Sr Operations Manager

Bank of America•Greensboro, NC

1d•Onsite

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 is core to how we drive Responsible Growth. This includes our commitment to being an inclusive workplace, attracting and developing exceptional talent, supporting our teammates’ physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve. Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations. At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us! For internal employees; participation in a work from home posture does not make you ineligible to post, however, may require to meet the workplace excellence policy. Job Description: Develops and implements new processes/procedures for the Controls, Monitoring & Mitigation Teams to improve operating efficiency and to ensure timeliness and accuracy of workflow. Reviews and recommends new methods and procedures to make daily operations in the areas more efficient. Manages performance for their entire team, including Associate development, and talent planning. Responsible for expense management, projects, reporting and forecasting. Requires general knowledge of managing an operations area and may be used as a primary contributor in a variety of projects. Leads and directs the work of others and ensures staffing levels and capacity are appropriate to meet production requirements. Six Sigma/Lean experience preferred. Incumbents normally have 2-4 years of operational management experience. Bachelors degree or equivalent preferred. Responsibilities: This role supports the 24x7x365 real-time monitoring environment for the Consumer Client Services. They are also part of a team that actively monitors real time Incidents for the LOB's with in the supported contact centers. In every aspect, they are working managers meaning that they will also actually complete the same tasks as their analysts to ensure the appropriate coverage and business support is provided to the LOBs. Should have a varying level of operational subject matter expertise required to ensure the consistent and ongoing operations of the real-time environment - varied from SAS, SQL, and Access database to forecasting/resource planning to call delivery, Genesys to change/incident/continuity management. Previous management experience in a dynamic work environment is essential to the success of this role.

Requirements

5+ years of Contact Center experience
1+ years leadership experience
Excellent oral and written communication skills
Translation and communication of complex process details into simple terms
Strong organizational skills, time management, and attention to detail
Ability to influence business decisions related to new initiatives
Data Manipulation
Data Analytics
Multi-tasking
Problem Solving
Quality Assurance
Active Listening
Analytical Thinking
Attention to Detail
Collaboration
Risk Management
Adaptability
Customer and Client Focus
Influence
Relationship Building
Result Orientation

Nice To Haves

Call routing, Workforce Management, Systems Access knowledge
Project Management experience
Managing within a large contact center environment
Matrix management, managing teams virtually
Systems access/SPOC
Experiencing influencing partners outside of direct organization
Proficient in MS Office programs (Excel, Word, PowerPoint)
Previous experience with ccPulse, IEX, Genesys
Six Sigma/Lean experience preferred.

Responsibilities

This role supports the 24x7x365 real-time monitoring environment for the Consumer Client Services.
They are also part of a team that actively monitors real time Incidents for the LOB's with in the supported contact centers.
In every aspect, they are working managers meaning that they will also actually complete the same tasks as their analysts to ensure the appropriate coverage and business support is provided to the LOBs.
Should have a varying level of operational subject matter expertise required to ensure the consistent and ongoing operations of the real-time environment - varied from SAS, SQL, and Access database to forecasting/resource planning to call delivery, Genesys to change/incident/continuity management.

Benefits

This role is eligible to participate in the annual discretionary plan. Employees are eligible for an annual discretionary award based on their overall individual performance results and behaviors, the performance and contributions of their line of business and/or group; and the overall success of the Company.
This role is currently benefits eligible.
We provide industry-leading benefits, access to paid time off, resources and support to our employees so they can make a genuine impact and contribute to the sustainable growth of our business and the communities we serve.
Bank of America is committed to help employees through the transition period when they’re displaced as a result of a workforce reduction, realignment or similar measure.

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