Hybrid Operations Support Lead

at Bank of America

• Job title: Operations Support Lead
• Job type: Full Time
• Experience level: Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Phoenix, United States

About the role

• Operations Support Lead III supporting Bank of America operations and assisting managers to ensure employees are ready to serve clients. Focus on risk management and operational goals.

Responsibilities

• Provides employees with the tools needed to assist clients while resolving toxic access scenarios (may include equipment, system access, skilling, etc.)
• Remediates complex system issues escalated by Business Support Lead II's
• Designs and maintains SharePoint, creating workflows to simplify processes
• Assists operations with performance analysis to address outliers
• Partners with technology and platform engineering to test system impacts of planned updates
• Responsibilities include but are not limited to: Entering time adjustments into IEX/MOC Pipeline/queue management, assigning cases
• Review pending actions to ensure timely resolution
• Coordinate employee engagement events
• Call listening
• Reviewing and mediating complaint submissions
• Quality defect coaching
• Onboarding new hires
• Collaborating on procedure updates, training materials, and communications
• Support implementation of operational excellence
• Review and approve account closure requests
• Handle call/case escalations
• Manage system access requests

Requirements

• 1+ years of current Client Protection At-Risk Persons Investigations experience
• Possess strong analytical and organizational skills and demonstrates the ability to solve complex problems by reviewing related information.
• Multi-task, including researching information through multiple systems, to make judgmental decisions based on the data reviewed.
• Demonstrate a strong sense of urgency and can work in a fast-paced, ever-changing environment with a strong focus on risk mitigation and client experience
• Manage time and capacity
• Ability to learn and adapt to new information
• Handle case & call escalations, including complaint management as applicable
• Adapt to a fast paced/changing environment; flexible to balance multiple needs and competing priorities; and comfortable working with ambiguity.
• Maintain risk focus, sound judgment, and ability to make meaningful decisions.
• Exhibit critical thinking, high energy, and intellectual curiosity.
• Ability to maintain absolute discretion and confidentiality as applicable
• Organized with the ability to meet deadlines and handle multiple priorities with a sense of urgency.
• Demonstrate excellent interpersonal, leadership and oral/written communication skills.
• Ability to work both independently and in a team environment with a focus on high quality execution.

Benefits

• Helping employees transition during workforce reductions
• Opportunities for learning and growth