Transaction Management Ops Team Lead

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Job Description:
This job is responsible for overseeing the day-to day transaction processing operations function, and ensuring the team executes operations tasks with accuracy, timeliness and quality service. Key responsibilities include employee training, coaching, addressing employee inquiries, escalations, approvals, and team supervision ensuring accurate process execution. Job expectations include maintaining service quality, accuracy and escalating issues to management, as needed.

Responsibilities:

• Manages team workflow across various systems and provides process oversight and direction for accurate and timely completion of deliverables

• Provides day-to-day training and coaching to team while addressing employee inquiries and escalations

• Monitors team service levels, volume, performance metric reporting, escalating concerns where appropriate

• Conducts quality assurance reviews and provides routine supervisory manager approvals

• Researches complex operational and client requests, issues, and escalations to identify root cause and assist with remediation efforts and solutions

• Reviews processes to ensure effectiveness, and recommending process improvement and risk mitigation opportunities to senior management

• Supports risk management and audit processes, including identification of issues, development of mitigation strategies, and exam preparation

Skills:

• Attention to Detail

• Customer and Client Focus

• Oral Communications

• Prioritization

• Problem Solving

• Written Communications

• Account Management

• Analytical Thinking

• Coaching

• Mentoring

• Research

• Result Orientation

Line of Business Job Description:

• Possesses and maintains a full understanding of the end-to-end process for the team including but not limited to understanding the client experience, the products, the process flow, the systems, the control points, the risks, and the metric targets

• Serves as the first line of support for Transaction Management Representatives and Operations Analysts with training, answering questions, escalations or obstacles when executing the process

• Coaches and supports Transaction Management Representatives and Operations Analysts as needed to drive team and individual performance goals

• Serves and the manager's back up, proxy and partner in creating an inclusive and engaged team

• Builds rapport and effective relationships with all team members, manager and all partners needed to resolve issues within the process or gain approval for exceptions

• Adapts and helps team members adapt to ever changing products and services

• Complies with all Bank of America policies

Required Skills:

• Problem Solving: ability to draw upon past knowledge and experiences to find a solution and define a path of action

• Coaching: ability to support a client or employee in achieving a specific personal or professional goal by providing training, feedback, and guidance

• Decision Making: ability to objectively select an optimal course of action within an acceptable timeframe, applying experience, data and facts

• Drives Engagement: ability to motivate others (live or virtually) to be creative, to overcome challenges and resolve conflict to deliver improved outcomes

• Relationship Building: ability to develop, establish, and maintain ethical connections and long term strategic relationships with individuals throughout the company to assist in achieving work-related goals and business objectives and to enhance decision making in business units throughout an organization

• Prioritization: ability to exercise conscious control of time spent on multiple activities while handling competing priorities and organizing and delegating the work to increase effectiveness, efficiency, and productivity

• Adaptability: ability to change behavior in response to or in anticipation of changes in the work environment

• Proficient with MS Office

Shift:
1st shift (United States of America)

Hours Per Week:
40

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