Senior Operations Consultant - THIRD 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 and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates’ physical, emotional, and financial wellness through affordable, competitive and flexible benefits.

We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve.

Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs.

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 resolving day-to-day complex problems, researching, and executing on complex transactions for multiple sites or larger business unit(s). Key responsibilities include leading the design, development, and implementation of products, systems, processes, and services using discretion within the project management methodologies, with a focus on continuous improvement.
 

Responsibilities:

• Leads the design, development, and implementation of complex products, systems, and services in an operations environment using subject matter expertise

• Manages projects and direct activities of a team related to special initiatives

• Advises as a technical expert in assigned area by providing work direction, guidance, and training to employees and business partners on new complex initiatives

• Builds relationships with business partners across various Lines of Business

• Manages and defines responsibilities and accountabilities for key program and projects

Line of Business Job Description:

The Senior Operations Consultant job (SOC) is responsible for managing one or more major operations segments for a site within the bank's internal operations. Key responsibilities include monitoring service level performance, resolving complex problems (client escalations) related to fraud activities, ensuring compliance with policies, and identifying opportunities to improve both associate and client overall performance and operating efficiency. Job expectations include supervising day-to-day activities of employees such as executing transactions and performance

Line of Business Responsibilities:

• Monitoring overall performance of shift and management of the business.

• Associate coaching (1:1 with associates and creating action plans).

• Managing incoming mailbox volume (escalating fraud trends)

• Process overnight card requests

• Monitoring detection queues to clear out accounts or assist associates with accounts

• Peer coaching

• Review quality results to address performance with associates

• Procedure review and updates

• Conduct staff meetings

• If necessary, assist with calls to manage service levels

• Any other task that may need to be performed (specifically for overnight shifts).

• Need to be flexible with schedule as time may change due to coverage.​

Managerial Responsibilities:
This position may also have responsibilities for managing associates. At Bank of America, all managers at this level demonstrate the following responsibilities, in addition to those specific to the role, listed above.

• Opportunity & Inclusion Champion: Creates an inclusive team where members are treated fairly and respectfully.

• Manager of Process & Data: Demonstrates and expects process knowledge, data driven decisions, simplicity and continuous improvement.

• Enterprise Advocate & Communicator: Delivers clear and concise messages that motivate, convey the “why” and connects contributions to business results.

• Risk Manager: Leads and encourages the identification, escalation and resolution of potential risks.

• People Manager & Coach: Knows and develops team members through coaching and feedback.

• Financial Steward: Manages expenses and demonstrates an owner’s mindset.

• Enterprise Talent Leader: Recruits, on-boards and develops talent, and supports talent mobility for career growth.

• Driver of Business Outcomes: Delivers results through effective team management, structure, and routines.

Required Qualifications:

• ​+1 year of Commercial Fraud experience 

• +1 year of Call Center experience

• Proficient in Microsoft office applications (Excel, Outlook)

• Must be able to work OVERNIGHT 3RD SHIFT FROM 9PM - 5:30AM ARIZONA TIME ZONE TUESDAY - SATURDAY

Skills:

• Critical Thinking

• Customer and Client Focus

• Decision Making

• Problem Solving

• Risk Management

• Adaptability

• Attention to Detail

• Collaboration

• Issue Management

• Analytical Thinking

• Oral Communications

• Presentation Skills

​*** ROLE IS HYBRID ROLE WHICH WORKS FROM THE OFFICE 4 DAYS PER WEEK WITH 1 DAY WORK FROM HOME. ROLE IS OVERNIGHT 3RD SHIFT FROM 9PM - 530AM ARIZONA TIME ZONE TUESDAY - SATURDAY.
 

Shift:

Hours Per Week: