shift:1st shift (United States of America)
Hours Per Week: 40
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