Transaction Management Ops Team Lead

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!

Responsibilities

• Manages team workflow across various systems and provides process oversight and direction for accurate and timely completion of deliverables
• Provides day-to-day training and coaching to team while addressing employee inquiries and escalations
• Monitors team service levels, volume, performance metric reporting, escalating concerns where appropriate
• Conducts quality assurance reviews and provides routine supervisory manager approvals
• Researches complex operational and client requests, issues, and escalations to identify root cause and assist with remediation efforts and solutions
• Reviews processes to ensure effectiveness, and recommending process improvement and risk mitigation opportunities to senior management
• Supports risk management and audit processes, including identification of issues, development of mitigation strategies, and exam preparation

Requirements

• Must have excellent written and verbal communication skills
• Exceptional attention to detail and the ability to hold others accountable without direct supervision
• Flexibility with ability to handle a variety of tasks and projects independently
• Ability to handle multiple deliverables for either daily processing and/or expanded strategic initiatives
• Advanced Excel and Microsoft Word skills
• An understanding of technology and the ability to incorporate that understanding into process improvements
• Intellectually curious with a mindset focused on deep understanding of business processes supported

Nice-to-haves

• Attention to Detail
• Customer and Client Focus
• Oral Communications
• Prioritization
• Problem Solving
• Written Communications
• Account Management
• Analytical Thinking
• Coaching
• Mentoring
• Research
• Result Orientation