Bank Of America Sr Operations Analyst - Wire Exception & Repair 

United States, Pennsylvania, Scranton 

541522259

This job is responsible for analyzing the day-to-day issues, researching, and providing resolution for various issues identified within a business unit. Key responsibilities include building new procedures, completing complex non-routine analytics, creating reports, and reviewing exception testing and processing. Job expectations include supporting continuous improvement of processes by identifying trends and understanding the operations environment.

Responsibilities:

• Works individually with frontline associates to build their professional proficiency beyond standard skills acquired in training.
• Prepares and organizes activities and demonstrations to ensure all planned topics are covered according to the on-boarding timeline.
• Collaborates with the management team to design successful action plans that improve overall performance
• When not on-boarding, focus is on up-skilling and new initiatives for in-role associates, including coaching, training, and assessing performance
• Seeks to improve agent performance through 1:1 Coaching Sessions, Deskside Coaching, and schedules follow-ups to ensure feedback is being utilized
• May assign and manage workflow during on-boarding in coordination with site leadership. May conduct file and call reviews.
• Supports unit conformity to prescribed standard work processes and reduction of variability in the unit
• Leads implementation for products, services, and operational solutions
• Manages the design, documentation, implementation, and monitoring of new products and services
• Consults on procedural, technical, and operational changes
• Advances business products knowledge within operations environment
• Fosters relationships with partners and teammates
• Inspects data to identify issues and trends
• Presents reporting on key performance and implementation status

Required Qualifications:

• 2+ years experience in coaching and teaching
• Experience and knowledge of LOB specific functions, systems and tools that are necessary to assess and improve performance as well as teaching and coaching skills
• Strong communication skills
• Ability to work and complete tasks within a team environment

Desired Qualifications:

• Knowledge with any of the following software is a plus: WTX, ARIES, JIRA, Intix Applications, eTask, SWIFT

Skills:

• Attention to Detail
• Monitoring, Surveillance, and Testing
• Policies, Procedures, and Guidelines Management
• Regulatory Compliance
• Written Communications
• Adaptability
• Business Acumen
• Continuous Improvement
• Critical Thinking
• Process Mapping
• Change Management
• Consulting
• Data Management
• Reporting
• Research