Operations Team Manager Resume Samples

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DB
D Bogan
Destin
Bogan
802 Monahan Streets
Phoenix
AZ
+1 (555) 570 8158
802 Monahan Streets
Phoenix
AZ
Phone
p +1 (555) 570 8158
Experience Experience
Detroit, MI
Operations Team Manager
Detroit, MI
McDermott, Swaniawski and Torphy
Detroit, MI
Operations Team Manager
  • Establish a team environment by coordinating/cooperating with peers, sharing recognition, supporting interdepartmental and company-wide objectives
  • Ensure excellent customer services by training employees and providing feedback to existing employees regarding areas of improvement and development
  • Manage staffing in accordance with program specific workflow (i.e. down-staffing, up-staffing)
  • Develop and deliver training methods, materials and programs relative to building operating standards
  • Coordinate discussions with each direct report regarding goal setting, performance reviews, career development planning and incentive/salary administration
  • Manages staffing in accordance with program specific workflow (i.e. down-staffing, up-staffing)
  • Demonstrate effective skiptracing techniques by validating or locating consumer contact information
Houston, TX
AML Operations Team Manager
Houston, TX
Berge and Sons
Houston, TX
AML Operations Team Manager
  • Assists the Team Manager in compiling and analyzing operational trends and to be responsible for all additional tasks and assignments that are assigned
  • Leads individual projects and work groups that will be presented to Senior Management and Compliance
  • Serves as the first point of reference in the absence of the Team Manager
  • Assigns cases to analysts for research and identification of all Citi business accounts of enterprise wide high risk customers and manage capacity and volumes
  • Responsible to mentor and guide Operations Senior Analyst to ensure that their development plan and pathway to success is clear and transparent
  • Analyzes large sets of complex data, draw meaningful conclusion, and make business recommendations based on analysis
  • Attends global conferences to partake in meetings and discussions which is related to the departmental operations
present
Detroit, MI
Shdr Cobra Operations Team Manager
Detroit, MI
Brekke and Sons
present
Detroit, MI
Shdr Cobra Operations Team Manager
present
  • Analyze performance results and implement division improvements
  • Coordinate and plan capacity, and assign work for staff. Interface with varying levels of management, clients and staff
  • Perform performance reviews for direct reports
  • Hold division meetings, and is involved in Operations Management meetings
  • Any assignment/project given by the Operations Manager
  • Provide prompt and objective coaching and counseling to the team
  • Manage assigned division’s productivity to department/area SLAs
Education Education
Bachelor’s Degree in Adaptability
Bachelor’s Degree in Adaptability
James Madison University
Bachelor’s Degree in Adaptability
Skills Skills
  • Demonstrates ability to be detail oriented, and ensure work produced is of high quality
  • Highly knowledgeable in multiple areas of custody
  • Knowledge of Debit Non Fraud claims desirable; knowledge of Non Fraud or Fraud of ATM/Debit/Credit claims
  • Strong communication skills to develop relationships business groups & excellent collaboration skills
  • A true team player and collaborator, translating knowledge and experience into strong and productive relationships
  • Demonstrated ability to share knowledge, trends, and process flows with leaders across the line of business
  • Excellent interpersonal, communication, negotiation and presentation ability
  • Knowledgeable in associated Bank of America technologies for deposits, card services and human resources
  • Proven ability to coach and develop others for success, with the goal of building a strong leadership bench
  • Self-starter, able to work with minimal supervision in a fast paced, highly regulated, results driven environment
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15 Operations Team Manager resume templates

1

Wealth Operations Team Manager Resume Examples & Samples

  • Provide legendary service to our clients and partners by ensuring Trade Corrections are processed correctly and within service level agreements
  • Serve as a point of reference to the team, partner, client
  • Periodic reporting such as statistical, risk and audit
  • Keep abreast of recent developments in the mutual fund industry, including regulations from MF Dealers Association and IIROC
  • Promoting continuous process improvements to increase operational efficiencies and improve workplace environment
  • Motivate and coach 2 lead officers and 9 Trade Correction Officers ensuring set objectives are met and compliant
  • Timely completion of mid-year and year-end reviews
  • Participate in performance reviews, monthly formal coaching and adhoc informal coaching, ensuring continuous guidance is provided to the team
  • Promote a fair and equitable environment
  • Act as a change leader for activities affecting the business/group
  • Ensure unit operates in compliance with applicable internal and external requirements, in an effort to minimize business risk
  • Participate in shaping and setting strategy for MF Operations by sharing information on operational, processing and system related issues
  • Facilitate department meetings and team building activities to encourage engagement and maintain positive morale within the team
  • Maintain relationships with other teams within MF Operations and Wealth Operations
  • Represent the team in various capacities on committees, internal working groups and meetings
  • Strong strategic thinking capabilities
  • Detailed experience and an in depth understanding of a processing environment
  • Strong background of managing workflow and resources in a fluctuating work environment
  • Proven success at managing a team with demonstrated leadership and coaching skills
  • Strong relationship management skills with a high degree of client service focus
  • Excellent written and oral communication skills as well as problem solving skills
  • Work independently and as part of a larger management team
  • Excellent time management and able to multitask
  • Attention to detail and display good judgment
  • Ability to train, coach and motivate people
  • Working knowledge of ISM, SMS and Primebase (record keeping systems)
  • CSC and IFIC accreditation
2

AML Operations Team Manager Resume Examples & Samples

  • Assigns cases to analysts for research and identification of all Citi business accounts of enterprise wide high risk customers and manage capacity and volumes
  • Assists the Team Manager in compiling and analyzing operational trends and to be responsible for all additional tasks and assignments that are assigned
  • Attends global conferences to partake in meetings and discussions which is related to the departmental operations
  • Serves as Subject Matter Expert, for reviewing and understanding customer demographic details and risk weighting elements, and analyzing reviews of various risk levels and criteria
  • Serves as the first point of reference in the absence of the Team Manager
  • Acts as the liaison person between the Global Operations Team with the rest of the regional teams to ensure all communications are delivered to the team effectively
  • Oversees all training and mentoring to analysts on research techniques, internal regional systems, products, business lines and overall understanding of Cross Sector’s process and procedures
  • Analyzes large sets of complex data, draw meaningful conclusion, and make business recommendations based on analysis
  • Leads individual projects and work groups that will be presented to Senior Management and Compliance
  • Responsible to mentor and guide Operations Senior Analyst to ensure that their development plan and pathway to success is clear and transparent
  • Identifies trends or issues with data quality based on geographical or business segments and escalate as necessary
  • Reviews analyst’s recommendations for further inquiry, escalation or closure
  • Actively participates and interfaces with all Continuity of Business (COB) drills, exercises and controls as organized by the local Risk and Control Team
  • Proactively identifies global corporate reputational and other AML-related risk and takes appropriate measures, including proper escalation, to mitigate identified risks
  • Understands and be able to use global standard policies, procedures and tools
  • Supports implementation of new changes and enhancements during UAT of systems and processes
  • Must be fully knowledgeable of the area of expertise and be able to relate policies to BSA (Banks Secrecy Act), Patriot Act and other AML regulatory guidelines and standards
  • Required: Bachelor’s degree and at least 4 to 7 years of Compliance or Research and Analytical experience
  • Required : Minimum 3-5 years’ experience in a people leader role
  • Required: Highly effective verbal and written communication and presentation skills to all levels of management
  • Required: Demonstrate initiative and creativity in problem solving
  • Required: Strong leadership skills and attention to detail
  • Required: Able to perform under pressure and effective in multi-tasking
  • Preferred: Work experience within a financial or regulatory institution
3

