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Operations Control Manager - Consumer AML Operations KYC Call Center

Addison, Texas

Job Description:


One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. We’re devoted to being a diverse and inclusive workplace for everyone. We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being. 
Bank of America believes both in the importance of working together and offering flexibility to our employees. We use a multi-faceted approach for flexibility, depending on the various roles in our organization. 
Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference. Join us!

Job Description

Manages team of individuals supporting the performance of the Know Your Customer Contact Center.  This support includes project support, associate engagement planning and execution, coordinating leadership routines, managing new hire and ongoing training, communication support, requisition coordination, managing front line production, and managing proficiency coach support.  This role includes performance data review and presentation.  Supports the coordination of procedure content validation and updates.  Works with multiple business partners such as legal-risk-compliance, initiatives team, business enablement, and business controls to mitigate risk and ensure contact center adherence to procedures. Good understanding of reporting and analytics and the ability to leverage scorecards to motivate overall Call Center performance.

Required Skills:

  • 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.


1st shift (United States of America)

Hours Per Week: 


Learn more about this role

Full time


Manages People: Yes

Travel: No

Street Address

Primary Location:
16001 N DALLAS PKWY, TX, Addison, 75001