Operations Support Lead III

Bank of America • Fort Worth, TX

4d • 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! Enterprise Job Description: This job is responsible for supporting the business in meeting operational goals by performing a wide array of functions and assisting managers to ensure employees are ready to serve clients. Key responsibilities include creating, analyzing, and automating business reporting to identify risks and trends, administering bank or LOB programs/policies/procedures, remediating complex system issues, and provisioning employees with the tools necessary to assist clients. Job expectations include strong working knowledge of the business unit’s operations and keen risk management focus. Enterprise Responsibilities: Provides employees with the tools needed to assist clients while resolving toxic access scenarios (may include equipment, system access, skilling, etc.) Remediates complex system issues escalated by Business Support Lead II's Designs and maintains SharePoint, creating workflows to simplify processes Assists operations with performance analysis to address outliers Partners with technology and platform engineering to test system impacts of planned updates Enterprise Skills: Access and Identity Management Critical Thinking Problem Solving Research Technical Troubleshooting Adaptability Attention to Detail Business Operations Management Influence Prioritization Administrative Services Business Acumen Planning Reporting Written Communications LOB Job Description: The Consumer At-Risk Persons Operations Support Lead III is responsible for supporting ARP managers in a leadership capacity of the day-to-day management of ARP Investigators, RAs, and Reporters. LOB Responsibilities: Responsibilities include but are not limited to: Entering time adjustments into IEX/MOC Pipeline/queue management, assigning cases Review pending actions to ensure timely resolution Coordinate employee engagement events Call listening Reviewing and mediating complaint submissions Quality defect coaching Onboarding new hires Collaborating on procedure updates, training materials, and communications Support implementation of operational excellence Review and approve account closure requests Handle call/case escalations Manage system access requests

Requirements

• 1+ years of current Client Protection At-Risk Persons Investigations experience
• Possess strong analytical and organizational skills and demonstrates the ability to solve complex problems by reviewing related information.
• Multi-task, including researching information through multiple systems, to make judgmental decisions based on the data reviewed.
• Demonstrate a strong sense of urgency and can work in a fast-paced, ever-changing environment with a strong focus on risk mitigation and client experience
• Manage time and capacity
• Ability to learn and adapt to new information
• Handle case & call escalations, including complaint management as applicable
• Adapt to a fast paced/changing environment; flexible to balance multiple needs and competing priorities; and comfortable working with ambiguity.
• Maintain risk focus, sound judgment, and ability to make meaningful decisions.
• Exhibit critical thinking, high energy, and intellectual curiosity.
• Ability to maintain absolute discretion and confidentiality as applicable
• Organized with the ability to meet deadlines and handle multiple priorities with a sense of urgency.
• Demonstrate excellent interpersonal, leadership and oral/written communication skills.
• Ability to work both independently and in a team environment with a focus on high quality execution.

Nice To Haves

• Proven strong analytical and communication skills
• Experience with Tableau reporting
• Bachelor’s degree in a related field or equivalent work experience is preferred.
• 5+ years’ experience conducting investigations, preferably in the area of financial crimes, At-Risk Persons, fraud, or the financial industry
• In depth knowledge and experience with Consumer products and services, and applicable compliance rules and regulations
• Interaction with Front/Second Line Units & Customers/Clients
• Excellent Time Management skills / ability to pivot direction
• Risk Mindset - identifies gaps, provides solutions, acts with sense of urgency
• Demonstrated personal commitment and drive to succeed, able to self-motivate

Responsibilities

• Entering time adjustments into IEX/MOC
• Pipeline/queue management, assigning cases
• Review pending actions to ensure timely resolution
• Coordinate employee engagement events
• Call listening
• Reviewing and mediating complaint submissions
• Quality defect coaching
• Onboarding new hires
• Collaborating on procedure updates, training materials, and communications
• Support implementation of operational excellence
• Review and approve account closure requests
• Handle call/case escalations
• Manage system access requests
• Provides employees with the tools needed to assist clients while resolving toxic access scenarios (may include equipment, system access, skilling, etc.)
• Remediates complex system issues escalated by Business Support Lead II's
• Designs and maintains SharePoint, creating workflows to simplify processes
• Assists operations with performance analysis to address outliers
• Partners with technology and platform engineering to test system impacts of planned updates

Benefits

• Bank of America is committed to help employees through the transition period when they’re displaced as a result of a workforce reduction, realignment or similar measure.
• Pay Transparency - https://careers.bankofamerica.com/en-us/pay-transparency
• Privacy Statement - https://careers.bankofamerica.com/en-us/privacy-notice

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level