Operations Team Manager Resume Examples & Samples

  • Manage risks associated with processing a large daily volume of client investment transactions
  • Be a resource for department associates as well as business partners for industry and system expertise
  • Provide a high level of expertise to business partners and help them provide TUCE to UMB customers
  • Demonstrates ability to communicate clearly with coworkers, managers, and business partners, both verbally and in writing
  • Demonstrates ability to effectively manage a team of 4 to 8 individuals
  • Demonstrates ability to make sound decisions in a fast-paced environment
  • High level of Global Plus knowledge
  • Effectively develop and execute innovative ideas
4

Wealth Operations Team Manager Resume Examples & Samples

  • Ensure transactions are processed in an accurate and timely manner, serve as a source of reference and provide periodic report preparation (including statistics) as required
  • Be responsible for analyzing department procedures with the intention of improving efficiencies through reducing errors, verifying and authorizing transaction requests prepared by Processing Officers and performing other sundry duties as required
  • Ensure timely completion of mid and year end formal performance reviews, participate in performance review meeting and provide guidance to employees in setting annual goals and objectives
  • Be responsible for leading and motivating your team to achieve set objectives in the area of Key performance indicators, compliance and productivity, using strong communication, active listening and problem-solving skills
  • Facilitate department meetings and team building activities to encourage engagement and maintain morale in the department
  • Be required to build a functional relationship with various departments within MF Operations including Investigations, Settlement and Reconciliation
  • Manage relationships and expectations from various business partners and vendors
  • Represent the MF Operations team in various capacities on committees, internal working groups and meetings
5

Group Operations Team Manager Resume Examples & Samples

  • Leading a team of Corporate Actions Analysts and Settlement Analysts
  • Building and managing relationships various functions: Custodian, Operational teams, Query Management, Risk, Reconciliations, and Local Risk Representatives
  • Ensuring delivery of all team performance measurements (including MI & KPIs) and the impact of these on team performance
  • Day to day management of the team which include prioritization of workload, task and resource allocation, management of holidays and other activities
  • Ensuring that all entitlements for Income/Corporate actions are captured and processed accurately and in a timely manner and within internal SLA's
  • Ensuring all key tasks are completed and end of day controls are fully signed off
  • Complying with all relevant policies and procedures, as well as regulatory reporting where appropriate
6

Operations Team Manager Resume Examples & Samples

  • A minimum of 5 years experience in commercial real estate and/or Facilities Management
  • Knowledge of standard commercial real estate, business and accounting practices
  • Possesses a high degree of innovation and problem solving ability
  • Strategic user of business intelligence, data, reporting & analytics to drive efficiency
  • Advanced skills in Microsoft Office Suite (Excel, Work, PowerPoint, Visio, Outlook, and Access)
  • Successful team builder with a proven track record of excellent internal and external customer service
  • Exhibits strong interpersonal skills, excellent verbal and written communication skills and has the ability to communicate professionally in a clear and concise manner
  • Strong team player, detail oriented, organized and flexible with the ability to work with minimal supervision in a fast paced environment and willing to assume new projects
7

Operations Team Manager Resume Examples & Samples

  • Excellent computer skills necessary
  • Ability to multitask and prioritization of workload
  • Ability to perform all related tasks within high volume production environment
  • Solid computer skills and web navigation including Microsoft Word, Outlook and Excel
  • Must be results/goal driven and a team player
  • Interpersonal effectiveness with ability to build and maintain relationships
  • Superior time management skills
  • Attention to detail
  • Flexibility with working hours
  • Supervisory experience
  • One year of customer facing experience is preferred within a call center
  • Prior Military service is desired
  • SCRA Knowledge
  • Prior account servicing experience is desired
  • College Degree
8

Derivatives Operations Team Manager Resume Examples & Samples

  • Excellent exposure to Financial Derivative products such as Interest Rate Derivatives, Currency Swaps, FX, Options, Futures, and Forwards
  • Strong understanding of derivatives-related processes which include settlements, collateral management, data maintenance and pricing
  • Intermediate knowledge of credit derivatives
  • Intermediate knowledge of the Dodd-Frank Act including its underlying rules and regulations
  • Familiarity with ISDA (International Swaps and Derivatives Association) and CSA (Credit Support Annex) concepts
  • Business degree or comparable work experience required
  • Minimum 4-6 years of progressive experience in Investment Operations
  • Excellent analytical and diagnostic skills with knowledge and understanding of process design, as well as productivity improvement methodologies
  • Excellent communication and interpersonal skills. Expert strength in facilitating and presenting in large group settings. Strong interviewing, influencing and negotiation skills across the organization
  • Demonstrates strong flexibility in the face of ambiguous situations, shifting demands, and challenging work environments. Uses diplomacy and tact to resolve difficult situations. Escalates more serious issues to management
  • Excellent initiative and ability to commit to a course of action in the face of risks and uncertainty
9

Operations Team Manager Resume Examples & Samples

  • Lead, coordinate, and direct 5 - 8 direct reports including exempt and non-exempt employees through the daily operation of a unit that supports the overall ATM Operations processing unit. Your exempt employee will also have approximately 16 non-exempt employees
  • Track your unit's performance and monitor daily business and contribute to overall ATM Operations business strategy with upper management. Report out on business results and escalated service and control issues to upper management
  • Provide performance feedback and coaching to your team
  • Manage process exception items, resolve complex issues, coordinate and oversee departmental projects, document and introduce new procedures to your staff
  • Requires 2 years previous leadership experience
  • Requires process flow oversight experience
  • Experience completing and delivering reports to upper management is preferred
  • Requires four or more years banking experience in a research oriented position with potential customer impact
  • Must be proficient in MS Office applications, particularly MS Excel
  • Demonstrated critical thinking skills and problem solving skills are a must
  • SAP experience is helpful
  • Must be able to use department policies and procedures to prioritize resolution of open items
  • Ability to follow complex methods and procedures in diverse routine and non-routine tasks
  • Demonstrated ability to plan and prioritize for oneself and for a team
  • At least 2 years of college coursework, bachelor's degree preferred
10

