Operations Team Lead - 1st Shift

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. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day.

Being a Great Place to Work is core to how we drive Responsible Growth. This includes our commitment to being an inclusive workplace, attracting and developing exceptional talent, supporting our teammates’ physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve.

Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations.

At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

Job Description:
This job is responsible for overseeing the Operations team and ensuring they meet deadlines, execute, and coordinate tasks. Key responsibilities include supporting continuous business improvements, reviewing operations procedures, implementing changes, ensuring adherence to operations procedures, providing guidance to employees, handling exception requests, and referring more complex problems to a senior manager. Job expectations include having an awareness of foundational operations and familiarity in a specific product line.

Line of Business Job Description:

Summary:

The overall responsibility of a Team Leader for the Retail Loan Check Processing team is to lead, manage, mentor, and coach a team of specialists responsible for processing consumer retail payment transactions, such as Home loan, Consumer and Small Business, Dealer Finance and Safe box payments.  The lead’s goal is to provide the guidance, direction, tools and support necessary to deliver operational excellence to our clients. Major responsibilities include, but are not limited to: 

Business Performance- 70% 

• Oversees a section of the company's internal operations with a team of 8-12 employees, provides guidance to staff and direct the flow of work to ensure various SLA's are met daily.

• Responsibilities focus and appropriate decision on the day-to-day resolution of problems and execution of transactions within specific time frames requiring immediate and frequent involvement with team and also business partners.

• Understand and manage overtime expenses. 

• Accountable for and reports on service metrics on a weekly and monthly basis. 

• Drive customer delight activities focused on identification and reduction of customer defect errors.   

• Understand all operational risks and ensure preventative / remediating steps are implemented to meet all regulatory and internal SLA’s. 

• Reviews operations procedures and implements changes and ensures the adherence to operations procedures by the team.

Developing People- 25% 

• Act as a champion for the customer and instills customer focus in all employees.

• May provide input into key people decisions (Performance management, hiring/firing, etc.).

• Determines staffing based on volume and ensures team is efficient and quality focused.

• Other key responsibilities will include motivating, coaching, and developing associates to achieve optimal performance results.

• Performs as a backup to direct manager, leads project work, and continually utilizes independent judgment.

• Must be able to openly accept coaching in order to grow and develop.

• Develop and retain staff; actively lead performance activities; celebrate accomplishments and recognize contributions; engage colleagues and staff in a shared vision; drive change; foster collaboration among groups. 

• Ensure all processes are documented, procedures are available, and training provided to all employees to ensure all employees have the tools and resources necessary to be successful. 

Projects- 5% 

• Participate, when appropriate, in complex-wide projects/initiatives to ensure the accurate, timely and on-budget delivery in accordance with RLCP goals and objectives. 

• Identify opportunities for process improvements and improved standardization including assessing operational process efficiencies in relation to current RLCP procedures and ensuring best practices are implemented.   

Work Schedule: Sunday- Monday 5:30am-2pm, Tuesday - Thursday 10am-6:30pm

Responsibilities:

• Resolves day-to-day problems and executes deliverables within the business unit

• Provides functional expertise knowledge to projects or initiatives relating to the business unit

• Manages team workload and provides general oversight and direction to team

• Maintains internal, operational, and financial controls and works within risk appetite of the business unit

• Reviews processes to ensure they are efficient and implements process improvement opportunities

Required Qualifications:

• Work schedule Sunday- Monday 5:30am-2pm Tuesday - Thursday 10am-6:30pm

• Typically has 3 years Operations experience.

• Experience with Microsoft Office applications.

• Excel

• Critical thinking skills and ability to make quick decisions.

• Available for OT as needed. 

• Strong business partnering and relationship management skills. 

• Excellent verbal and written communication skills  

• Ability to manage and prioritize workloads in a dynamic changing environment. 

• Ability to work independently, as well as within a team.

• Recent leadership and coaching experience 

• Strong analytical, organizational, and problem-solving skills including attention to detail. 

• People oriented, adaptable to change able to prioritize tasks, and ability to work as a team player in a fast-paced environment Coaching ability – ability to coach and answer questions for less experience associates. 

• Ability to complete tasks or assignments with minimal supervision or oversight.

• Excellent critical thinking skills

• Detail oriented with ability to multi-task, excellent time management.

• Sound decision making skills.

• Meeting facilitation skills 

• Ability to understand departmentally policy and procedures.

• Proven ability to engage with and influence others.

• Proven ability to work collaboratively on a team and with key partners.

Desired Qualifications:

• Goal and results oriented.

• Strong follow- through skills.

• Analytical, problem-solving skills.

• Ability to execute independently.

Skills:

• Attention to Detail

• Collaboration

• Customer Service Management

• Customer and Client Focus

• Fraud Management

• Active Listening

• Administrative Services

• Business Operations Management

• Data Collection and Entry

• Quality Assurance

• Client Management

• Coaching

• Performance Management

Shift:

Hours Per Week: