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.
Bank of America is one of the world's largest financial institutions, serving individuals, small- and middle-market businesses and large corporations with a full range of banking, investing, asset management and other financial and risk management products and services. The company serves approximately 56 million U.S. consumer and small business relationships. It is among the world's leading wealth management companies and is a global leader in corporate and investment banking and trading.
Supporting the military has been a focus of Bank of America for more than 90 years. This includes our partnerships with military organizations, efforts to hire and develop military service members and veterans, and our products and services for military customers. Military men and women make sacrifices every day to serve our country and we want to do everything we can to connect them to the resources they need to make their lives better.
Bank of America actively works to attract, develop and retain veterans, reservists and military spouses because of the unique skills and experiences they bring to our organization. Their personal values align with our company's values around trusting the team, acting responsibly and realizing the power of our people.
We support military employees through our Military Support & Assistance Group (MSAG), an employee network that creates opportunities for advancement and leadership development through networking, mentoring and information forums.
Additionally, Bank of America supports the U.S. military through the Military Affairs Advisory Group (MAAG), an internal team that focuses on reintegrating service members into the civilian workforce through education, employment, wellness and housing.
Bank of America's military recruiting efforts are regularly recognized on a national level as a top "Military Friendly" employer by GI Jobs, Military Edge and Employer Support for Guard and Reserve.
Join the thousands of veterans who now call Bank of America their Employer of Choice.