Advanced/Expert MS Office skills, especially Excel and PowerPoint Extremely organized/excellent time management skills with ability to manage and prioritize competing prioritiesAbility to think strategically across the organization to identify opportunities to improve overall performance efficiency •A commitment to advocate for internal/external clients to meet and exceed their expectations (Customer focus)A commitment to advocate for employees in support of Bank of America's goal to be a Great Place to Work (Employee focus)Ability to combine observations with the analysis of a variety of performance reports at an individual and team level to diagnose positive and negative patterns driving the performanceA wide array of proficient to expert performance coaching skills including, but not limited to, customizing feedback for individuals, clearly articulating feedback, partnering with recipients to design plans, inspiring change, and inspiring trustAbility to show a genuine concern for people, their needs, and their perspectives with voice tone, word selection, and listening (Empathy)Ability to build and maintain relationships within and outside the organization in such a way that it facilitates the execution of the process and enables career development (Network/Relationship Building)Collaborative verbal and written communication skills to obtain clarifying information, explain action needed/reasoning, effectively partner to find/implement solutionsSeeks opportunities to improve depth/breadth of knowledge and personal performance and to remain current with iterative process changes and software updates (Desire to learn)Thorough knowledge of financial industry products and services, general banking policies and regulations applicable to bankingDesired Qualifications:Familiarity with Quality Assurance routinesFamiliarity with call monitoring and calibration routinesFamiliarity with legal documents including but not limited to Powers of Attorney, Trusts, OFAC, Representative Payee appointments, and VA Custodian. Responsibilities:Forecasts and manages staffing levels and capacities, provides effective coaching, and shares constructive feedback to drive Operational ExcellenceApplies knowledge of the end-to-end processes and ensures adherence to bank and regulatory policy and procedures when making decisions that impact various operations and product linesDevelops and analyzes procedures to enhance unit and/or product-related activities and oversees budget and expense management, reporting, and forecasting for designated areasEvaluates efficiencies and identifies areas of improvement and growth to the overall process, identifying data, metrics, and key performance indicators to measure process effectivenessAligns bank priorities and strategies to employee metrics and goals and strives to recognize, encourage, and improve team performance to support an inclusive work environmentAs a member of an NS&S site leadership team, an Operations Team ManagerEnables and empowers 11+ employees to deliver on the Client Care Pillars easily and efficiently via case managementMaintains a full understanding of the team's performance.