Operations Team Lead - 2nd Shift

Bank of America • College Park, MD

3d • Onsite

About The Position

At Bank of America, the Operations Team Lead oversees a small unit or section of internal operations, coordinating work and ensuring that deadlines, deliverables, and procedures are met. The role focuses on day-to-day problem resolution and transaction execution within an operations unit, with more than half of the time spent on production work. The position requires foundational operations knowledge and work experience in a specific product line, including familiarity with Account Reconcilement functions.

The Team Lead supports frontline associates’ professional development, provides functional guidance and feedback, organizes coverage of daily activities, and may coordinate workflow with site leadership. The role reviews procedures, supports process improvements and operational change, and maintains internal, operational, and financial controls within the business unit’s risk appetite. Unusual or more complex issues may be referred to a senior manager. The position reports to a Team Manager or Operations Manager and collaborates with the management team.

Requirements

• At least 2 years of experience working within banking operations.
• Intermediate written communication proficiency, including grammar and spelling, and verbal communication proficiency; the posting describes this as 1–3 years of experience.
• Comfort explaining processes related to servicing.
• Comfort with ongoing change and learning new technology and processes.
• Strong verbal and written communication skills 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, including knowledge of PC functions in a Windows-based environment and the ability to navigate multiple computer systems.
• Ability to work well both in a team environment and independently.
• Strong ownership skills and a strong, positive work ethic consistent with Bank of America’s Core Values.
• Flexibility and ability to adapt quickly to change.
• Ability to multitask and meet specific performance goals.
• Must be able to work 1:45 am to 8:15 pm Eastern Time.

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 the client.

Responsibilities

• Assist leaders with day-to-day tasks to support the team.
• Resolve day-to-day problems and execute deliverables within the business unit.
• Provide feedback to teammates and assist with training and functional expertise for projects or initiatives.
• Work individually with frontline associates to build their professional proficiency beyond standard training skills.
• Manage team workload and provide general oversight and direction; workflow may be assigned and managed in coordination with site leadership.
• 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.
• Maintain internal, operational, and financial controls and work within the business unit’s risk appetite.
• Review operations procedures, ensure adherence, implement changes, and identify process improvement opportunities.
• Focus on risk management, operational excellence, and process improvements.
• Handle exception items or unusual situations and refer more complex problems to a senior-level manager.
• Analyze and resolve client inquiries and provide a positive customer experience through creative solutions.

Benefits

• Bank of America describes its benefits as affordable, competitive, and flexible, and says it supports teammates’ physical, emotional, and financial wellness.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed