Bank Of America SSFO Operations Manager 

United States, Arizona, Phoenix 

291906054

Job Description:

This job is responsible for leading a segment or a small operations unit for Specialized Servicing and Fulfillment Operations(SSFO). Key responsibilities include identifying, analyzing, and resolving complex problems, ensuring compliance with policies, and developing and implementing new processes to improve operating efficiency and ensure accuracy of workflow. Job expectations include overseeing day-to-day activities of employees, including executing transactions and reporting.

• Enables and empowers 10+ employees to deliver on the Client Care Pillars easily and efficiently

•Maintains a full understanding of the team’s performance and everyone's performance using long- and short-term analysis of key performance indicators, observations, and anecdotal information

• Identifies positive and negative patterns driving the performance

•Coaches the team and individuals to sustain positive patterns and mitigate negative patterns to improve or sustain performance

• Nurtures employee development with effective feedback and career planning conversations

•Sustains a process excellence culture to maintain consistent and iterative improvements in all aspects of the operation and employee experience

•Actively participates in routines and practices to accurately assess key performance indicators and executes on actions needed to improve and maintain the health of the operation and the employee experience

• Executes long and short-term strategic plans to drive improvements in client care, efficiency, employee engagement and growth

•Makes sound judgements based on data to balance risks with rewards, maintain control discipline, and respond to change

• Engages in ongoing personal education to maintain a current working knowledge of the market, technology that would benefit the operation, best practices in employee engagement, and updated skill set.

Responsibilities:

• A commitment to advocate for internal/external clients to meet and exceed their expectations (Customer focus)

• Ability to combine observations with the analysis of a variety of performance reports at an individual and team level to diagnose positive and negative patterns driving the performance

•A wide array of proficient to expert performance coaching skills including, but not limited to, customizing feedback for individuals, clearly articulating feedback, partnering with recipients to design plans, inspiring change, and inspiring trust

•A working knowledge of the career planning tools advocated for by the Bank and a willingness to expand expertise with the tools

•Ability to show a genuine concern for people, their needs, and their perspectives with voice tone, word selection, and listening (Empathy)

•Interpersonal verbal communication skills that build rapport and trust, deliver information in an easy-to-understand manner, and builds confidence (Verbal expression, trust building, and knowledge sharing)

•Ability to build and maintain relationships within and outside the organization in such a way that it facilitates the execution of the process and enables career development (Network/Relationship Building)

•Collaborative verbal and written communication skills to obtain clarifying information, explain action needed/reasoning, effectively partner to find/implement solutions

•Seeks opportunities to improve depth/breadth of knowledge and personal performance and to remain current with iterative process changes and software updates (Desire to learn)

•1+ years of experience as Manager, Assistant Manager or Proficiency Coach in a contact center or equivalent experience in a client care-oriented role

•Thorough knowledge of financial industry products and services, general banking policies and regulations applicable to banking

•Business Operations Management

•Customer Service Management

•Performance Management

•Process Performance Measurement

•Talent Development

•Account Management

•Client Management

•Leadership Development

•Process Management

•Relationship Building

•Hiring and Onboarding

•Policies, Procedures, and Guidelines Management

•Process Design

•Risk Management

•Workforce Analytics

1st shift (United States of America)