Ops Proficiency Coach I

Bank of America•Phoenix, AZ

About The Position

The Ops Proficiency Coach I supports frontline associates in building professional proficiency beyond the skills acquired during initial training. The role organizes and facilitates onboarding activities and demonstrations to cover planned topics within the onboarding timeline, and partners with management to create action plans that improve performance. The coach may assign and manage workflow during onboarding and cross-training, and conducts case and call reviews to assess proficiency and improve associate confidence and speed to proficiency. When not onboarding, the role focuses on coaching, training, cross-training, quality reviews, and skill development for in-role associates. It supports standard work processes, reduces operational variability, assists leadership with operational routines, and requires knowledge of line-of-business functions, systems, and tools. Consumer Wealth Tax Operations supports IRS- and state-required tax reporting and withholding payments for consumer and wealth clients across Merrill, Private Bank, Retirement & Personal Wealth Solutions, and Investment Solutions Group. The role also supports process updates and initiatives, complaint and defect review, phone chat questions, and operational workflow.

Requirements

Strong verbal and written communication skills.
Proficiency in PowerPoint and presentation skills.
Comfort with training and coaching associates to proficiency.
Interpersonal and relationship-building skills.
Ability to assess opportunities and issues and escalate appropriately.
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, 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 to improve associate confidence and speed to proficiency.
Assign and manage workflow during onboarding in coordination with leadership, as needed.
Work individually with associates to build professional proficiency beyond skills acquired in standard training.
Prepare and organize activities and demonstrations so planned topics are covered according to the onboarding timeline.
Collaborate with management to design action plans that improve overall performance.
Participate in EQA rebuttal review sessions to identify breaks in procedures.
Review defect packages and submit rebuttals.
Manage the phone chat to answer questions.
Review and resolve complaint cases more than 30 days old.
Participate in SME content validation.
Coach and train in-role associates and assess performance to 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.
Walk the floor and join group chats via Skype or Mattermost to help 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 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.