Senior Operations Consultant - KYC Contact Center Learning Instructor

Bank of America

3.2

(114)

Phoenix, AZ

Why you should apply for a job to Bank of America:

  • 57% say women are treated fairly and equally to men
  • 74% say the CEO supports gender diversity
  • Ratings are based on anonymous reviews by Fairygodboss members.
  • A competitive benefits and programs have earned us recognition by Working Mother magazine for more than 30 years.
  • Employee Financial Services offers U.S. employees financial education and special access to financial products, services and expertise.
  • Offers comprehensive domestic partner benefits to U.S. employees and incorporate sexual orientation into non-discrimination policies.
  • #JR-25000833

    Position summary

    sactions for multiple sites or larger business unit(s). Key responsibilities include leading the design, development, and implementation of products, systems, processes, and services using discretion within the project management methodologies, with a focus on continuous improvement.

    Job Description Summary:

    Responsible for training of frontline associates and leadership team. Prepares, enhances, organizes, and executes training to include new hire and ongoing education. Listens to calls, reviews performance reporting, and supports chat to identify knowledge gaps and training opportunities. Creates and manages knowledge checks and supports team meeting deck subjects. When not on-boarding, focus is on up-skilling and new initiatives for in-role associates, including coaching, training, and assessing performance. Requires experience and knowledge of LOB specific functions, systems and tools that are necessary to assess and improve performance as well as teaching and coaching skills. Typically will have 1-3 years' experience.

    Responsibilities:

    • Leads the design, development, and implementation of complex products, systems, and services in an operations environment using subject matter expertise

    • Manages projects and direct activities of a team related to special initiatives

    • Advises as a technical expert in assigned area by providing work direction, guidance, and training to employees and business partners on new complex initiatives

    • Builds relationships with business partners across various Lines of Business

    • Manages and defines responsibilities and accountabilities for key program and projects

    Required Skills:

    • Proven results meeting or exceeding goal oriented expectations

    • Maintained a meets/meets or better on annual reviews for the last 3 years

    • Excellent time management skills

    • Self-motivated and motivational to others

    • Strong communication skills, to include written, verbal, non-verbal and active listening

    • Great organizational skills, including the ability to manage multiple tasks simultaneously

    Skills:

    • Critical Thinking

    • Customer and Client Focus

    • Decision Making

    • Problem Solving

    • Risk Management

    • Adaptability

    • Attention to Detail

    • Collaboration

    • Issue Management

    • Analytical Thinking

    • Oral Communications

    • Presentation Skills

    Shift:
    1st shift (United States of America)

    Hours Per Week:
    40

    Learn more about this role

    Why you should apply for a job to Bank of America:

  • 57% say women are treated fairly and equally to men
  • 74% say the CEO supports gender diversity
  • Ratings are based on anonymous reviews by Fairygodboss members.
  • A competitive benefits and programs have earned us recognition by Working Mother magazine for more than 30 years.
  • Employee Financial Services offers U.S. employees financial education and special access to financial products, services and expertise.
  • Offers comprehensive domestic partner benefits to U.S. employees and incorporate sexual orientation into non-discrimination policies.