• Job Description

  Req#: 25022694

  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. 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!

  LOB: Document Imaging, Indexing & Vault Operations (DIIVO) Responsible for providing strategy and operations for centralized physical document scanning, document indexing and document management services to various lines of business across the enterprise. Document custodian related to mortgage collateral for Bank of America N.A. (BANA) and non-BANA clients, providing certification, safekeeping and other services. *** This role will require some Saturday hours***

  Job Description:

  This job is responsible for managing a segment or a small operations unit for a site, region, or product line within the bank's internal operations. 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 managing the budget, expenses, forecasting, and reporting.

  Responsibilities:

  •Enables and empowers 11+ employees to deliver on the Client Care Pillars easily and efficiently via inbound calls and chats

  • Forecasts and manages staffing levels and capacities, prioritizes employee development by providing effective coaching, and shares constructive feedback to drive Operational Excellence

  • 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

  • Develops and analyzes procedures to enhance unit and/or product-related activities and oversees budget and expense management, reporting, and forecasting for designated areas

  • Evaluates efficiencies and identifies areas of improvement and growth to the overall process, identifying data, metrics, and key performance indicators to measure process effectiveness

  • Aligns bank priorities and strategies to employee metrics and goals, evaluates employee progress, and strives to recognize, encourage, and improve team performance to support an inclusive work environment

  Minimum Qualifications:

  • A commitment to advocate for internal/external clients to meet and exceed their expectations (Customer focus)

  •A commitment to advocate for employees in support of Bank of America’s goal to be a Great Place to Work (Employee focus)

  •Ability to combine observations with the analysis of a variety of performance reports at an individual and team level to diagnose positive and negative patterns driving the performance

  •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

  •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)

  •Collaborative verbal and written communication skills to obtain clarifying information, explain action needed/reasoning, effectively partner to find/implement solutions

  Desired Skills:

  •Experience with PDIM (Physical Document Inventory Management) application

  •Ability to leverage data and reporting to manage inventory and service level agreements

  •Familiarity with Quality Assurance routines

  •Previous experience in document imaging

  Skills:

  • Business Operations Management

  • Customer Service Management

  • Process Performance Measurement

  • Performance Management

  • Talent Development

  • Account Management

  • Client Management

  • Relationship Building

  • Process Management

  • Leadership Development

  • Risk Management

  • Policies, Procedures, and Guidelines Management

  • Workforce Analytics

  • Process Design

  • Hiring and Onboarding

  Shift:

  1st shift (United States of America)

  Hours Per Week:

  40

• About the company

  Bank of America is one of the world's largest financial institutions, serving individuals, small- and middle-market businesses and large corporations with a full range of banking, investing, asset management and other financial and risk management products and services.

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