Operations Proficiency Coach I

Bank of America•Tampa, FL

22h

About The Position

This role supports Estate Servicing Operations frontline associates in developing skills beyond their initial training. The coach leads onboarding activities and demonstrations within established timelines, partners with managers to develop action plans that improve performance, and, outside onboarding, focuses on coaching, training, and skill development for associates already in role. The position also assists associates with questions and escalations, supports operational routines and business continuity on an exception basis, and collaborates with Initiative & Platform management on projects involving technical solutions, Client Journey and Operational Excellence innovation, and operating model evolution. The coach monitors associate performance and behaviors and communicates progress to the business daily. The schedule is first shift, Monday through Friday, for 40 hours per week. Bank of America maintains an in-office culture, though internal employees currently working from home may apply; selected employees may be required to work onsite in accordance with the 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 ESO processes or functions, bank policies, and regulations.
Ability to deliver effective, 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 with 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 organize workflow effectively.
Ability to influence behavior through persuasion and positive reinforcement.
Excellent written and verbal communication skills.
Excellent attention to detail, self-motivation, and ability to work with a high degree of independence.
Proficiency with Microsoft Word, Excel, and PowerPoint, as well as 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 support unit business continuity on an exception basis.
Work with the Initiative & Platform management team on projects, including technical solution development, Client Journey and Operational Excellence innovation, and operating model evolution.
Support associate up-skilling and new initiatives through coaching, training, and performance assessment.
Monitor associate performance and behaviors and communicate progress daily with the business.