Vice President, Senior Relationship Manager, Global Markets Operations

Job Description:

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day.

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:

Seeking a client focused individual to join the OCRM (Operations Client Relationship Management).  Part of an OCRM team that is responsible for managing the Banks top Global Markets clients across Operations to ensure BofA are Top Tier ranked and driving the Banks strategy.

The role is cross product and straddles multiple asset classes, Lines of Business, and processes. The OCRM is responsible for ensuring that they manage the Operations senior relationship for BofA with these clients, conducts broker reviews, provides thought leadership and educational training to clients on specific industry topics, is present and known in the industry and is an ambassador for GMO at all times with our clients. The role also involves close partnership with business stakeholders to ensure alignment on client goals and deliveries as the team focus on rankings and wallet opportunities.

OCRM Responsibilities

• Resolution of operational escalations for Priority Clients
• Liaise with internal departments to ensure timely resolution of client escalations
• Partnership with client and internal stakeholders (Senior Heads of Operations, Senior Heads of SRM, Execution Desks, Sales, etc.) to measurably improve processes, automation, client efficiency, cost reduction, lower risk and enable more business
• Prepare presentation material for client meetings and senior management review & conduct client operations reviews
• Coordinate cross-product metrics: define requirements, understand client needs, understand current gaps, and continue to build peer analysis views, prioritize, and implement enhancements.
• Partner with GMO line teams to identify thematics across clients leveraging KPIs and key data points.
• Drive analytics and create dashboards that will allow team to proactively discuss themes and address root causes with clients and internal partners.
• Drive standardization of how BofA Operations are measuring feedback and driving improvements.
• Standardization of client packs, (leveraging GBS team to produce)

Cross-Product Client Coverage and Client Enablement

• Improve cross-product coverage so that client has a holistic and integrated experience pre and post trade (onboarding/KYC refresh/trade lifecycle management/offboarding)
• Identify themes for clients based on feedback (scorecard / meeting / ad-hoc); document what can be done to enhance the client experience - what is being done well and what can be improved.
• Utilize qualitative & quantitative feedback to create actionable plans around process and technology requirements.
• Act as key point of contact on Client Enablement working groups.

Requirements

• Client facing experience and ability to conduct discussions with Clients in a confident manner.
• Strong communication skills - comfortable in interfacing to clients and a cross-section of groups at various levels
• Proficient in Mandarin/Cantonese preferred, but not required.
• Ability to work under pressure in a team environment.
• Ability to liaise with all levels of the firm and people with different experiences and backgrounds.
• Self-motivated and able to work unsupervised. Candidate will be able to prioritize, manage own time and know when to escalate.

Other Qualifications:

• Strives to bring new thoughts and ideas to teams in order to drive innovation and unique solutions
• Excels in working among diverse viewpoints to determine the best path forward
• Experience in connecting with a diverse set of clients to understand future business needs – is a continuous learner
• Commitment to challenging the status quo and promoting positive change.
• Participate in and drive collaborative efforts to advance tools, technology, and ways of working to better serve an evolving client base
• Believes in value of diversity so we can reflect, connect and meet the diverse needs of our clients and employees around the world