Ops Proficiency Coach I

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 supporting frontline associates in building skills beyond initial training. Key responsibilities include leading activities and demonstrations to cover onboarding topics within the set timeline. Job expectations include partnering with managers to design action plans that improve performance, and when not onboarding, focusing on coaching, training, and skill development for in-role associates.

Consumer Wealth Tax Operations, a department within NFRR Tax Credit Reporting Operations (NTCO), is responsible for multiple tax related functions to support Internal Revenue Service (IRS) and State regulatory required tax reporting and withholding payments, on behalf of consumer and wealth clients within Merrill, Private Bank, Retirement & Personal Wealth Solutions and Investment Solutions Group.
Works individually with front line associates to build their professional proficiency standard skills acquired in training. Prepares and organizes activities and demonstrations to ensure all planned topics are covered according to the onboarding timeline. Collaborates with the management team to design successful action plans that improve overall performance. May assign and manage workflow during onboarding and cross-training in coordination with leadership. Will conduct case and call reviews to assess proficiency. Responsible for improvements in associate confidence and speed to proficiency. When not onboarding, focus is on cross-training and new initiatives for in role associates, including coaching, training, and performing quality reviews. Supports unit conformity to prescribed standard work processes and reduction of variability in the unit. Supports leadership with operational routines. Requires knowledge of LOB specific functions, systems, and tools.

Primary Job Responsibility

·         Create educational content and facilitate training to manage on-boarding, cross training and updates to the Enterprise or FLU processes

·         Conduct case and call reviews for OJT employees; responsible for improvements in associate confidence and speed to proficiency

·         May assign and manage workflow during onboarding in coordination with leadership

·         Works individually with associates to build their professional proficiency beyond standard skills acquired in training

·         Prepare and organizes activities/demonstrations to ensure all planned topics are covered according to the onboarding timeline

·         Collaborate with the management team to design successful action plans that improve overall performance

·         Participates in EQA Rebuttal review sessions to identify breaks in the procedures

·         Review of defect packages and submission of rebuttals

·         Manage the phone chat to answer questions

·         Review and resolve complaint cases >30 days

·         Participate in SME Content Validation

·         Coach/Train in role associates and assess performance to help enhance skill set

·         Assist with FLU workflow (i.e., Process Year-End reports)

·         Actively participate in Enterprise or FLU process updates/initiatives

·         Supports leadership with operational routines

Responsibilities:

• Provides coaching and works individually with frontline associates to build their professional proficiency beyond standard skills acquired in training
• Walks the floor and joins group chats via Skype/Mattermost to assist associates with questions and escalations, as needed
• Supports site and team leaders with operational routines and supports unit business continuity on exception basis
• Works with Initiative & Platform management team on projects including technical solution development, Client Journey/Operational Excellence innovation, and operating model evolution
• Focuses on up-skilling and new initiatives for associates, including coaching, training, and assessing performance
• Monitors performance and behaviors of associates and communicates progress daily with business

Required Skills:

·         Strong verbal and written communication skills

·         Proficiency in PowerPoint and presentation skills

·         Comfortable with training and coaching to proficiency

·         Skilled in interpersonal and relationship building

·         Ability to assess opportunities/issues and escalate as appropriate

·         Able to leverage available resources to optimize performance

·         Enthusiastic, highly motivated self-started with a strong work ethic

·         2+ years of financial services experience

Desired Skills:

·         Knowledge of Consumer Tax processes

·         PowerPoint and Process Mapping skills

Skills:

• Attention to Detail
• Coaching
• Critical Thinking
• Fraud Management
• Interpret Relevant Laws, Rules, and Regulations
• Problem Solving
• Process Management
• Quality Assurance
• Research
• Risk Management
• Business Operations Management
• Customer and Client Focus
• Drives Engagement
• Result Orientation
• Written Communications

Minimum Education Requirement: High School Diploma / GED / Secondary School or equivalent

Shift:

Hours Per Week: