Client Services Manager leading Tier 1/Tier 2 support teams for NetVendor. Responsible for customer service delivery, team performance, and process improvement.
BA
Hybrid Business Strategy & Initiatives Manager – Client Services Readiness
Posted 9 hours ago
About the role
- Manager supporting the development and execution of strategic initiatives for client services at Bank of America. Engaging with stakeholders to improve operations and processes for optimal client experiences.
Responsibilities
- Builds and/or executes business initiatives and/or processes, while partnering with stakeholders and partners
- Solves complex problems and delivers on business initiatives and processes by applying subject matter expertise and technical knowledge of the business
- Engages with key stakeholders, partners, and business leadership to deliver on business objectives
- Performs analytics, assessments, and/or interpretation of data and/or information to identify business opportunities, derive insights, and measure outcomes
- Develops strategic and tactical plans to drive progress towards business goals and objectives
- Acts as primary point of contact for Retail and Preferred client services for general readiness initiatives, questions and suggestions
- Maximizes readiness TOS through inserting LOB topics and integrating related material into planned topics
- Responsible for reviews of New Hire content, aligning SMEs for complex processes to ensure material is relevant and accurate
- Ensures LOB priorities and culture were integrated seamlessly throughout
- Reviews and approves all topics prior to addition to readiness agenda
- Actively participates in existing LOB routines to remain current on strategy and operational priorities
- Establishes ongoing forums and routines to gather operational feedback (anecdotal and analytical) to identify proficiency gaps
- Develops remediation plan that optimizes available readiness channels.
- Owns readiness deliverables for critical initiatives, Examples include; Specialty Services transformation; Shared Capabilities Servicing, Own It and Words Matter 2.0
Requirements
- 3+ years proven Operational leadership/supervisory experience
- 3+ years contact center experience
- Ability to communicate, influence and drive change across all levels of the organization, leveraging advanced written, verbal and presentation skills
- Ability to Influence partners via data-driven business cases backed by subject matter expertise, and to encourage collaboration across lines of business.
- Strong Risk Control framework
- Proficient Analytical skills
- Proven track record of identifying readiness process opportunities to improve the client and associate experience
- Ability to deliver across a varied set of priorities, both planned and ad-hoc, and adapt within a dynamic and fast-paced environment.
- Strong knowledge of Client Services
Benefits
- This role is currently benefits eligible.
- We provide industry-leading benefits, access to paid time off, resources and support to our employees so they can make a genuine impact and contribute to the sustainable growth of our business and the communities we serve.
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