Operations Team Manager Resume Examples & Samples

  • Manufacturing management in highly regulated industry (useful if also understand corporate mindset)
  • Sound working knowledge of Health and Safety within manufacturing
  • Demonstrable coaching and development skills
  • Effective Root Cause Analysis and/or FMEA track record of successful implementation
  • Managing change and developing people within change environment
  • LSS Green Belt is advantageous
11

Operations Team Manager Resume Examples & Samples

  • 1+ year(s) Supervisory/Management or project management experience
  • Must be able to lift up to 25lbs
  • Must be able to work in a fast pace, deadline driven environment
  • Ability to work independently and use sound judgment
  • Strong ability to coach employees and provide regular feedback
  • Must be able to maintain positive performance results from team members
  • Flexibility required during peak volume periods and holidays
  • Ability to thoroughly communicate with all levels and business partners
  • Drives collaboration and teamwork
  • 6+ months working third shift hours
  • Banking, payment processing, or lockbox experience
12

Operations Team Manager Resume Examples & Samples

  • Staff Development, Mentoring 50% of the time
  • Daily Progress Reporting 25% of the time
  • Quality Assurance/Process Improvement 15% of the time
  • Daily Client Program Operations Management 5% of the time
  • Provides regular supervision and mentorship over subordinate staff
  • Ensure regular and effective communication with subordinate staff on performance, goals, and coaching
  • Facilitates daily agent coaching and development sessions in both written and verbal format
  • Participates in client related activities to include client calibration sessions and project planning
  • Manage program specific performance standards (i.e. AHT, Quality Scores, Sales, etc)
  • Successful completion of two management level interviews
  • Flexibility and demonstrated ability to adapt well in a changing environment
13

Operations Team Manager Resume Examples & Samples

  • 5 years experience in call center management
  • 1-2 years sales experience
  • Experience working with High Speed and LAN internet accounts, Billing, and Data networking
14

Operations Team Manager Resume Examples & Samples

  • Analyze performance results and implement departmental improvements
  • Ensure departmental operational efficiently according to company policies and procedures
  • Ability to guide individuals toward goal achievement using negotiation, teamwork, collaboration, motivation and staff development skills including the ability to act as a role model within the organization
  • Create and develop staffing plans and work with support departments to ensure staffing strategies are effectively executed
  • Responsible for selecting, training, developing, and managing performance of direct reports; providing prompt and objective coaching and counseling; and coordinating, planning, and assigning work for staff in accordance with the organization’s policies and applicable legal requirements
  • Responsible for establishing and meeting Key Performance Metrics
  • Compilation of statistical reports regarding employee performance
  • Train and develop both current & newly hired team members
  • Complete call monitoring sessions on call center agents and deliver effective coaching and feedback
  • Excellent ability to demonstrate innovation and good judgment/problem solving skills when making decisions
  • Proficient in Microsoft Office; Outlook, Word, & Excel
  • Excellent written and oral communication skills with a keen understanding of Customer Service
  • Ability to work efficiently and complete multiple tasks in a high-pace environment
  • Ability to work a flexible schedule that will include weekends, nights, and as business needs require
  • Maintain a professional demeanor throughout the day both on the phone and in person
  • Maintain a professional office appearance and work environment at all times
  • Be able to work as part of a team as well as independently, as required
  • Excellent work ethic!
  • Be able to successfully complete continuing education, related training and all licensing
15

Operations Team Manager Resume Examples & Samples

  • Communicate trends, training needs and recommendations to supervisor
  • Identify and develop team members for succession planning with MSO management
  • Minimum one year lead or supervisory experience preferred
16

Operations Team Manager nd Shift Resume Examples & Samples

  • 2+ years of production management experience
  • 2+ years managing associates
  • 2-4 years of Operations experience
17

Operations Team Manager Resume Examples & Samples

  • A diverse team-environment amongst highly skilled professionals
  • A truly international work environment with daily interaction with individuals from different countries, functions and cultures
  • Challenges and responsibilities in a diverse portfolio of tasks
  • Opportunity to develop and build expertise in a large variety of countries within the EMEA region
  • Lead and coach C&B professionals and talented juniors
  • Possibility to enhance your career in a fast-paced, industry leading company
  • Attractive compensation and benefits package
  • An ice-cold Coke whenever you crave for it :)
  • Manage, develop and inspire a group of individual contributors (C&B Analyst and Junior Analysts)
  • Lead day-to-day operations (KPI, risk and compliance, issue resolution) in order to ensure C&B team provides the best operational service to respective countries and objectives are fully met at all times by following the performance management for people and processes, forecasting, capacity and workload analysis, project prioritization
  • Partner closely with GBS HR Team Leads for process standardization, improvement, and delivery of services in EMEA
  • Ensure day-to-day operations are successfully delivered for HR C&B Services (Compensation, Benefits, Pre-Payroll and Time & Attendance) and that work is conducted in alignment with global policies and processes in accordance with agreed Operating Level Agreements. In particular
18

Dialer Operations Team Manager Resume Examples & Samples

  • Three years call center and managerial experience
  • Strong analytic and critical thinking skills, with the ability to articulate findings around variance explanations and present process improvement recommendations
  • Strong written and oral communication skills to clearly present recommendations to various levels of managers
  • Ability to be flexible and handle multiple responsibilities in a fast paced environment
  • Understanding of collection and call center policy and procedures
  • Proficiency in Microsoft Excel, Access, Word and PowerPoint to include creating spreadsheets and pivot tables. SQL/SAS and Visual Basics
19

Operations Team Manager Resume Examples & Samples

  • Demonstrated leadership (management) experience
  • Default mortgage servicing experience
  • Solid computer skills and web navigation including Microsoft Word, Outlook and Excel
  • Interpersonal effectiveness with ability to build and maintain relationships
  • Attention to detail, strong organization and time management is a must
  • Adaptability to manage multiple tasks/projects within deadline and budget constraints
  • Must be able to attend to detail in order to make comparisons based on desired outcomes and guidelines
  • Must display decision making ability
  • Must display problem solving skills
  • Management of Deadline-Sensitive Assignments
  • Experience using Six Sigma or similar process improvement tools
  • Familiar with multiple systems including AS400, InterAct, UCRS and BKFS Desktop
20

