Workforce Strategy & Initiative Manager

Bank of America•Jacksonville, FL

18h•$70,000 - $105,000•Onsite

About The Position

Merrill Wealth Management is a leading provider of comprehensive wealth management and investment products and services for individuals, companies, and institutions. Merrill Wealth Management is one of the largest businesses of its kind in the world specializing in goals-based wealth management, including planning for retirement, education, legacy, and other life goals through investment advice and guidance. Merrill’s Financial Advisors and Wealth Management Client Associates help clients pursue the life they envision through a personal relationship with their advisory team committed to their needs. We believe trust comes from transparency. Our trusted advisory teams are equipped with access to the investment insights of Merrill coupled with the banking convenience of Bank of America. Merrill 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 Merrill, we empower you to bring your whole self to work. We value diversity in our thoughts, business, and within our employees and clients. Our Wealth Management team represents an array of different backgrounds and bring their unique perspectives, ideas and experiences, helping to create a work community that is culture driven, resilient, results focused and effective. Job Description: 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. This position is located within Resource Planning and Operations, supporting the Wealth Management Client Care team. This team is responsible for optimizing consistent client experience through the alignment of resources and capabilities across the Contact Centers. The candidate will be engaged in process improvement opportunities across Scheduling, Forecasting and Real Time Workforce Strategy & Initiative Manager will need to effectively communicate with teammates and business partners on deliverables, timelines, and support needed. This team works with key business partners to achieve process or project objectives, with a strong emphasis on risk and controls, automation and AI-driven solutions, and data aggregation, analytics, and reporting. When not actively engaged in projects or initiatives, this individual will collaborate with other horizontal WFM groups to identify best practices and explore innovative ideas. They will also assist with recurring routines and operational tasks such as conducting procedure audits, and creating/updating documentation and training guides to support consistency and compliance.

Requirements

3+ years of related experience in Operations, Workforce Management, Process Design, or related field.
Demonstrated outstanding verbal and written communication skills, broad business acumen.
Experience generating and compiling reports in Excel and Tableau.
Must have strong Microsoft Office skills with ability to pull together crisp and concise presentation decks.
Strong critical thinker with analytical skill set.
Exhibits the ability to multi-task, strong attention to detail, proficiency with numbers, and effective organizational skills.
Highly collaborative, execution-driven, and works through influence and engagement.
Ability to build relationships

Nice To Haves

Knowledge of Bank systems, NICE IEX and Call Center Operations environment.
Workforce Management experience.
Process design and project management.
Familiarity with automation tools, AI applications, and risk/control frameworks.

Responsibilities

Lead and execute high-impact initiatives.
Drive project management across internal RPO initiatives and cross-business efforts, ensuring clear objectives, timelines, and deliverables are achieved, while keeping RPO well-informed of change management.
Champion risk and control frameworks within process design and improvement efforts.
Identify and implement automation and AI opportunities to optimize workflows and enhance operational efficiency.
Leverage analytics, workforce management (WFM), IEX and reporting acumen to support data-driven decision-making and continuous improvement.
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

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.

Stand Out From the Crowd

Upload your resume and get instant feedback on how well it matches this job.

Upload and Match Resume