Operations Team Lead - 2nd Shift

Bank of America•College Park, MD

19h•Onsite

About The Position

At Bank of America, the Operations Team Lead oversees a small Operations unit, ensuring deadlines are met and tasks are executed and coordinated. The role supports continuous business improvement, reviews and updates procedures, ensures adherence to operational processes, guides employees, handles exception requests, and refers more complex issues to a senior manager. It requires foundational operations knowledge and familiarity with a specific product line. This is an entry-level operations supervisory position reporting to a Team Manager or Operations Manager. It is an individual-contributor role that directs a small section of internal operations and involves frequent, immediate participation in unit activities and day-to-day transaction and problem resolution. More than 50% of the time is spent on production work. The role may provide input on people decisions, such as salary planning, performance management, and hiring or firing. The position typically calls for 1–2 years of Operations experience and no prior management experience. In the Account Reconcilement function, the Team Lead works with frontline associates to develop their proficiency, organizes activities to ensure daily functions are covered, collaborates with management, identifies change opportunities, and may assign and manage workflow with site leadership. The position focuses on risk management, operational excellence, and process improvement. The required schedule is 11:45 a.m. to 8:15 p.m. Eastern Time, 40 hours per week. Bank of America describes its work culture as in-office, with flexibility based on role responsibilities and business needs.

Requirements

At least 2 years of experience working within banking operations.
Intermediate written and verbal communication proficiency, including grammar and spelling, corresponding to 1–3 years of experience.
Comfort explaining processes in a servicing context.
Comfort with ongoing change and learning new technology and processes.
Strong verbal and written communication and effective interpersonal skills.
Ability to analyze and resolve client inquiries.
Ability to provide a positive customer experience through creative solutions.
At least intermediate computer skills.
Ability to work well both in a team and independently.
Strong ownership skills and a strong, positive work ethic.
Ability to follow Bank of America’s Core Values.
Flexibility and ability to adapt quickly to change.
Ability to multitask and meet specific performance goals.
Knowledge of PC functions in a Windows-based environment.
Ability to navigate multiple computer systems.
Ability to work 11:45 a.m. to 8:15 p.m. Eastern Time.
Foundational operations knowledge and work experience in a specific product line.

Nice To Haves

1–3 years of knowledge of the QWS3270 system and Content Navigator.
1–3 years of experience in the banking or financial industry.
1–3 years of experience delivering for clients.

Responsibilities

Assist leaders with day-to-day tasks that support the team.
Resolve day-to-day problems and execute deliverables within the business unit.
Provide teammate feedback, training, and functional expertise for business-unit projects and initiatives.
Manage team workload and provide general oversight and direction.
Maintain internal, operational, and financial controls and operate within the business unit’s risk appetite.
Review processes for efficiency and implement process improvements.
Work individually with frontline associates to build professional proficiency beyond standard training.
Prepare and organize activities and ensure Account Reconcilement daily functions are covered.
Collaborate with the management team.
Identify ideas for change and discuss them with managers and team members.
May assign and manage workflow in coordination with site leadership.
Review operations procedures, implement changes, and ensure procedures are followed.
Handle exception items or unusual situations and refer more complex problems to a senior-level manager.
Focus on risk management, operational excellence, and process improvements.