Operations Team Manager Resume Examples & Samples

  • Proactive identification and rapid escalation to Level One support for production related issues
  • Monitoring various CTO operational applications and workflows
  • Coordination and alignment of resources across multiple sites
  • Daily health checks and communications
  • Respond to day-to-day production service questions and queries
  • Escalation of high impacting production issues
  • Be able to perform these tasks with minimum of oversight
  • Ensure the team follows standard operating process and procedures related to detection, escalation, and troubleshooting
  • Ensure the completeness, timeliness, accuracy of documentation related to support
  • Coordination of remote resources
  • Provide management updates for production outages
  • Coordinate, track, and participate in the resolution of CTO production issues
  • Act as escalation point for critical Application outages
  • Assist with troubleshooting and root cause analysis
  • Broad based background in technology or operations management
  • 5 - 10 years experience in a complex, large-scale distributed environment with an emphasis on network, server, and/or application technology and support
  • Strong leadership, communication, influencing and negotiation skills
  • Process-oriented with excellent analytical, multitasking, and troubleshooting skills
  • Good communication skills to interact with Senior Management on bridge calls
  • Bachelor's degree in Computer Information and Science or equivalent work experience in Financial Industry (Operations or IT related)
  • Knowledge of the network or server environments
  • Network or Server certifications a plus
  • Minimum of 5-10 years managing small teams in a fast paced IT or Operations environment in the Financial Industry
21

Operations Team Manager Resume Examples & Samples

  • Technical, trade, or business school certificate
  • Three or more years of collections experience
  • Minimum one year of supervisory experience
  • Thorough knowledge of collections and the products and services supported
22

Operations Team Manager Resume Examples & Samples

  • 5+ years of management/supervisory experience to include Operations Production Management experience
  • Track record of meeting and exceeding goals and driving continuous improvement. Decisive, acts with urgency
  • Auto Finance or Bank Operations knowledge, business process and procedure knowledge; clear understanding of controls and regulations
  • History of achieving a positive employee experience and building high performance teams that prioritize controls and drives business results
  • Advanced Leadership skills: respected by others; generates innovative solutions; motivates, disciplines and resolve conflicts on a regular basis; teaches others in a way that allows them to implement ideas; emphasizes continuous development and provides opportunities for future growth and advancement
  • Strong computer skills; proficiency in Microsoft Office applications
  • Strong collaboration and relationship skills, including the ability to work with a wide variety of people and personalities, and effectively facilitate group discussions and decision-making
  • Excellent communication and interpersonal skills to interact effectively with all levels of management, including cross-functional and external stakeholders as required
  • Exceptional organization skills, ability to manage multiple tasks and projects and meet target dates and deliverables
  • Must work well independently and be a solution focused, self-starter with high energy, initiative, and a strong sense of urgency
  • Problem solving skills to identify process completeness and business opportunities
  • Professional, team-player with exceptional attention to detail and excellent written and verbal communication skills
23

Operations Team Manager Resume Examples & Samples

  • Develop, recommend, and implement operational plans and policies to support the long-term strategic business objectives
  • Determine feasibility of new products/services and technological support to improved delivery of products
  • Interface regularly with members of senior management, vendors, and consultants
  • Requires Supervisor or Management experience
  • Prefer Experience managing a team of up to 20 employees
  • Requires Vendor management experience
  • Preference will be given to individuals with a minimum of 2 to 3 years of Document Services, Output, Statement Rendering, or mail, print or insertion experience
  • Prefer using Data Base systems
  • Prefer JES- Mainframe experience
  • Requires previous experience working with high speed production equipment
  • Prefer Bachelor’s degree
24

Operations Team Manager Resume Examples & Samples

  • 90,000 employees in more than 100 locations around globe
  • Daily Progress Reporting
  • Quality Assurance/Process Improvement
  • High School Diploma or GED required, Bachelor degree desirable
  • Considerable experience managing 15 or more employees either in a supervisory role or the ability to demonstrate the
25

Operations Team Manager Resume Examples & Samples

  • Maintain quality customer service by supervising the tasks and responsibilities of all assigned staff of the Customer Service Department
  • Ensure all incoming calls from client and/or customers are executed in a professional, polite, and courteous manner
  • Maintain accurate documentation and recording in required systems
  • Supervise team productivity, monitor workload, and address periods of peak volume, ensure quality and standards are consistently achieved and guidelines are followed and met
  • Ensure excellent customer services by training employees and providing feedback to existing employees regarding areas of improvement and development
  • Maintain diplomacy and tact when dealing with upset or escalated calls
  • Ensure all staff track daily calls
  • Accountable for all decisions, actions, and directives with respect to job responsibilities
  • Responsible for progressive discipline with regards to attendance, performance and all aspects of company policy up to and including termination
  • Follow up in a timely manner to ensure customer satisfaction
  • Knowledge, understanding, compliance, and enforcement of all applicable Federal, State, and Local laws and regulations that regulate the customer service industry
  • Knowledge, understanding, and compliance with the Company's policies and procedures
  • Participation in Company Programs must meet minimum performance standards
  • Responsible for progressive discipline with regards to attendance, performance and all aspects of company policy
  • Responsible for respective department's overall performance and for motivating team to exceed department goals and objectives
  • Make recommendations to implement improved processes
  • Associates Degree or equivalent in relevant work experience
  • 2 years Customer Service/ Supervisory experience required. 3-4 years Customer Service/Supervisory experience preferred
  • Ability to lead, direct, and motivate others
  • Ability to prioritize and work in a multi-tasked environment
  • Ability to adapt to a flexible schedule
26

Operations Team Manager Resume Examples & Samples

  • Thorough knowledge of collections and the products and services supported by the area
  • Thorough knowledge of applicable bank policies, procedures and collection related laws, regulations and procedures
  • Proficient knowledge of computer applications and/or the equipment used in the collection area
  • Ability to identify and resolve/escalate complex problems with minimal guidance
  • Good leadership and supervisory skills
27

Operations Team Manager Resume Examples & Samples

  • Previous supervisory experience, proven leadership and team building skills
  • Strong influencing, negotiation, analytical and problem solving skills
  • Excellent verbal, interpersonal, and written communication and interpersonal
  • Demonstrated problem-solving and leadership skills
  • Must work well independently with limited direction
  • A strong accuracy and detail orientation
  • A commitment to teamwork and flexibility is critical
  • Ability to drive performance objectives
  • The ability to work with a variety of personalities and in a fast-paced
28

Collections Operations Team Manager Resume Examples & Samples

  • Manage daily staffing and workflow, and ensure adherence to department performance goals
  • Proactively identify Quality Assurance call failures and provide timely coaching as required
  • Meet regularly with individual team members; coach them to meet and exceed their metrics and collections goals
  • Utilize reporting and direct observation to keep them abreast of their performance towards those goals
  • Day to day decisions are generally made without seeking higher authority
  • Has intensive interaction with subordinates through coaching and mentoring
  • Has an impact on the success of the functional area
  • 2 or more years collections experience in a first party environment
  • 1 or more years experience within a call center department
  • Superior interpersonal and leadership skills; proven ability to develop and motivate employees to meet and exceed performance standards
  • Strong understanding of the Key Performance Metrics and capability to drive team performance to exceed goals
  • Strong analytical and PC skills
  • Excellent Written and verbal communications skills
  • Energetic, able to work with others in a fast-paced, team environment and to interact effectively with all levels of management
  • Demonstrated experience driving a group of individuals to achieve performance objectives while providing great service to customers
29

