Operations Manager
Fort Worth, Texas
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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. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day.
One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. We're devoted to being a diverse and inclusive workplace for everyone. We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being.
Bank of America believes both in the importance of working together and offering flexibility to our employees. We use a multi-faceted approach for flexibility, depending on the various roles in our organization.
Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference. Join us!
LOB: Document Imaging, Indexing & Vault Operations (DIIVO) Responsible for providing strategy and operations for centralized physical document scanning, document indexing and document management services to various lines of business across the enterprise. Document custodian related to mortgage collateral for Bank of America N.A. (BANA) and non-BANA clients, providing certification, safekeeping and other services. ** This role will require some Saturday hours
Job Description:**
This job is responsible for managing a segment or a small operations unit for a site, region, or product line within the bank's internal operations. Key responsibilities include identifying, analyzing, and resolving complex problems, ensuring compliance with policies, and developing and implementing new processes to improve operating efficiency and ensure accuracy of workflow. Job expectations include overseeing day-to-day activities of employees, including executing transactions and managing the budget, expenses, forecasting, and reporting.
Responsibilities:
- Enables and empowers 11+ employees to deliver on the Client Care Pillars easily and efficiently via inbound calls and chats
Forecasts and manages staffing levels and capacities, prioritizes employee development by providing effective coaching, and shares constructive feedback to drive Operational Excellence
Applies 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 lines
Develops and analyzes procedures to enhance unit and/or product-related activities and oversees budget and expense management, reporting, and forecasting for designated areas
Evaluates efficiencies and identifies areas of improvement and growth to the overall process, identifying data, metrics, and key performance indicators to measure process effectiveness
Aligns bank priorities and strategies to employee metrics and goals, evaluates employee progress, and strives to recognize, encourage, and improve team performance to support an inclusive work environment
Minimum Qualifications:
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 performance
-A 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 trust
-A working knowledge of the career planning tools advocated for by the Bank and a willingness to expand expertise with the tools
-Ability to show a genuine concern for people, their needs, and their perspectives with voice tone, word selection, and listening (Empathy)
-Interpersonal verbal communication skills that build rapport and trust, deliver information in an easy-to-understand manner, and builds confidence (Verbal expression, trust building, and knowledge sharing)
-Collaborative verbal and written communication skills to obtain clarifying information, explain action needed/reasoning, effectively partner to find/implement solutions
Desired Skills:
-Experience with PDIM (Physical Document Inventory Management) application
-Ability to leverage data and reporting to manage inventory and service level agreements
-Familiarity with Quality Assurance routines
-Previous experience in document imaging
Skills:
Business Operations Management
Customer Service Management
Process Performance Measurement
Performance Management
Talent Development
Account Management
Client Management
Relationship Building
Process Management
Leadership Development
Risk Management
Policies, Procedures, and Guidelines Management
Workforce Analytics
Process Design
Hiring and Onboarding
Shift:
1st shift (United States of America)
Hours Per Week:
40
Bank of America and its affiliates consider for employment and hire qualified candidates without regard to race, religious creed, religion, color, sex, sexual orientation, genetic information, gender, gender identity, gender expression, age, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law, and as such affirms in policy and practice to support and promote the concept of equal employment opportunity, in accordance with all applicable federal, state, provincial and municipal laws. The company also prohibits discrimination on other bases such as medical condition, marital status or any other factor that is irrelevant to the performance of our teammates.
To view the "Know your Rights" poster, CLICK HERE (https://www.eeoc.gov/sites/default/files/2023-06/22-088\EEOC\KnowYourRights6.12.pdf) .
View the LA County Fair Chance Ordinance (https://dcba.lacounty.gov/wp-content/uploads/2024/08/FCOE-Official-Notice-Eng-Final-8.30.2024.pdf) .
Bank of America aims to create a workplace free from the dangers and resulting consequences of illegal and illicit drug use and alcohol abuse. Our Drug-Free Workplace and Alcohol Policy ("Policy") establishes requirements to prevent the presence or use of illegal or illicit drugs or unauthorized alcohol on Bank of America premises and to provide a safe work environment.
To view Bank of America's Drug-free Workplace and Alcohol Policy, CLICK HERE .
Bank of America 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. Should you be offered a role with Bank of America, your hiring manager will provide you with information on the in-office expectations associated with your role. These expectations are subject to change at any time and at the sole discretion of the Company. To the extent you have a disability or sincerely held religious belief for which you believe you need a reasonable accommodation from this requirement, you must seek an accommodation through the Bank's required accommodation request process before your first day of work.
This communication provides information about certain Bank of America benefits. Receipt of this document does not automatically entitle you to benefits offered by Bank of America. Every effort has been made to ensure the accuracy of this communication. However, if there are discrepancies between this communication and the official plan documents, the plan documents will always govern. Bank of America retains the discretion to interpret the terms or language used in any of its communications according to the provisions contained in the plan documents. Bank of America also reserves the right to amend or terminate any benefit plan in its sole discretion at any time for any reason.
