Operations Support Lead III

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.

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 supporting the business in meeting operational goals by performing a wide array of functions and assisting managers to ensure employees are ready to serve clients. Key responsibilities may include creating, analyzing, and automating business reporting to identify risks and trends, administering bank or LOB programs/policies/procedures, remediating complex system issues, and provisioning employees with the tools necessary to assist clients. Job expectations include strong working knowledge of the business unit's operations and keen risk management focus.

Responsibilities:Provide employees with the tools needed to assist clients while resolving toxic access scenarios (may include equipment, system access, skilling, etc.) Remediate complex system issues escalated by Business Support Lead II's Design and maintain SharePoint, creating workflows to simplify processes Assist operations with performance analysis to address outliers Partner with technology and platform engineering to test system impacts of planned updates

LOB Specific Information:

LOB Specific Information:

Responsible for the day-to-day resolution of complex problems and the execution of complex transactions for multiple locations, including supporting escalations and developing and delivering content to executives and business partners.. Participates in the design, development and implementation of complex products, processes, systems and services in an operations environment. May manage projects and direct activities of a team related to special initiatives of an operations nature. Should function as the technical expert in their assigned area. Major accountabilities are based on individual expertise and capabilities. Should have in-depth understanding of the business unit's operations processes and implications on other groups including expertise with procedures within the operations function and other divisions within the company. Knowledge acquired through increasingly responsible operations analysis work. Clearly recognized as a content expert by peers. Individual typically has 3-5 years of experience.

Responsibilities will include:

Assist with managing associate scorecards and case workflow

Assisting leaders with complex escalations

Assisting with projects/procedures updates including supporting a major project implementation.

Selected candidates will provide support to Fraud Referrals as a function and manager support. This includes:

Time management and Time Application Support (Armadillo, IEX, WFM)

Training / upskilling / continued education creation and delivery

Procedure creation, update and delivery

Risk Issues Identified, addressed, and brought to resolution

Volume control by way reporting, monitoring, and case assignment

Case reviews and feedback

Escalation monitoring and Exception Handling

Support to Employee Engagement efforts and address employee satisfaction considerations

LOB Required Qualifications:

2 years current Fraud experience

Strong knowledge of Microsoft Office (Excel, Outlook, Word, Powerpoint)

Comfortable with multi-tasking and prioritization and able to work in an independent, efficient and effective manner in a fast-paced environment, while working cohesively in a team setting

Strong organizational and time management skill set

LOB Desired Qualifications:

Critical/innovative thinker, to support management deliverables designed to set strategy and determine areas of opportunity within policy and procedures

• Strong knowledge of Fraud Referrals functions (Mortgage, HELOC, Vehicle Lending, Deposit, Credit Card)

Shift:
1st shift (United States of America)

Hours Per Week:
40

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