Operations Proficiency Coach I

Bank of America•Tampa, FL

About The Position

This role supports Estate Servicing Operations frontline associates in developing skills beyond their initial training. The coach leads activities and demonstrations to cover onboarding topics within established timelines, partners with managers to create action plans that improve performance, and focuses on coaching, training, and skill development for associates already in role when not onboarding new associates. The position may involve working onsite in accordance with Bank of America’s workplace excellence policy.

Requirements

At least 12 months of experience in a relevant role within Estate Servicing Operations.
Thorough knowledge of Estate Servicing and/or the ESO process or function, bank policies, and regulations.
Ability to deliver effective and engaging presentations to diverse audiences, both virtually and in person.
Ability to identify, measure, monitor, and control risk as part of daily business activities, with a focus on specific risk types.
Experience and knowledge of line-of-business systems and tools needed to assess and improve performance.
Strong collaboration and partnering skills, including the ability to work across functions and with partners.
Ability to prioritize tasks, manage multiple responsibilities, and effectively organize workflow.
Ability to influence behavior through persuasion and positive reinforcement.
Excellent written and verbal communication skills.
Excellent attention to detail, self-motivation, and the ability to work with a high degree of independence.
Proficiency with Microsoft Word, Excel, and PowerPoint, and with technology used to facilitate meetings and share documents with leaders and partners, including Telepresence, Webex, and SharePoint.
High school diploma, GED, secondary school qualification, or equivalent.

Responsibilities

Coach frontline associates individually to build professional proficiency beyond the standard skills acquired in training.
Walk the floor and join group chats via Teams to assist associates with questions and escalations as needed.
Support site and team leaders with operational routines and, on an exception basis, support unit business continuity.
Work with the Initiative & Platform management team on projects, including technical solution development, Client Journey and Operational Excellence innovation, and operating model evolution.
Focus on associate upskilling and new initiatives through coaching, training, and performance assessment.
Monitor associate performance and behaviors and communicate progress daily with the business.
Lead activities and demonstrations covering onboarding topics within the set timeline.
Partner with managers to design action plans that improve performance.