Senior Operations Manager

Job Description:

About Us

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!

Global Business Services

Global Business Services delivers Technology and Operations capabilities to Lines of Business and Staff Support Functions of Bank of America through a centrally managed, globally integrated delivery model and globally resilient operations.

Global Business Services is recognized for flawless execution, sound risk management, operational resiliency, operational excellence and innovation.

In India, we are present in five locations and operate as BA Continuum India Private Limited (BACI), a non-banking subsidiary of Bank of America Corporation and the operating company for India operations of Global Business Services.

Process Overview

• The Fraud Prevention and Detection team is responsible for fraud prevention & detection (FP&D) across multiple financial products. The team services multiple products – checks & deposits, credit, debit cards, digital transactions and new accounts – and is also responsible for process support activities like account closure and loss booking. The FPD team in GBS is spread across Gurugram, Mumbai and Hyderabad.

Incumbent will be responsible for BAU delivery People management and driving employee satisfaction Driving a culture of continuous improvement and demonstrate results Developing and maintaining a strong working relationship with key stakeholders across LoB and GBS Identifying and leading key transformational projects in line with enterprise and business priorities Resolves broad operational issues and coordinates activities and processes within line of business/operations segments. Accurately forecasting and managing headcount.

Job Description

Responsible for leading specific operations segment(s) within FP&D at GBS with band 7 and/or 6 people managers as their direct team. Oversees daily activities ensuring adherence to KPIs, quality standards, procedures, regulatory requirements and forecasted staffing levels. In addition to the business requirements, the person will be responsible for mentoring team managers and driving employee satisfaction.

Responsibilities

Incumbent will be responsible for BAU delivery People management and driving employee satisfaction Driving a culture of continuous improvement and demonstrate results Developing and maintaining a strong working relationship with key stakeholders across LoB and GBS Identifying and leading key transformational projects in line with enterprise and business priorities Resolves broad operational issues and coordinates activities and processes within line of business/operations segments. Accurately forecasting and managing headcount

Requirements

Education:- Any Graduate

Experience Range:- 15+ Years

Foundational skills:-

Knowledge of fraud and claims lifecycle

Strong interpersonal skills required to interact with a broad range of stakeholders

Ability to gain a solid understanding of various operations and support functions and consult/influence leaders on business opportunities

Proven history of applying critical thinking to drive change

Must have sound knowledge and experience in driving key business and enterprise priorities.

 Must be flexible & adaptable; multi-tasker.

Thinks strategically  - ability to understand the big picture

Possesses excellent verbal and written communication skills

Strong analytical ability - Able to think outside of the box

Ability to effectively collaborate with others in different teams and locations.

Proven ability to manage competing needs and drive to quality despite changing priorities and tight deadlines

Performance Manager who motivates and develops the team with regular two-way feedback.

Excellent written and verbal communication.

Desired skills

Experience in leading highly regulated businesses.

Work Timings

12:30 PM- 09-30 PM

Job Location

Chennai