Senior Operations Consultant - THIRD SHIFT

Bank of America•Phoenix, AZ

11d•Hybrid

About The Position

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day. Being a Great Place to Work and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates’ physical, emotional, and financial wellness through affordable, competitive and flexible benefits. We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve. Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs. At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us! This job is responsible for resolving day-to-day complex problems, researching, and executing on complex transactions for multiple sites or larger business unit(s). Key responsibilities include leading the design, development, and implementation of products, systems, processes, and services using discretion within the project management methodologies, with a focus on continuous improvement. The Senior Operations Consultant job (SOC) is responsible for managing one or more major operations segments for a site within the bank's internal operations. Key responsibilities include monitoring service level performance, resolving complex problems (client escalations) related to fraud activities, ensuring compliance with policies, and identifying opportunities to improve both associate and client overall performance and operating efficiency. Job expectations include supervising day-to-day activities of employees such as executing transactions and performance. This position may also have responsibilities for managing associates. At Bank of America, all managers at this level demonstrate the following responsibilities, in addition to those specific to the role, listed above. Opportunity & Inclusion Champion: Creates an inclusive team where members are treated fairly and respectfully. Manager of Process & Data: Demonstrates and expects process knowledge, data driven decisions, simplicity and continuous improvement. Enterprise Advocate & Communicator: Delivers clear and concise messages that motivate, convey the “why” and connects contributions to business results. Risk Manager: Leads and encourages the identification, escalation and resolution of potential risks. People Manager & Coach: Knows and develops team members through coaching and feedback. Financial Steward: Manages expenses and demonstrates an owner’s mindset. Enterprise Talent Leader: Recruits, on-boards and develops talent, and supports talent mobility for career growth. Driver of Business Outcomes: Delivers results through effective team management, structure, and routines.

Requirements

+1 year of Commercial Fraud experience
+1 year of Call Center experience
Proficient in Microsoft office applications (Excel, Outlook)
Must be able to work OVERNIGHT 3RD SHIFT FROM 9PM - 5:30AM ARIZONA TIME ZONE TUESDAY - SATURDAY
Critical Thinking
Customer and Client Focus
Decision Making
Problem Solving
Risk Management
Adaptability
Attention to Detail
Collaboration
Issue Management
Analytical Thinking
Oral Communications
Presentation Skills

Responsibilities

Leads the design, development, and implementation of complex products, systems, and services in an operations environment using subject matter expertise
Manages projects and direct activities of a team related to special initiatives
Advises as a technical expert in assigned area by providing work direction, guidance, and training to employees and business partners on new complex initiatives
Builds relationships with business partners across various Lines of Business
Manages and defines responsibilities and accountabilities for key program and projects
Monitoring overall performance of shift and management of the business.
Associate coaching (1:1 with associates and creating action plans).
Managing incoming mailbox volume (escalating fraud trends)
Process overnight card requests
Monitoring detection queues to clear out accounts or assist associates with accounts
Peer coaching
Review quality results to address performance with associates
Procedure review and updates
Conduct staff meetings
If necessary, assist with calls to manage service levels
Any other task that may need to be performed (specifically for overnight shifts).
Need to be flexible with schedule as time may change due to coverage.
Creates an inclusive team where members are treated fairly and respectfully.
Demonstrates and expects process knowledge, data driven decisions, simplicity and continuous improvement.
Delivers clear and concise messages that motivate, convey the “why” and connects contributions to business results.
Leads and encourages the identification, escalation and resolution of potential risks.
Knows and develops team members through coaching and feedback.
Manages expenses and demonstrates an owner’s mindset.
Recruits, on-boards and develops talent, and supports talent mobility for career growth.
Delivers results through effective team management, structure, and routines.