Operations Manager – Global Bulk Service Support

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.

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

The Global Bulk Client Services Manager is responsible for client enquiries, post transactional investigations, meets intra-day deadlines, completes end of day functions, ad hoc business partner/client requests and represents operations on client implementations/enhancements to services offered on the platform. Global Bulk Investigation is captured on the Global Bulk Payment System & services large Corporate, Commercial and Business Banking clients.

Hours of operation range from 7:00 a.m. to 5:00 p.m. EST daily; however, shift hours are subject to change as business needs arise to ensure sufficient coverage in support of client or bank requirements. The Operations Manager will report to Canada Global Banking Operations, Group Operations Manager.  

Responsibilities

• Management responsibility of the Global Bulk Service Support team

• Ensure adherence to all key control functions, rules and regulations related to transactions processed within team

• Oversee the day-to-day operations effectively managing all work flows supporting production activities

• Set direction for team managed making sound decisions that may impact processing, client outcome or associates

• Adhere to all deadlines

• Performance Management

• Partner effectively with business partners and support groups

• Complete managerial reporting requirements including any ad-hoc requests for information

• Support projects and initiatives ensuring operational readiness to support any changes or new products with understanding of E2E process and controls Execute other control related duties/functions as assigned to department

Qualifications

• Five plus years work experience managing client facing service and support team within operations   

• Strong leadership with proven track record exercising strong problem solving skills and risk mindset

• Strong ability to influence and drive results through collaboration within a team and across multiple groups

• Strong ability to identify process improvements and implement solutions in a timely manner overcoming roadblocks with appropriate controls

• Ability to work in fast paced environment supporting multiple demands with ability to pivot priorities

• Strong ability to identify gaps and risks within processes 

• Experience working with high profile clients with variance in complexity & business partners to provide solutions to investigations that impact client outcomes or associates with knowledge of Foreign exchange payments                                                                                              

• Strong written & verbal communication skills with ability to work with all levels of management 

• Experience handling initiatives and projects with proven results

• Strong MS office and presentation skills

• Post-secondary education preferred or comparable work experience

• Understanding of Payments Canada & International clearing rules an asset

• Availability to adjust working hours based on work demand including weekends, as required to support user acceptance testing schedules or production check out activities to support operations

Desired Qualifications

• Strives to bring new thoughts and ideas to teams 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 way of working to better serve an evolving client base

Skills

• Process/Operational Excellence, Improvement and Execution

• Project/Program Planning & Execution

• Reconcilement/Regulatory Reporting

• Research and Adjustments

• Operational Risk/Business Controls

• Process Design and Development 

What Bank of America Offers

Bank of America embodies a culture that extends from how we think, to how we behave, and to how we measure performance. By achieving excellence - in everything we do, every time we do it - we deliver the full value of Bank of America for our clients, our shareholders and our employees.

Bank of America places a high value on talent and on maintaining a culture defined by meritocracy. For these reasons, it is deeply committed to professional development, opportunity and accountability at all levels of the organization.

Bank of America is an Equal Opportunity Employer.

Bank of America encourages applications from all qualified individuals. Applicants with disabilities may notify us of any accommodations needed to support your participation in the recruitment process. We wish to thank all applicants for their interest and effort in applying. Please be aware that only candidates selected for interviews will be contacted for this position.