Bank Of America Senior Operations Manager 

India, Tamil Nadu, Chennai 

987015244

Responsibilities*

• People management - manage a functional span of approx. 100 -125 members with 5 to 7 frontline managers.
• Adherence to the SLA’s – productivity, turn-around-time, and accuracy.
• Engage in improving processes through reengineering, system checks, process automation
• Ensure timely and accurate dissemination of information to relevant stakeholders
• Should be capable of formulating innovative solutions and have the drive to enforce change.
• Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction
• Understanding of Consumer product regulation and laws
• Effective communication with various business partners and stakeholders
• Making recommendations for process improvements, demonstrating regular audits and necessary amendments
• Hold regular team meetings with Team Members to ensure that there is constant flow of information and knowledge dissemination –query logs, issue resolution
• Develop & implement Forecasting & Staffing Model
• Guide & assist Manager and FLM’s in people & operation management.
• Performance Management of the team
• Drive Opex Mindset – Continuous Improvement

Requirements*

Graduate (any stream)

Experience Range*

10 to 12 years of People Manager Experience

15+ years of overall experience in Bank end/BPO environment

Foundational skills*

• Proficient MS Excel and MS Powerpoint
• People Management Skills – Managing minimum team size of 120-140 associates & FLM’s
• Industry – BFSI/Consumer & Retail Banking background
• Dynamic, high energy, strong work ethic, willing to take on new initiatives some of which may initially lack definition
• Ability to think laterally and identify several possible solutions to problems
• Able to excel and influence in a cross-functional team structure
• Excellent written and verbal communication skills are necessary as the position requires global correspondence and communication with associates throughout the Bank of America footprint
• Driven to learn and develop new skills
• Self-motivated and independent having an excellent control mindset
• Ability to effectively manage multiple priorities and deliver as well as being able to adapt to changes
• Able to work in a fast paced, deadline oriented environment
• High level of ownership and attention to detail
• Ability to apply sound judgment, provide effective challenge and display confidence to challenge

Desired skills:

• Strong Interpersonal skills, as the role needs working very closely with LOB stakeholders
• A high degree of confidence and ability to interact with senior executives and other control partners
• To ensure consistent delivery on Business metrics along with other new responsibilities and setting higher standards of self and Team performance
• Involve in day to day operations and ensure delivery on SLA/KPIs
• Ability to identify opportunities to simplify and improve the end to end process
• Excellent organization, written and verbal communication and facilitation skills
• Ability to work in a high pressure and fast changing environment.
• Self-motivated and analytical
• Adaptable to new systems and environments
• Highly efficient with the ability to juggle multiple high priority activities concurrently.

Work Timings*

• 7.30 am to 10.00 pm (IST) any 9 Hrs. - Flexible Timing based on business requirement.

Job Location*