Bank Of America Transaction Management Ops Team Lead 

United States, Arizona, Chandler 

199260115

Job Description:

Job Description:

This job is responsible for overseeing the day-to day transaction processing operations function, and ensuring the team executes operations tasks with accuracy, timeliness and quality service. Key responsibilities include employee training, coaching, addressing employee inquiries, escalations, approvals, and team supervision ensuring accurate process execution. Job expectations include maintaining service quality, accuracy and escalating issues to management, as needed.

Responsibilities:

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

Line of Business Job Description and Role Responsibilities:

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.

Required Skills:

• Must have excellent written and verbal communication skills
• Exceptional attention to detail and the ability to hold others accountable without direct supervision.
• Flexibility with ability to handle a variety of tasks and projects independently.
• Ability to handle multiple deliverables for either daily processing and/or expanded strategic initiatives
• Advanced Excel and Microsoft Word skills
• An understanding of technology and the ability to incorporate that understanding into process improvements
• Intellectually curious with a mindset focused on deep understanding of business processes supported​

Skills:

• Attention to Detail
• Customer and Client Focus
• Oral Communications
• Prioritization
• Problem Solving
• Written Communications
• Account Management
• Analytical Thinking
• Coaching
• Mentoring
• Research
• Result Orientation