Operations Team Manager Resume Examples & Samples

  • Responsible for principaling documents submitted by financial advisors nationwide to update brokerage accounts for the firm
  • Aid with operation control and review procedure updates
  • Support testing to validate new technology updates
  • Must hold or obtain Series 7 and 24 licenses for this position
  • Candidates not holding the Series 7 and 24 licenses will be required to obtain both within a reasonable amount of time, as determined by management
  • Management experience is helpful
  • Bachelor’s Degree is preferred
  • Proven interpersonal, team-oriented skills
  • Able to organize/manage multiple priorities and projects coupled with the flexibility to quickly adapt to ever changing business needs and requirements
  • High attention to detail, excellent follow-through
  • Strong spreadsheet, database, and reporting skills. Experience with Access and Excel is preferred
  • Sound decision making and judgment in resolution of moderate to complex issues
30

Gwim Operations Team Manager Resume Examples & Samples

  • Demonstrated supervisory experience
  • Working knowledge with Statement reporting systems - Pace preferred
  • Strong accounting and reconciliation experience
  • Personal willingness take on the more difficult accounts
  • Decisions will be based on a combination of years of expereince by applicant with the various skills above
  • Communicate Effectively
  • Analytical Skill
  • Initiative
  • Maintain Focus
  • Manage Multiple Priorities
  • Efficient Problem Resolution
  • Strives for Peak Performance
  • Takes Ownership and Meets Client Delivery Deadlines
31

Operations Team Manager Resume Examples & Samples

  • Highly effective at multi-tasking and achieving deadlines/deliverable dates
  • Strong interpersonal skills, negotiation, and influence skills required
  • Commerce Degree or equivalent work experience preferred
32

Central Claims Operations Team Manager Resume Examples & Samples

  • Minimum of 3-6 years experience in Customer Service Management required, preferably in a call center environment
  • Compliance/Claims experience a plus
  • Ability to accomplish tasks in a timely manner
  • Ability to analyze, apply a combination of inductive and deductive reasoning and interpret results
  • Ability to interact effectively with all levels of management
  • Experience in providing direction to and measuring effectiveness of less experienced staff, creating positive energy in teams around the future, inspire the team to believe in themselves and what they are doing, recognizing and rewarding the accomplished
  • Look at problems from different points of view
  • Identify alternatives & choose the best course of action with the information available
  • Organization and Time Management - Maintain an organized approach and manage multiple priorities
  • Problem Solving -Fully define the issue & understand the problem or situation, break down issue in parts to identify root causes
  • Strong Communication Skills Communicate Candidly
  • Effective internal and external communication
  • Communicate regularly with Specialists & Management with clarity to keep the team informed and to get meaning across with maximum impact
  • Strong knowledge of and experience with Regulation E & Z and MasterCard, VISA, NACHA chargeback rules and claims management
  • Take Ownership and take pride in own work, be willing to assume responsibility for accomplishing objectives, be dependable and follow through on commitments
33

Operations Team Manager Resume Examples & Samples

  • Demonstrable planning, leadership and organisational skills
  • Experience of managing c.20 employees in front-line customer service/clinical environments
  • Ability to work in a high-pressured environment managing detailed operational deliverables, meeting targets and business plans
  • Ability to develop and deliver presentations to direct reports and stakeholders
  • Dependable and self-motivated with an ability to work to tight deadlines
  • Demonstrate an ability to treat all individuals with respect, responds sensitively to differences and encourages others to do likewise
  • Excellent organiser and planner
  • Highly developed leadership/management skills
  • Analytical – familiar with MS Office, particularly Excel / Word and PowerPoint
  • Able to build strong working relationships with peer group
34

Claims Lead-claims Operations Team Manager Resume Examples & Samples

  • Advanced education or experience in management, administration or experience in claims required
  • Knowledge and understanding of claims handling
  • Supervisor or Team Lead experience working with non-exempt level staff
  • Knowledge of phone systems including ACD, IVR and call routing systems
  • Strong computer and technical skills with the ability to learn new systems and applications quickly
  • Bilingual in Spanish is a plus but not required
35

Operations Team Manager Resume Examples & Samples

  • Paid training
  • Flexible training schedules
  • Medical and dental benefits
  • Paid time off
  • Paid holiday and sick time
  • Retirement planning options (401(k))
  • Employee discounts through client programs
  • Must be able to work an evening shift
  • Completion of Team Manager Onboarding
  • Sccessful completion of two management level interview
  • Bachelor degree desirable
36

Operations Team Manager Resume Examples & Samples

  • 3-4 years within most recent work experience complete team management responsibility in an operations environment
  • Working knowledge of BPM processes
  • Experience leading large projects with tight deadlines and frequently changing priorities
  • Strong organizational, time management and delegation skills
  • Solid written/verbal communication skills with ability to communicate at all levels of the organization including senior level business partners
  • Ability to influence and champion change to ensure employee adoption
  • Ability to analyze processes, procedures and day to day work to identify opportunities, including root cause analysis, in order to improve efficiencies and mitigate risk
  • Self-starter, able to work with minimal supervision in a fast paced, highly regulated, results driven environment
  • Proven ability to coach and develop others for success, with the goal of building a strong leadership bench
  • Proficient with Microsoft Office Suite including Word, Excel, One Note and Outlook
  • Flexibility to work off shift hours as required by the business including Saturday and holidays
  • Working knowledge of Six Sigma and Agile methodologies
37

Operations Team Manager Resume Examples & Samples

  • Supervise, mentor and develop the customer service skills for a team of call center agents
  • Screen, interview and hire candidates for the call center agent positions
  • Tracking and reporting on team’s metrics and progress
  • Monitoring agents calls and assuring quality
  • Working with the team to accomplish department goals
  • Creating and implementing programs to keep agents motivated
  • Creating an environment which encourages and supports agent retention
  • Conduct one-on-one coaching sessions providing feedback to the team members
  • Completion of Administrative duties to support Operations; including by not limited to auditing of payroll, agent schedules, call times, etc
38

