Transaction Management Ops Team Lead

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 day-to day transaction processing operations function, and ensuring the team executes operations tasks with accuracy, timeliness and quality service. Key responsibilities include employee training, coaching, addressing employee inquiries, escalations, approvals, and team supervision ensuring accurate process execution. Job expectations include maintaining service quality, accuracy and escalating issues to management, as needed.

Responsibilities:

Manages team workflow across various systems and provides process oversight and direction for accurate and timely completion of deliverables

Provides day-to-day training and coaching to team while addressing employee inquiries and escalations

Monitors team service levels, volume, performance metric reporting, escalating concerns where appropriate

Conducts quality assurance reviews and provides routine supervisory manager approvals

Researches complex operational and client requests, issues, and escalations to identify root cause and assist with remediation efforts and solutions

Reviews processes to ensure effectiveness, and recommending process improvement and risk mitigation opportunities to senior management

Supports risk management and audit processes, including identification of issues, development of mitigation strategies, and exam preparation

Line of Business Job Description and Role Responsibilities:

​​Wealth Management Operations provides end-to-end operational support that drives the client experience for Wealth Management advisory partners and their clients. Within WMO, Banking & Personal Retirement Operations provides support for Merrill and Private Bank accounts and transactions. The Perform Bookkeeping and Deposit Checks for Merrill Clients team supports the deposit of checks into Merrill brokerage accounts, the opening and sorting of mail that may contain a check, and the validation of financial transactions for Merrill brokerage accounts.

A successful Transaction Management Operations Team Lead on this team:​

Possesses and maintains a full understanding of the end-to-end process for the team including but not limited to understanding the client experience, the products, the process flow, the systems, the control points, the risks, and the metric targets. Serves as the first line of support for Account Management Representatives and Operations Analysts with training, answering questions, escalations or obstacles when executing the process. Coaches and supports Account Management Representatives and Operations Analysts as needed to drive team and individual performance goals. Serves and the manager's back up, proxy and partner in creating an inclusive and engaged team. Builds rapport and effective relationships with all team members, manager and all partners needed to resolve issues within the process or gain approval for exceptions. Adapts and helps team members adapt to ever changing products and services Complies with all Bank of America policies.

Required Skills:

• Must have excellent written and verbal communication skills
• Exceptional attention to detail and the ability to hold others accountable without direct supervision.
• Flexibility with ability to handle a variety of tasks and projects independently.
• Ability to handle multiple deliverables for either daily processing and/or expanded strategic initiatives
• Advanced Excel and Microsoft Word skills
• An understanding of technology and the ability to incorporate that understanding into process improvements
• Intellectually curious with a mindset focused on deep understanding of business processes supported​

Skills:

• Attention to Detail
• Customer and Client Focus
• Oral Communications
• Prioritization
• Problem Solving
• Written Communications
• Account Management
• Analytical Thinking
• Coaching
• Mentoring
• Research
• Result Orientation

Shift:

Hours Per Week: