Bank Of America Operations Control Mgr - KYC Contact Center Team Manager 

United States, Arizona, Phoenix 

883841564

This job is responsible for managing specific operations of a production team that delivers processes aligned to the bank's Enterprise Policy and Standards. Key responsibilities include demonstrating inclusive leadership, driving performance management by ensuring timely execution against established metrics and quality standards, understanding and anticipating inherent risks to the business, and building and maintaining business relationships.

Responsibilities:

• Translates the bank's strategic objectives into team goals, strategy, and metrics and leads employees through day-to-day activities, uniting them around a common vision and fostering an environment that values diversity

• Identifies and analyzes complex problems related to product lines or functions and develops and implements process improvements to address and resolve issues

• Reports on key performance indicators to measure ways of working, performance, and effectiveness

• Ensures proper risk disciplines are in place, maintaining oversight and escalating accordingly and with a sense of urgency

• Oversees that quality service and effective and efficient operations support is in place for the assigned area's internal business partners and external clients

• Communicates clearly and effectively to drive consistent messaging and engaging presentations to a variety of audiences

Required Skills:

• 2 or more years of managing contact center teams, with a strong working knowledge of contact center metrics and goals, while leading contact center teams successfully

• 2 or more years of strong leadership , associate readiness, coaching and feedback experience

• Strong relationship management experience / skills including the ability to interact, communicate and influence equally well within all levels of organization.

• Strong Executive Presence is required

• Excellent communication and presentation skills; able to communicate in a direct, succinct manner.

• Ability to navigate in a highly complex organization and operate effectively in changing environment

• Strong analytical and problem solving skills; Ability and drive to measure impact of initiatives through metrics and analysis.

• Intermediate experience Microsoft Office suite - Excel, Word, PowerPoint and general database functionality.

Skills:

• Customer and Client Focus

• Interpret Relevant Laws, Rules, and Regulations

• Investigation Management

• Oral Communications

• Quality Assurance

• Critical Thinking

• Decision Making

• Influence

• Performance Management

• Relationship Building

• Analytical Thinking

• Collaboration

• Drives Engagement

• Innovative Thinking

• Problem Solving

1st shift (United States of America)