Ops Proficiency Coach- Collect & Decision

Bank of America•Tampa, FL

6d•Onsite

About The Position

This job is responsible for supporting Collect and Decision Associates in building skills beyond initial training. Key responsibilities include leading activities and demonstrations to cover onboarding topics within the set timeline. Job expectations include partnering with managers to design action plans that improve performance, and when not onboarding, focusing on coaching, training, and skill development for in-role associates.

Requirements

Minimum of 12 months experience within a relevant role within Estate Servicing Operations.
Thorough knowledge of Estate Servicing and/or ESO process/function, bank policies, and regulations
Deliver effective and engaging presentations to diverse audiences, both virtually and in-person
Identify, measure, monitor, and control risk as part of daily business activities, with a focus on specific risk types
Experience and knowledge of line of business systems and tools necessary to assess and improve performance
Strong collaboration and partnering skills; ability to work across functions and partners
Prioritize tasks, manage multiple responsibilities and effectively organize workflow
Influence behavior through persuasion and positive reinforcement
Excellent written and verbal communication skills
Excellent attention to detail, self-motivated, and able to work with a high degree of independence
Proficiency in using Microsoft Word, Excel, PowerPoint, as well as technology needed to facilitate meetings and share documents with leaders and partners (Telepresence, Webex, SharePoint)

Nice To Haves

Internal employees who are currently working from home are still eligible to apply. However, if selected for the role, you may be required to work onsite in accordance with the workplace excellence policy

Responsibilities

Provides coaching and works individually with frontline associates to build their professional proficiency beyond standard skills acquired in training
Walks the floor and joins group chats via Skype/Mattermost to assist associates with questions and escalations, as needed
Supports site and team leaders with operational routines and supports unit business continuity on exception basis
Works with Initiative & Platform management team on projects including technical solution development, Client Journey/Operational Excellence innovation, and operating model evolution
Focuses on up-skilling and new initiatives for associates, including coaching, training, and assessing performance
Monitors performance and behaviors of associates and communicates progress daily with business