Jan 11, 2019

Estates Team Manager; Tue-Fri 10:30-7, Sat 8:30-5

  • Bank Of America
  • Newark, DE, USA
Full-Time Banking

Job Description

Job Description:

The Estate Servicing Operations Manager position involves managing associates that will service all Deposit and Card products related to deceased notifications through phone and production queues. The primary responsibilities include but are not limited to:
• Leading the efforts of 15+ associates and managing performance including but not limited to service level adherence, quality assurance and case management.
• Supervising associates in their day-to-day functions of handling inward queues, resolving issues, and executing procedures within specific operations units requiring immediate involvement with unit activities as well as divisional projects.
• Customer contact by phone may be required in certain circumstances.
• Motivating, coaching, and developing associates to achieve optimal performance results.
• Performs all managerial functions, leads project work and continually utilizes independent judgment.

Required skills:
• 3-5 years of management experience with direct reports or similar experience
• Ability to communicate effectively in all settings and with all levels of leadership
• Demonstrated success in performance management of associates and/or process
• Excellent written, verbal communication and teamwork skills
• Understand and manage the processes including compliance, security and risk requirements
• Ability to effectively triage associates and customer requirements/requests and balance requests for customized solutions
• Maintain standard business processes required to run an effective team that is service oriented
• Able to identify, escalate, debate and offer remediation for process gaps
• Able to learn quickly then act as a subject matter expert with respect to standards for customer life event processes

Desired skills:
Bachelor's degree
• Knowledgeable in associated Bank of America technologies for deposits and/or card services and human resources.

Enterprise Description:
This operations management position, reporting to the Operations Manager, oversees a unit/section of the company's internal operations activities. May manage multiple functions within an area. Key responsibilities include supervision of associates in their day-to-day functions of resolving problems and executing transactions within specific operations units requiring immediate and frequent involvement with unit activities. Other key responsibilities will include motivating, coaching and developing associates to achieve optimal performance results. Performs all managerial functions, leads project work, and continually utilizes independent judgment. Typically 3-5 years of Operations experience.

States

DE  

Security Clearance

NO Security Clearance

Job Tracking URL

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