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Bank Of America Transaction Management Team Lead BPRO Money Movement & Settlement United States, Arizona, Chandler 386659646
15.04.2025
Responsibilities:
- Manages team workflow across various systems and provides process oversight and direction for accurate and timely completion of deliverables
- Provides day-to-day training and coaching to team while addressing employee inquiries and escalations
- Monitors team service levels, volume, performance metric reporting, escalating concerns where appropriate
- Conducts quality assurance reviews and provides routine supervisory manager approvals
- Researches complex operational and client requests, issues, and escalations to identify root cause and assist with remediation efforts and solutions
- Reviews processes to ensure effectiveness, and recommending process improvement and risk mitigation opportunities to senior management
- Supports risk management and audit processes, including identification of issues, development of mitigation strategies, and exam preparation
- Possesses and maintains a full understanding of the end-to-end process for the team including but not limited to understanding the client experience, the products, the process flow, the systems, the control points, the risks, and the metric targets
- Serves as the first line of support for Account Management Representatives and Operations Analysts with training, answering questions, escalations or obstacles when executing the process
- Coaches and supports Account Management Representatives and Operations Analysts as needed to drive team and individual performance goals
- Serves and the manager's back up, proxy and partner in creating an inclusive and engaged team
- Builds rapport and effective relationships with all team members, manager and all partners needed to resolve issues within the process or gain approval for exceptions
- Adapts and helps team members adapt to ever changing products and services
- Complies with all Bank of America policies
- Problem Solving: ability to draw upon past knowledge and experiences to find a solution and define a path of action
- Coaching: ability to support a client or employee in achieving a specific personal or professional goal by providing training, feedback, and guidance
- Decision Making: ability to objectively select an optimal course of action within an acceptable timeframe, applying experience, data and facts
- Drives Engagement: ability to motivate others (live or virtually) to be creative, to overcome challenges and resolve conflict to deliver improved outcomes
- Relationship Building: ability to develop, establish, and maintain ethical connections and long term strategic relationships with individuals throughout the company to assist in achieving work-related goals and business objectives and to enhance decision making in business units throughout an organization
- Prioritization:ability to exercise conscious control of time spent on multiple activities while handling competing priorities and organizing and delegating the work to increase effectiveness, efficiency, and productivity
- Adaptability: ability to change behavior in response to or in anticipation of changes in the work environment
- Proficient with MS Office
- Attention to Detail
- Customer and Client Focus
- Oral Communications
- Prioritization
- Problem Solving
- Written Communications
- Account Management
- Analytical Thinking
- Coaching
- Mentoring
- Research
- Result Orientation
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