Ops Proficiency Coach I

Bank of America•Phoenix, AZ

4d•Onsite

About The Position

At Bank of America, this role supports frontline associates in developing skills beyond initial training. The coach organizes and facilitates onboarding activities and demonstrations within a defined timeline, partners with managers on action plans to improve performance, and provides coaching, training, cross-training, and skill development for associates already in role. The position may coordinate workflow during onboarding and cross-training and conducts case and call reviews to assess proficiency, improve associate confidence, and accelerate time to proficiency. The role is part of Consumer Wealth Tax Operations within NFRR Tax Credit Reporting Operations (NTCO). The department performs tax-related functions supporting IRS and state regulatory tax reporting and withholding payments for consumer and wealth clients across Merrill, Private Bank, Retirement & Personal Wealth Solutions, and Investment Solutions Group. The coach also supports standard work processes, reduces operational variability, assists leadership with routines, and contributes to process updates and initiatives. Bank of America describes an in-office culture, with role-specific flexibility based on responsibilities and business needs.

Requirements

Strong verbal and written communication skills.
Proficiency in PowerPoint and presentation skills.
Comfortable training and coaching associates to proficiency.
Interpersonal and relationship-building skills.
Ability to assess opportunities and issues and escalate as appropriate.
Ability to leverage available resources to optimize performance.
Enthusiastic, highly motivated self-starter with a strong work ethic.
At least 2 years of financial services experience.
High school diploma, GED, secondary school qualification, or equivalent.

Nice To Haves

Knowledge of Consumer Tax processes.
PowerPoint and process-mapping skills.

Responsibilities

Create educational content and facilitate training for onboarding, cross-training, and updates to Enterprise or FLU processes.
Conduct case and call reviews for on-the-job training employees and help improve associate confidence and speed to proficiency.
Coordinate and, when assigned, manage workflow during onboarding and cross-training with leadership.
Work individually with frontline associates to build professional proficiency beyond the skills acquired in standard training.
Prepare and organize activities and demonstrations so planned topics are covered according to the onboarding timeline.
Collaborate with the management team to develop action plans that improve overall performance.
Participate in EQA rebuttal review sessions to identify procedural breaks.
Review defect packages and submit rebuttals.
Manage the phone chat and answer questions.
Review and resolve complaint cases older than 30 days.
Participate in SME content validation.
Coach and train in-role associates, assess performance, and help enhance their skill sets.
Assist with FLU workflow, including processing year-end reports.
Participate in Enterprise or FLU process updates and initiatives.
Support leadership with operational routines and unit business continuity on an exception basis.
Walk the floor and join group chats via Skype or Mattermost to assist associates with questions and escalations as needed.
Work with Initiative & Platform management on projects involving technical solution development, Client Journey/Operational Excellence innovation, and operating model evolution.
Monitor associate performance and behaviors and communicate progress daily with the business.
Support unit conformity to prescribed standard work processes and reduction of operational variability.