Senior Operations Manager

Job Description:

About Us

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities, and shareholders every day.

One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. We’re devoted to being a diverse and inclusive workplace for everyone. We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being.

Bank of America believes both in the importance of working together and offering flexibility to our employees. We use a multi-faceted approach for flexibility, depending on the various roles in our organization.

Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference. Join us!

Global Business Services

Global Business Services delivers Technology and Operations capabilities to Lines of Business and Staff Support Functions of Bank of America through a centrally managed, globally integrated delivery model and globally resilient operations.

Global Business Services is recognized for flawless execution, sound risk management, operational resiliency, operational excellence, and innovation.

In India, we are present in five locations and operate as BA Continuum India Private Limited (BACI), a non-banking subsidiary of Bank of America Corporation and the operating company for India operations of Global Business Services.

Process Overview*

Manages a group of analysts that are responsible for performing strategic analysis to improve portfolio risk, profitability, and operational performance for a specific business segment. This position requires determining key priorities for their team while also providing analytical and technical guidance to analysts to drive project completion. Key functions involve developing asset quality monitoring, identifying business trends, and executing strategic enhancements. Manages the team's analysis focusing on criteria margins, model score use, forecasting, portfolio trends, and demographic performance. Responsible for conducting interviews, training Risk Management Analysts, and guiding all aspects of project development. Communicates business trends to senior management, creates financial assessments and interprets risk analytics.

Job Description*

This job is responsible for leading an operations support unit for SSFO. Key responsibilities include identifying, analyzing, and resolving complex problems, ensuring compliance with policies, and developing and implementing new processes to improve operating efficiency and ensure accuracy of workflow. Job expectations include overseeing day-to-day activities of employees, including executing transactions and reporting.

As a member of SSFO, Cons Production Strategy Manager:

• Enables and empowers employees to deliver on the Client Care Pillars easily and efficiently
• Maintains a full understanding of the team’s performance and everyone's performance using long- and short-term analysis of key performance indicators, observations, and anecdotal information
• Identifies positive and negative patterns driving the performance
• Coaches the team and individuals to sustain positive patterns and mitigate negative patterns to improve or sustain performance
• Nurtures employee development with effective feedback and career planning conversations
• Sustains a process excellence culture to maintain consistent and iterative improvements in all aspects of the operation and employee experience
• Actively participates in routines and practices to accurately assess key performance indicators and executes on actions needed to improve and maintain the health of the operation and the employee experience
• Executes long and short-term strategic plans to drive improvements in client care, efficiency, employee engagement and growth
• Makes sound judgements based on data to balance risks with rewards, maintain control discipline, and respond to change
• Engages in ongoing personal education to maintain a current working knowledge of the market, technology that would benefit the operation, best practices in employee engagement, and updated skill set
  
  

Responsibilities*

• Ability to show a genuine concern for people, their needs, and their perspectives with voice tone, word selection, and listening (Empathy)
• Interpersonal verbal communication skills that build rapport and trust, deliver information in an easy-to-understand manner, and builds confidence (Verbal expression, trust building, and knowledge sharing)
• Coaches and mentors’ peers to improve proficiency in a variety of systems and serves as a subject matter expert on multiple business and technical-related topics
• Identifies business trends based on economic, and portfolio conditions and communicates findings to senior management
• Collaborative verbal and written communication skills to obtain clarifying information, explain action needed/reasoning, effectively partner to find/implement solutions
• Seeks opportunities to improve depth/breadth of knowledge and personal performance and to remain current with iterative process changes and software updates (Desire to learn)
• A wide array of proficient to expert performance coaching skills including, but not limited to, customizing feedback for individuals, clearly articulating feedback, partnering with recipients to design plans, inspiring change, and inspiring trust
• A working knowledge of the career planning tools advocated for by the Bank and a willingness to expand expertise with the tools
  
  

Requirements:

Education : Graduate (Any stream)

Experience :15+ years of experience

Foundational skills:

• Thorough knowledge of financial industry products and services, general banking policies and regulations applicable to banking
• Demonstrated analytical skills
• Understanding of workflow and SLA metric reporting
• Strong communication skills including the ability to simplify complex concepts, create executive level presentations, and ensure FLU understand areas of underperformance
• Experience working with large amount of data and experience with applicable tools
• Able to manage undedicated resources and FLU partnerships effectively
• Strong Critical Thinking
• Business Operations Management
• Customer Service Management
• Performance Management
• Process Performance Measurement
• Talent Development
• Account Management
• Client Management
• Leadership Development
• Process Management
• Relationship Building
• Hiring and Onboarding
• Policies, Procedures, and Guidelines Management
• Process Design
• Risk Management
• Workforce Analytics
  
  

Sound knowledge of SAS / SQL, financial statements, and business processes

Work Timings*

Shift - 2.30 PM to 11.30 PM (Weekend Off)

Job Location : Chennai