Operations Team Manager Resume Examples & Samples

  • Successful completion of Central Market University (CMU) training
  • 5 -10+ years proven management and leadership experience and/or education from a college or technical school - preferably a combination of education and experience
  • Ability to independently prioritize issues quickly and manage time and resources appropriately
  • 5-10+ years of experience in a position responsible for handling sensitive people issues, emergency response situations, theft issues and other serious scenarios
  • Proven ability to set objectives for and to lead a team to accomplish business goals
  • Ability to clearly communicate and hold self and others accountable
  • Strong verbal and written communication skills across a multi-department environment
  • Ability to work without supervision and make independent decisions that reflect a strong understanding of the business, reflect the CM Partner/Customer focused culture and protect business interest
  • Knowledge and ability to interpret documents related to Store Operations, Food Safety & Sanitation and/or Equipment Maintenance
  • Ability to work flexible schedules, including nights, weekends, and holidays
39

Operations Team Manager Resume Examples & Samples

  • Primary responsibility is to provide leadership and direction for the efficient operations and maintenance of the portfolio. The specific areas of responsibility include but are not limited to Strategic Leadership, Employee Management and Development, Customer Satisfaction, Staff Productivity and Efficiency
  • Single Point of Contact for engineering and customer support
  • Develop and Manage detailed budgets for operations
  • Oversees training and support aimed at expanding the capabilities of the logistics, operations, and maintenance staff
  • Work with the team leads and Director of Engineering to help manage operations, maintenance and capital improvements of all Life Safety, Mechanical, Electrical, Plumbing, HVAC, Security and Elevator systems
  • Coordinate activities of vendors and contractors
  • Maintain client relationship and conflict resolution
  • Bachelor’s degree in a related discipline (Engineering preferred) or equivalent facilities experience
  • 5+ years of facilities management or engineering and operations experience, required
  • Computer proficiency with Excel, Word, Outlook and Computerized Maintenance Management System (CMMS) required, 360 experience, a plus
40

Operations Team Manager Resume Examples & Samples

  • Must have been on the production floor for no less than 60 days
  • Nothing higher than a “verbal” write-up in EIS
  • Excellent attendance
41

Operations Team Manager Resume Examples & Samples

  • 2-4 years leadership experience
  • Excellent verbal and written communication skills in communicating with all levels of management and business partners
  • Self-motivated and results oriented
  • Demonstrated ability to share knowledge, trends, and process flows with leaders across the line of business
  • Strong decision-making and problem solving skills using data and logic both independently and as part of a team, must be able to multi-task and prioritize to meet critical deadlines
  • Must be a voracious learner and a self-starter
  • Knowledge of Debit Non Fraud claims desirable; knowledge of Non Fraud or Fraud of ATM/Debit/Credit claims a plus
42

Operations Team Manager Resume Examples & Samples

  • Provide thorough account servicing to and communicate with consumers by telephone and approved written correspondence to attempt to bring resolution to their past due status or other account related issues
  • Provide thorough, efficient, and accurate account updates on computer files for each call made or received
  • Demonstrate effective skiptracing techniques by validating or locating consumer contact information
  • Knowledge, understanding, and compliance with SST policies and procedures
43

Operations Team Manager Resume Examples & Samples

  • Effectively manage resources to ensure quality customer service
  • Provide guidance and support to a team of agents to ensure organizational objectives are met
  • Develop career/job skills of team members
  • Conduct weekly one-on-one coaching sessions with team members and provide additional feedback/coaching as needed
  • Communicate information effectively and in a timely manner
  • Flexible with department scheduling needs including evenings and weekends (see Employment Requirements)
44

Operations Team Manager Resume Examples & Samples

  • At least 2-3 years of leadership/management experience
  • At least 1-2 years of Fraud or Claims experience
  • Must be able to work in a fast-paced environment
  • Call Center and Deposits experience
45

Wmbs Gwim Operations Team Manager Resume Examples & Samples

  • 1-3 years of customer service leadership experience
  • Exceptional time management skills and ability to handle multiple priorities concurrently
  • Ability to coach, train and develop associates
  • Proven record of sound decision making, balancing risk with client needs and business goals
  • Ability to manage and deliver constructive and actionable feedback
46

Operations Team Manager Resume Examples & Samples

  • Customer centric approach to problem resolution
  • Must work well in a team environment, as well as independently
  • Strong ownership skills
  • Must have a strong and positive work ethic and follow Bank of America's Core Values
  • Must be flexible and adapt quickly to change
  • Ability to multi-task and meet specific performance goals
  • Should also have great typing skills and be familiar with 10 key
  • Must be a meets in performance results
  • Knowledge of PC functions in a Windows based environment
  • Working knowledge & understanding of Regulation E
  • Minimum of 1 year of Claims experience
47

Operations Team Manager Resume Examples & Samples

  • Must be a meets (or above) in performance results
  • Must not currently be on any Written Correctives
  • 2 or more years of previous management experience
  • Fraud back ground
48

Operations Team Manager Resume Examples & Samples

  • Demonstrate leadership, responsiveness, attention to detail and creativity in finding solutions for service delivery
  • Translate client business objectives into an information management and business intelligence strategy, which is integrated and consistent at the account management level. Cultivate client expectations on global transition/optimization/transformation deliverables while working with change agents and communication colleagues to tailor plans for the TFM service lines
  • 5+ years of practical experience in commercial real estate operations and/or information technology preferred
  • Experience effectively managing/evaluating direct reports by establishing clear expectations for and providing constructive feedback. Inclusive of leading virtual teams and leading groups where there is no direct reporting relationship
  • Exhibits strong interpersonal skills, excellent verbal and written communication skills and has the ability to communicate professionally in a clear and concise manner in a variety of communication settings/styles
  • Strategic planning and analytical skills with a track record of identifying potential issues pro-actively and formulating solutions and contingency plans. Strategic user of business intelligence, data, reporting & analytics to drive efficiency
  • Results driven – Ability to analyze, act, and implement to ensure desired results are achieved
  • Acute sense of timely delivery, speed to deliver, deadline and timeline orientation to achieve successful and breakthrough outcomes
  • Implementing change strategies and working with service lines to align change and communication activities to maximize their impact
  • Ability to take innovative ideas and translate them to helping our teams and clients work smarter
  • Ability to develop training presentations, process documentation/mapping, playbooks etc. related to systems/processes will be required
  • Flexible and adaptable; able to work in ambiguous situations, dealing with complexity and time pressure
  • Strong team player and organized, with the ability to work with minimal supervision in a fast-paced environment
  • Focus should be on attention to detail and accuracy
  • Experience of working with international and cross-cultural teams
  • Must have SharePoint knowledge and experience
49

Operations Team Manager Resume Examples & Samples

  • Previous operational team management of at least 8 FTE
  • Front and back office management
  • Experience of managing a team to deliver in a commercially focused KPI environment
  • Ability to build and adhere to a work forecast plan, accurately forecasting changes to activity levels and experience of capacity planning
  • Actively manage teams – understand the concept of active management
  • Ability to use data/metrics from the system to improve performance
  • Appropriate balance of performance management & technical skills
  • Good knowledge of people management practices & procedures
  • Strong Analytical and report writing skills – proficient in MS packages including Excel
50

Operations Team Manager Resume Examples & Samples

  • 3-4 yearswithin most recent work experience complete team management responsibility in an operations environment
  • Demonstrated ability to analyze processes, procedures and day to day work to identify opportunities, including root cause analysis, in order to improve efficiencies and mitigate risk
  • Ability to work weekends and/or extended hours and Holidays as required to run the business
  • Experience with Operations applications including BOSS/FAST, ImageView, FDES, eLedger
51

CCB Collections Browse Unit-operations Team Manager Resume Examples & Samples

  • Minimum of 3 years supervisory/management experience in a Customer contact environment
  • Minimum 1 year of relevant experience a plus
  • Be able to effectively multi-task
  • Highly organized and keen time management skills
  • Attention to detail and proven accuracy
  • Strong operational knowledge of Collections with thorough knowledge of CCB Collections Policies & Procedures required
  • Relevant business systems (First Support, CMS & TSYS)
  • Excellent Microsoft experience (Excel, Outlook & PowerPoint)
52

Operations Team Manager Resume Examples & Samples

  • Previous claims experience
  • Previous Leadership experience
  • Specific Small Business or commercial claims experience
53

Gwim Operations Team Manager Resume Examples & Samples

  • Listen to the predetermined number of calls each month
  • Identify and report-out to Senior Management on client trends (Voice of the Client)
  • Identify trends within the QCR process per employee, team and by site
  • Conduct calibration sessions on a consistent basis locally and tri-site
  • Ensure compliance with call management procedures
  • 1-2 years Leadership experience
  • Subject Matter Expert in banking, brokerage, credit card, and online skills
  • Excellent communication, analytical and written skills
  • Understands "Big Picture" and objectives of GWIM
  • Initiates and builds strong relationships with all levels of the organization
  • Service Adeptness: Comprehend and empathize with client and employee needs, devote time and effort to satisfy the job requirements
  • Initiative: Identify process improvements, demonstrate a "self-starter" behavior and a willingness to help others, and show potential to require minimal supervision
54

Shdr Cobra Operations Team Manager Resume Examples & Samples

  • Responsible for coaching, motivation, monitoring, and technical assistance of assigned division, focusing on quality and productivity
  • Perform performance reviews for direct reports
  • Analyze performance results and implement division improvements
  • Provide prompt and objective coaching and counseling to the team
  • Plan for upcoming organizational needs and implement strategies in a proactive manner
  • Maintain all client service level agreements
  • Ensure that the division operates efficiently according to client and company measures
  • Ensure timely client specific training, updates and requirements
  • Monitor and ensure adherence to service delivery/client service level agreements (and operational metrics)
  • Determine appropriate staff levels and implement strategies to ensure the efficient operation of assigned division
  • Coordinate and plan capacity, and assign work for staff. Interface with varying levels of management, clients and staff
  • Oversee the identification of problems or issues in processes and implement solutions, bringing bottom-line results
  • Manage assigned division’s productivity to department/area SLAs
  • Hold division meetings, and is involved in Operations Management meetings
  • Compliance with the Company Quality and Information Security Policy and sub-policies
  • Responsible for protecting information assets of the company, company assets from unauthorized disclosure, breach or loss
  • Any assignment/project given by the Operations Manager
  • Responsible for COBRA client relationship management and support
  • Bachelor’s degree or equivalent education and related training Two years of managerial experience
  • Two years of experience in the employee benefits industry
  • Strong multi-tasking skills, highly self-motivated and directed Strong operational, management acumen and production
  • Proven comfort level with learning and working with various computer applications
  • Ability to lead by example: personal service orientation, attendance, and availability in the department is critical
  • Ability to be a team player Acute sense of professionalism and confidentiality
55

Operations Team Manager Resume Examples & Samples

  • College degree, preferred
  • Minimum 5 years of relevant experience; 6+ years, preferred
  • Managerial and personnel experience
  • Budget experience, preferred
  • Advanced technical knowledge of building systems, data center, UPS, electrical, mechanical, HVAC, etc, preferred
  • Excellent communications written and verbal
56

Operations Team Manager Resume Examples & Samples

  • Plans and oversees daily activities of a team
  • Responsible for driving process adherence
  • Responsible for achieving established objects and Key Performance metrics to include, but not limited to
  • Strong Leadership and team building skills
  • Comprehensive customer service skills
  • Moderate knowledge of product lines and technical knowledge
  • Experience in developing and leading a a team to deliver key business results
  • Mentoring and Coaching
  • Typically requires 2-4 years related experience
57

Operations Team Manager Resume Examples & Samples

  • Responsible for supervising the activities of assigned operation employees to ensure quality performance, in-depth product knowledge, and adequate staffing in order to exceed the client's goals and objectives
  • Ensure the availability of staff to answer procedure, product and/or customer service related questions in a timely and accurate manner ensuring adherence to departmental policy and procedures
  • Review available resources throughout shift, including productivity and call volume reports, to accurately maintain staffing efficiency and effectively determine the issuance of breaks and lunches
  • Review report results to make recommendations to upper management on ways to increase productivity and efficiency
  • Based on directive from upper management, modify number of operations employees on a given shift
  • Know and support approved departmental and corporate policies relating to business procedures, philosophies, and conduct, ensuring that all efforts are made to meet or exceed Company goals
  • Monitor weekly operations employee attrition for assigned team to ensure it is at or below goal
  • Review exit interviews, resignation letters, disciplinary actions, and terminations to obtain additional input on the potential cause of attrition
  • Ensure reports are created, printed, and distributed in a timely and accurate manner
  • Ensure consistency in the implementation and enforcement of operational policies/procedures within assigned areas of responsibility
  • Continually keep up-to-date on customer service techniques in order to provide an excellent experience to the caller
  • As necessary, supervise the day-to-day customer call quality issues, the services being provided, and ability to meet or exceed client and Company goals and objectives while ensuring adherence to department policy and procedure
  • Participate in and develop procedures for the evaluation and documentation of live and recorded customer service calls partnering with other sites as necessary to ensure consistency
  • Ensure audits on call quality are completed in a timely and accurate manner
  • Manage analysis of trending patterns, implementing recommendations to improve the quality of customer service
  • Monitor staffing levels, trends and turnover and prepare recommendations to management outlining efforts to maintain a quality staff
  • Provide feedback on development of quality training for operations employees in order to meet Company goals and objectives
  • Understand and support all departmental operating policies and procedures relating to business procedures, philosophies, and conduct
  • Communicate newly approved procedures or policies to staff in a timely manner, as directed, participate in the team's quality calibration session, and ensure that the team is scoring within the acceptable variance range
58

