Operations Performance Manager II - Client Services
Bank of America•Scranton, PA
•Onsite
About The Position
This job is responsible for leading operational support across multiple locations/functions including a process/workstream. Key responsibilities include partnering with senior management, evaluating current methods, and developing strategies to achieve and exceed key operating metrics. Job expectations include leading key initiatives, translating strategy into real-time operational deployments, and proactively identifying/responding to risk issues, making balanced decisions across people, process and technology.
Requirements
- 2+ years of Performance Management experience including handling processes with Home Loan products (Main, Bankruptcy Plus, Business Partner Plus, ULOC)
- Must have robust knowledge of Home Loans process and products
- Ability to work in fast paced environment with several competing priorities
- Advanced Excel (Pivot Table & V-Lookup) and PowerPoint proficiency (Creating executive presentation)
- Ability to analyze data and trends to support performance enablement
- Strong interpersonal and relationship building/managing skills
- Ability to balance multiple needs, requests and goals
- Outstanding communication and presentation skills (verbal and written)
- Ability to effectively coach team managers, gain followership through influence and drive positive results
- Must have robust knowledge of queue management and WFM processes
- Must have robust knowledge of Client Services Scorecards
Nice To Haves
- Project Management
- Comfortable working with ambiguity and rapidly changing priorities
- Experience in Change Management, HR, Finance, Communications, Business Controls or Operations
- Ability to effectively interact with all levels of management
- Previous experience managing in a contact center environment
- SharePoint and/or Discovery design
- Working knowledge of UCRA, CAST, and other change management tools
Responsibilities
- Leverages data, analysis and reporting proactively to identify performance trend opportunities
- Demonstrates strong leadership and communication skills with the ability to influence with impact across the organization
- Ensures rigorous reporting and inspection routines resulting in consistent operational execution
- Partners with performance execution teams to achieve & exceed prescribed operating goal targets
- Maintains clear line of sight on process controls & compliance reporting, interprets results into actionable remediation plans and partnering with SL and BSMs to execute
- Champions and introduces new performance & operating strategies
- Creates, authors, and maintains operating “playbooks” in order to ensure consistent & compliant performance execution
Benefits
- Access to paid time off
- Resources and support to our employees
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
