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:

​Team Lead for team of associates that handle both Margin and LMA/MLHL MLSN phone calls as well as ASAPs for the Margin, LMA, Home Loans, Derivatives, and MLBTC products. Acts as a liaison between the Supervisor and the Associates while also assisting the Supervisor with all administrative and reporting duties. Responsibilities include monitoring the quality and timeliness of all service requests received, assessing Associates technical performance through phone call monitoring, and ensuring team members are up to date regarding new products, services, and procedures. Participates in special projects and assignments as needed. Reviews and approves escalated ASAPs as well as assist with escalated service request. Assists with call volume on MLSN lines during high call volume periods. Pro-actively monitors the day-to-day processing of the unit and ensuring compliance with firm and regulatory policies.

Required Skills:

• 1+ years of experience in Wealth Management Services, Wealth Management Operations, or a similar operations or servicing role at a Broker Dealer
• 1+ years of experience with lending/loan operations, servicing, compliance, risk, or product management
• Demonstrates strong interpersonal skills
• Strong metric reporting and analytical problem solving skills
• Track record for building strong partnerships both in and outside of line of business
• Demonstrated time management and organizational skills
• Ability to multi-task, set goals/prioritized and meet deliverables
• Ability to communicate issues/concerns and recommend corrective course of action

Desired Skills:

• College degree preferred

• Prior leadership experience
• Familiarity with Regulation-T, FINRA 4210, and Regulation-U
• Knowledge of Merrill Lynch Policies and Procedures relating to Securities-Based Loan products
• Candidate should be familiar with various back office retail systems and proficient using MS Office

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: