Operations Team Lead - 2nd Shift

Job Description:

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 and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates’ physical, emotional, and financial wellness through affordable, competitive and flexible benefits.

We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve.

Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs.

At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

Job Description:
This job is responsible for overseeing the Operations team and ensuring they meet deadlines, execute, and coordinate tasks. Key responsibilities include supporting continuous business improvements, reviewing operations procedures, implementing changes, ensuring adherence to operations procedures, providing guidance to employees, handling exception requests, and referring more complex problems to a senior manager. Job expectations include having an awareness of foundational operations and familiarity in a specific product line.

Responsibilities:

• Assisting leaders in day-to-day tasks to support the team
• Resolves day-to-day problems and executes deliverables within the business unit
• Provides feedback to teammates, assisting in training and functional expertise knowledge to projects or initiatives relating to the business unit
• Manages team workload and provides general oversight and direction to team
• Maintains internal, operational, and financial controls and works within risk appetite of the business unit
• Reviews processes to ensure they are efficient and implements process improvement opportunities

LOB Job Description:

Entry level Operations Supervisory position. Reports to a Team Manager or Operations Manager. This is an Individual Contributor that directs a small unit or section of the company's internal operations activities. Responsibilities focus on the day-to-day resolution of problems and execution of transactions within specific operations units requiring immediate and frequent involvement with unit activities, e.g., reviewing and authorizing General Ledger entries, approving exception processing, etc. Reviews operations procedures and implements changes and ensures the enforcement and adherence to operations procedures. Provides guidance to staff and may handle exception items or unusual situations, referring more complex problems to a senior level manager. Requires basic operations knowledge with work experience in a specific product line. More than 50% of time is spent doing actual production work. May provide input into key people decisions (i.e., Salary Planning, Performance management, hiring/firing, etc.). Typically has 1-2 years Operations experience with no prior management experience

LOB Responsibilities:

• Works individually with frontline associates to build their professional proficiency beyond standard skills acquired in training
• Prepares and organizes activities and ensures Account Reconcilement daily functions are covered
• Collaborates with the management team
• Identify ideas to drive change and discuss with Managers & Team members
• May assign and manage workflow in coordination with site leadership
• Focus is on managing Risk, Operation Excellence and process improvements

LOB Required Qualifications:

• Must be able to work 1:45 am to 8:15 pm Eastern Time.
• 2+ years of experience working within banking operations.
• Intermediate proficiency (1-3 years of experience) in written (including grammar and spelling) and verbal communications
• Comfortable explaining process with servicing.
• Comfortable with ongoing change and learning new technology/processes.
• Strong verbal and written communication skills and effective interpersonal skills
• Ability to analyze and resolve client inquiries.
• Ability to provide a positive customer experience through creative solutions.
• At least an intermediate ability in computer skills.
• Must work well in a team environment, as well as independently.
• Strong ownership skills.
• Must have a strong and positive work ethic and follow Bank of America's Core Values.
• Must be flexible and adapt quickly to change.
• Ability to multi-task and meet specific performance goals.
• Knowledge of PC functions in a Windows based environment.
• Ability to navigate multiple computer systems
  

LOB Desired Qualifications:

• 1-3 years knowledge of QWS3270 system, and content navigator.
• 1-3 years of experience in the Banking/Financial industry.
• 1-3 years of experience delivering for the client

Skills:

• Active Listening
• Administrative Services
• Attention to Detail
• Business Operations Management
• Client Management
• Coaching
• Collaboration
• Collaborating
• Critical Thinking
• Customer and Client Focus
• Data Collection and Entry
• Fraud Management
• Microsoft Excel, Outlook, PowerPoint, Word
• Multitasking
• Performance Management
• Quality Assurance
• Quality Assurance
• Risk Management
• Time Management
• Written & Oral Communication​

Shift:

2nd shift (United States of America)

Hours Per Week: 

40