Operations Performance Manager II - Retail Fraud Services

Bank of America • Newark, NJ

3d • Onsite

About The Position

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 leading operational support across multiple locations/functions including a process/workstream. Key responsibilities include partner with senior management, evaluate current methods and develop strategies to achieve and exceed key operating metrics. Job expectations include leading key initiatives, translate strategy into real-time operational deployments and proactively identify/respond to risk issues, make balanced decisions across people, process and technology. Requires an in-depth knowledge of bank policies, programs and departments functional operations. The Operations Performance Manager II is responsible for driving out operational excellence across the contact center(s). Directly manages & guides the performance management of client facing contact center associates. Identifies strategies and solutions that are directly linked to organizational and business goals by establishing and maintaining partnerships with key business leaders, SMEs, and vendors to identify and drive performance improvement change. Will identify opportunities for improvement, conduct an analysis to determine root causes, propose solutions, scope out projects, implement solutions and assess impact. Solutions include process improvement or integration, leadership development, skill development and training. Oversees the execution of robust control reporting to monitor multiple facets of the operation. Requires a thorough knowledge of the department or business units functional area or products.

Requirements

• 2+ years of experience specific to Fraud handling process with these products are required
• M ust have robust knowledge of Fraud and Claims process for the key products of Check, Digital, Credit, Debit, Wires & Zelle/P2P
• 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

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

• Proactively leverage data, analysis and reporting to identify performance trend opportunities
• Strong leadership and communication skills, able to influence with impact across the organization
• Ensure rigorous reporting and inspection routines resulting in consistent operational execution
• Partner with performance execution teams to achieve & exceed prescribed operating goal targets
• Maintain clear line of sight on process controls & compliance reporting – interpret results into actionable remediation plans and partner with SL and BSMs to execute
• Champion and introduce new performance & operating strategies
• Create, author, and maintain operating “playbooks” in order to ensure consistent & compliant performance execution

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