Operations Team Manager Enterprise Servicing Resume Examples & Samples

  • 2-4 years of team management experience
  • Effective communication (verbal and written)
  • Sound decision making skills
  • Efficient time management and organizational skills
  • Proven track record of managing through change
  • ESO business Acumen,
59

Operations Team Manager Resume Examples & Samples

  • 2-3 years prior experience in a supervisory role/team lead role
  • Maintain composure and act decisively in high pressure, time sensitive situations
  • Create and maintain strong relationships with internal and external business groups
  • Excellent organization skills; ability to prioritize and handle multiple tasks
  • Must be able to give clear examples of past successes in teamwork, leadership and flexibility to a changing environment
  • Must be available to work during evening processes supported by the team
60

Operations Team Manager, NS&S Fulfillment Resume Examples & Samples

  • Oversee a team of approximately 12-15 mid-office fulfillment associates with the National Service & Solutions (NS&S) team
  • Meet key metric Service Level Agreements(SLAs)
  • Delegate daily activities and ensure adherence to procedures, productivity, and risk requirements
  • Ensure satisfactory compliance with all quality reviews
  • Adhere to all regulatory / legal guidelines and proper escalation of risk
  • Motivate, coach and develop associates to achieve performance goals
  • Perform all managerial functions
  • Lead occasional project work and continually utilizes independent judgment
  • Maintaining and timely reporting of key operational metrics
  • 1-2 years of leadership experience
  • Demonstrated success in performance management of associates and/or process
  • Understand and manage the processes within the bank's risk framework including compliance, security and risk requirements
  • Maintain standard business processes required to run an effective team and unit that is service oriented
  • Able to learn quickly then act as a subject matter expert with respect to Bank of America and industry standards for customer life event processes
  • Prior management experience with direct reports a plus
  • Previous NS&S fulfillment experience is strongly preferred
61

Tulsa Operations Team Manager Resume Examples & Samples

  • Data entry
  • Responds to requests for assistance and/or possible processing of credit card authorizations
  • Previous clerical or administrative experience
  • Stellar customer service skills – and an overwhelming desire to make lives better, one interaction at a time
  • Accurate typing skills
  • Knowledge of client product/procedures
62

Operations Team Manager Resume Examples & Samples

  • Must be results/goal driven and a team player
  • Superior time management skills
  • Flexibility with working hours
63

Operations Team Manager Resume Examples & Samples

  • Must have current National Service & Solutions fulfillment experience
  • Current knowledge of Consumer and Small Business products and services
  • Thorough knowledge of financial products, bank policies and regulations pertaining to products
  • Strong interpersonal and "people" skills
  • Extensive, professional communication skills, both verbal and written
  • Solid customer service experience
  • Intermediate in Word and Excel
  • Experience with SRS and FIRST Document Repository systems and processes
  • 3 plus years of leadership experience
  • Accomplished leadership and coaching skills
64

Operations Team Manager Resume Examples & Samples

  • Accounts Receivable
  • Reconcile and Report Revenue to Accounting
  • Generating and distributing invoices on a monthly basis
  • Managing contracts using DocuSign
  • New employee processing (fingerprints, badge, parking, etc.)
  • Low volume of client calls
  • Handle internal data fulfillment requests
  • Manage and prioritize incoming tasks from multiple queues, meeting service level agreements
  • Provide problem resolution to Registered Investment Advisors
65

Operations Team Manager Resume Examples & Samples

  • Provides Strong Sales mentorship over subordinate staff
  • Clearly defines staff’s Sales expectations / performance and relays expectations to the TEAM
  • Ensures agents are using all “tools” to close the Sale
  • Ensures agents up-sell on calls as well
  • Ensures all goals are met and exceeded on daily basis
  • “Thinks out of the box” for new and inventive ways to motivate Sales TEAM
  • Identifies and addresses agent training / working needs
  • Manages Team’s Kronos to ensure 0% discrepancy rate
  • Manages program specific performance standards (i.e. AHT, Quality Scores, Sales, etc)
  • Manages attrition / attendance financial implications by maintaining program-specific goals
  • Manages staffing in accordance with program specific workflow (i.e. down-staffing, up-staffing)
  • Completes weekly Team Manager Scorecard for review with Operations Manager
66

Operations Team Manager Resume Examples & Samples

  • 1-2 years of management experience with direct reports
  • Ability to communicate effectively in all settings and with all levels of leadership
  • Excellent written, verbal communication and teamwork skills
  • Understand and manage the processes including compliance, security and risk requirements
  • Ability to effectively triage associates and customer requirements/requests and balance requests for customized solutions
  • Able to identify, escalate, debate and offer remediation for process gaps
  • Able to learn quickly then act as a subject matter expert with respect to standards for customer life event processes
  • Knowledgeable in associated Bank of America technologies for deposits and/or card services and human resources
67

RPO Operations Team Manager Resume Examples & Samples

  • Train and mentor team members and identify development needs across the team, working the Account Manager to coordinate additional training as needed
  • Track various productivity and performance standards to ensure that established levels are achieved, especially during critical activity periods
  • Serve as an acting backup to the Account Manager, providing leadership, guidance and direction to team members in the absence of the Manager
  • Manage escalated issues and provide direction
  • Collaborate with peers to establish best practices
  • Analyse team statistics and prepare reports for the Account Manager
  • Develop and administer corrective action and performance improvement plans
  • At least 5 years of work experience within a professional environment
  • Excellent collaboration, organizational, time management, client service, problem-solving skills and the ability to work accurately and meet deadlines with frequent interruptions
  • Ability to work and thrive in a team environment, focused on achieving results
  • Ability to communicate effectively to all levels of internal and external contacts verbally and in writing
  • Ability to recognize basic procedural issues as they arise and escalate to the appropriate level
  • Proficient using Microsoft Office
  • Prior leadership training
68

Operations Team Manager Resume Examples & Samples

  • 3+ years of leadership experience
  • Good Problem Solving Skills
  • Ability to make fast and sound decisions
  • Able to consistently meet required productivity and quality goals
  • Strong Team Player
  • Previous leadership experience on 3rd shift
69

Operations Team Manager Resume Examples & Samples

  • 1+ years of contact center operational experience
  • Knowledge of Bank of America deposit and/or card products
  • Understand and manage the processes within the bank's risk framework including compliance, security, and risk requirements
  • Able to identify, escalate, debate, and offer remediation for process gaps
  • Must be meeting or exceeding in performance results
  • 1-2 years management
  • Experience with Interact or UCRS
  • Knowledgeable in associated Bank of America technologies for deposits, card services and human resources
  • Excellent written, verbal communication, and teamwork skills