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 process involves working claims on behalf of consumer Debit card holders.  The team works on the Debit card transactions which were disputed by BOA customer; setting-up the claims, providing TSP, applicable Fees remediation, indexing of documents received from Merchants/Customers and completing all possible recovery & exception processes, research and decisioning. This work does not involve interface with the customer.

Job Description*

The incumbent will be responsible to manage a functional span of approx. 100 -125 members with 5 to 7  frontline managers and is expected to establish a positive team environment, drive ownership and accountability, enable direct/indirect teams to become high performing/highly productive teams, drive high level of engagement, lead and mentor continuous improvement and risk-control mindset through opportunity identification and seek stakeholder buy-in and enable positive business delivery and strong people management and stakeholder management skills. The individual needs to also have a strong understanding of organization policies, processes, guidelines, and applicable regulatory requirements.

Responsibilities*

• People management - manage a functional span of approx. 100 -125 members with 5 to 7 frontline managers.
• Adherence to the SLA’s – productivity, turn-around-time, and accuracy.
• Engage in improving processes through reengineering, system checks, process automation
• Ensure timely and accurate dissemination of information to relevant stakeholders
• Should be capable of formulating innovative solutions and have the drive to enforce change.
• Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction
• Understanding of Consumer product regulation and laws
• Effective communication with various business partners and stakeholders
• Making recommendations for process improvements, demonstrating regular audits and necessary amendments
• Hold regular team meetings with Team Members to ensure that there is constant flow of information and knowledge dissemination –query logs, issue resolution
• Develop & implement Forecasting & Staffing Model
• Guide & assist Manager and FLM’s in people & operation management.
• Performance Management of the team
• Drive Opex Mindset – Continuous Improvement

Requirements*

Education*

Graduate (any stream) 

Experience Range*

      10 to 12 years of People Manager Experience

       15+ years of overall experience in Bank end/BPO environment

 Foundational skills*

• Proficient MS Excel  and MS Powerpoint
• People Management Skills – Managing minimum team size of 120-140 associates & FLM’s
• Industry – BFSI/Consumer & Retail Banking background
• Dynamic, high energy, strong work ethic, willing to take on new initiatives some of which may initially lack definition
• Ability to think laterally and identify several possible solutions to problems
• Able to excel and influence in a cross-functional team structure
• Excellent written and verbal communication skills are necessary as the position requires global correspondence and communication with associates throughout the Bank of America footprint
• Driven to learn and develop new skills
• Self-motivated and independent having an excellent control mindset
• Ability to effectively manage multiple priorities and deliver as well as being able to adapt to changes
• Able to work in a fast paced, deadline oriented environment
• High level of ownership and attention to detail
• Ability to apply sound judgment, provide effective challenge and display confidence to challenge

Desired skills:

• Strong Interpersonal skills, as the role needs working very closely with LOB stakeholders
• A high degree of confidence and ability to interact with senior executives and other control partners 
• To ensure consistent delivery on Business metrics along with other new responsibilities and setting higher standards of self and Team performance 
• Involve in day to day operations and ensure delivery on SLA/KPIs 
• Ability to identify opportunities to simplify and improve the end to end process 
• Excellent organization, written and verbal communication and facilitation skills 
• Ability to work in a high pressure and fast changing environment. 
• Self-motivated and analytical 
• Adaptable to new systems and environments 
• Highly efficient with the ability to juggle multiple high priority activities concurrently.

Work Timings*

• 7.30 am to 10.00 pm (IST) any 9 Hrs. - Flexible Timing based on business requirement.

Job Location*

• Chennai