Senior Operations Manager overseeing managers and support staff for Ocean Marine clients. Collaborating across teams to drive performance and manage business objectives while fostering a high - performance culture.
About the role
- Consumer Coach guiding employees in Claims Operations at Bank of America. Responsible for coaching and developing frontline employees in a fast-paced environment.
Responsibilities
- Works individually and in small groups with frontline employees to build their professional proficiency beyond standard skills acquired during training
- Prepares, coaches, and reinforces desired team behaviors in partnership with team managers to support proficiency and retention of new-to-role employees
- Identifies and assesses improvements in employee development and increases speed to proficiency and consistency in demonstrating and performing the desired skills
- Owns and resolves escalated customer calls
- Complies with industry regulations, bank procedures, integrity levels of the department's system, and financial controls
- Focuses on overall performance and outlier management of tenured analyst, working directly with them as additional support for Team Manager
- Coaching to Proficiency for underperforming employees
- SME who provides on-the-spot coaching / Raise Your Hand Support
- Monitor & participate in team chat (if applicable)
- Understand outlier reporting to identify targeted coaching opportunities for select employees
- Partner closely with Ops Performance Manager and Performance Excellence team
- Provide feedback to Academy and Content Design if there are themes/gap identified post OJT
- Will work in a production role 4 hr+ per month to maintain skills/knowledge
- Can be flexible to work weekends and/or extended hours as needed
Requirements
- Minimum of 2 years experience in current Claims operation role
- Has strong analytical and organizational skills and demonstrates the ability to solve complex problems by reviewing related information.
- Is able to multi-task, including researching information through multiple systems, and can consider the bigger picture with regard to client satisfaction, reputational and regulatory risk
- Demonstrates a strong sense of urgency and is able to work in a fast-paced, ever-changing environment with a strong focus on risk mitigation and client experience.
- Strong attention to details with commitment to world class client care, effective work flows
- Is comfortable making outbound calls to clients in a high production focused environment.
- Excellent verbal and written communication skills and is comfortable engaging all clients.
- Has the ability to learn and adapt to new information and technology platforms.
- Will follow established processes and guidelines in daily activities to do what is right for clients and the bank, adhering to all applicable laws and regulations.
- Efficiently manages your time and capacity.
- Strong knowledge in Microsoft Office (Excel, Outlook, Word)
- Strong organizational and time management skills
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.
Job title
Job type
Experience level
Salary
Degree requirement
Location requirements
Nursing professional conducting basic and treatment care for dementia residents. Collaborating with a team and providing continuous professional education and support.
Pflegefachkraft providing professional care in a dementia care unit at a 50 - location facility in Germany. Assisting with daily living, documentation, and onboarding of new staff.
Pflegefachkraft mit gerontopsychiatrischer Weiterbildung für die professionelle Pflege und Unterstützung von Demenzbewohnern. Engagiertes Team bei Domicil mit attraktiven Benefits und Durch Ausbildung.
Pflegefachkraft providing professional care for dementia patients at Schweinfurt facility. Responsible for documentation and supporting resident daily activities.
Global Community Operations Manager leading community operations and driving AI productivity initiatives at Plaud. Fostering user engagement and enhancing customer interactions.
Pflegefachkraft providing professional care on a protected living area for dementia patients in Bayreuth, Germany. Collaborating with colleagues to maintain care standards and support residents in daily activities.
VP of Automation/Process Improvement for Market Data at State Street. Leading continuous improvement in procurement processes for market data while collaborating with various teams.
Sourcing Administrative Support coordinating daily operations and project tracking in a defense manufacturing company. Handling administrative duties and ensuring efficient project execution.
Senior Manager leading global compensation operations for a Fortune 500 enterprise. Overseeing modernization and automation within compensation programs and managing a global team.