Sr Operations Team Lead

Bank of America; England; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading financial institution is seeking an Operations Manager to oversee the team and ensure deadlines are met. The role involves problem-solving, team management, and process improvement within the Wealth Management Operations. Candidates should be proficient in MS Office and possess strong communication skills.

Qualifications

• Proficient in MS Word and Excel.
• Excellent verbal and written communication skills.
• Ability to manage multiple tasks with overlapping deadlines.

Responsibilities

• Manages team workload and provides oversight and direction.
• Resolves day-to-day problems and executes deliverables.
• Identifies and recommends opportunities for process improvement.

Skills

Proficient in MS Word

Proficient in Excel

Time management

Organizational skills

Excellent verbal communication

Excellent written communication

Ability to adapt to a changing environment

Initiative

Tools

SharePoint

Job description

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day.

Being a Great Place to Work is core to how we drive Responsible Growth. This includes our commitment to being a diverse and inclusive workplace, attracting and developing exceptional talent, supporting our teammates’ physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve.

Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations.

At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

Job Description:

This job is responsible for overseeing the Operations team and ensuring they meet deadlines, execute, and coordinate tasks. Key responsibilities include identifying, analyzing, and resolving complex problems, ensuring adherence to operations procedures, providing guidance to employees, handling exception requests, and referring more complex problems to a senior manager. Job expectations include having an understanding of foundational operations and familiarity in a specific product line.

Responsibilities:

• Resolves day-to-day problems and executes deliverables within the business unit
• Applies knowledge of the end-to-end processes and ensures adherence to bank and regulatory policy and procedures when making decisions that impact various operations and product lines
• Manages team workload and provides oversight and direction to team
• Evaluates efficiencies and identifies areas of improvement and growth to the overall process and implements process improvement opportunities
• Maintains internal, operational, and financial controls and works within risk appetite of the business unit

Line of Business Job Description:

The Institutional Retirement Benefits, Payroll and Disbursements team within Wealth Management Operations provide onboarding, plan maintenance and operational support for Institutional and Personal Retirement clients for product lines offered through Bank of America Workplace Benefits. Listed below are several of the various processes in which this position would be responsible for:

• Coordinates and manages team workflow across various systems to ensure daily processes are completed accurately and deliverables are met
• Provides day-to-day training and coaching to team members 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. Ensure all customer inquiries and complaints are resolved within corporate policy guidelines and SLAs.
• Identifies and recommends opportunities for process improvement and risk mitigation to senior management
• Responsible to stay abreast of new product developments, process enhancements impacting HBS products and services.
• Assist with regulatory and audit assessments as required.
• Perform additional duties as assigned by HBS Operations manager.

Required Skills:

• Proficient in MS Word and Excel
• Ability to manage multiple, tasks with overlapping deliverable dates
• Demonstrates initiative
• SharePoint and document organization
• Time management and organizational skills
• Excellent verbal and written communication skills
• Ability to adapt to a changing environment