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Job Information

Bank of America Senior Operations Analyst in Charlotte, North Carolina

Senior Operations Analyst

Charlotte, North Carolina

Job Description:

Line of Business Position Description and Responsibilities:

Exception Queue operators manage workflow, process emails, perform quality reviews and manage system outages. Their key responsibility is to review emails to ensure proper classification and extraction of key details to enable downstream systems.

Additional Responsibilities:

∙Manage Exception Queues for casing of Servicing requests; review emails to determine appropriate request type and identify relevant data for extraction

∙Responsible for understanding the concept of workflow, including: end-to-end processing; meeting service level agreements; liaising with business partners; monitoring system outages, unplanned downtimes, and volume fluctuations

∙Comfortable engaging with management and business partners to raise and discuss errors, issues, and opportunities for improvement

Required Skills and Experience:

∙1+ years’ experience working with an operations team and/or technology unit

∙Ability to deconstruct complex issues and drive timely decisions, knowing when to engage others for additional input, and when to act independently

∙Ability to connect the dots and make sense of information across multiple data points and upstream/downstream dependencies

∙Strong partnership and relationship building skills needed to work with stakeholders across teams, build consensus and execute strategic objectives

∙Ability to work in a fast-paced environment to drive quality goals while meeting aggressive delivery deadlines

∙Proactive and “no surprises” approach in communicating

∙Ability to learn and adapt to change; ability to think analytically and voice opinion as a subject matter expert

∙Excellent interpersonal skills, positive attitude, team player, flexible

∙Highly organized, adept at time management and problem solving

Desired Skills and Experience:

∙Knowledge of Treasury products, processes, and systems

∙Workflow coordination experience

∙Passion for robotics/automation technology and innovation

Additional Competencies and Behaviors:

∙Strives to bring new thoughts and ideas to teams in order to drive innovation and unique solutions

∙Excels in working among diverse viewpoints to determine the best path forward

∙Experience in connecting with a diverse set of clients to understand future business needs – is a continuous learner

∙Commitment to challenging the status quo and promoting positive change

∙Participate in and drive collaborative efforts to advance tools, technology, and ways of working to better serve an evolving client base

∙Believes in value of diversity so we can reflect, connect and meet the diverse needs of our clients and employees around the world

Enterprise Role Overview:

Responsible for the day to day resolution of complex problems and the execution of complex transactions for the business unit, or units, including research. Coordinates the implementation of new products and or services, procedures, and systems and or hardware solutions for problems in the operations environment. Initiates projects and alternatives to improve operations efficiency. Ability to use Microsoft Office to support status reporting requirements. Should have thorough understanding of the business unit's operations processes and implications on other groups within the operations function. Knowledge acquired through increasingly responsible operations analysis work and on the job training. Ability to communicate across and up the organization. Must be able to work independently and is not afraid to make a decision and act on it. Provides guidance to associates within own unit regarding procedural, technical and/or operational changes. Individuals typically have 3-5 years of experience. Bachelor degree or equivalent preferred.

Job Band:

H6

Shift:

1st shift (United States of America)

Hours Per Week:

40

Weekly Schedule:

Referral Bonus Amount:

0

Job Description:

Line of Business Position Description and Responsibilities:

Exception Queue operators manage workflow, process emails, perform quality reviews and manage system outages. Their key responsibility is to review emails to ensure proper classification and extraction of key details to enable downstream systems.

Additional Responsibilities:

∙Manage Exception Queues for casing of Servicing requests; review emails to determine appropriate request type and identify relevant data for extraction

∙Responsible for understanding the concept of workflow, including: end-to-end processing; meeting service level agreements; liaising with business partners; monitoring system outages, unplanned downtimes, and volume fluctuations

∙Comfortable engaging with management and business partners to raise and discuss errors, issues, and opportunities for improvement

Required Skills and Experience:

∙1+ years’ experience working with an operations team and/or technology unit

∙Ability to deconstruct complex issues and drive timely decisions, knowing when to engage others for additional input, and when to act independently

∙Ability to connect the dots and make sense of information across multiple data points and upstream/downstream dependencies

∙Strong partnership and relationship building skills needed to work with stakeholders across teams, build consensus and execute strategic objectives

∙Ability to work in a fast-paced environment to drive quality goals while meeting aggressive delivery deadlines

∙Proactive and “no surprises” approach in communicating

∙Ability to learn and adapt to change; ability to think analytically and voice opinion as a subject matter expert

∙Excellent interpersonal skills, positive attitude, team player, flexible

∙Highly organized, adept at time management and problem solving

Desired Skills and Experience:

∙Knowledge of Treasury products, processes, and systems

∙Workflow coordination experience

∙Passion for robotics/automation technology and innovation

Additional Competencies and Behaviors:

∙Strives to bring new thoughts and ideas to teams in order to drive innovation and unique solutions

∙Excels in working among diverse viewpoints to determine the best path forward

∙Experience in connecting with a diverse set of clients to understand future business needs – is a continuous learner

∙Commitment to challenging the status quo and promoting positive change

∙Participate in and drive collaborative efforts to advance tools, technology, and ways of working to better serve an evolving client base

∙Believes in value of diversity so we can reflect, connect and meet the diverse needs of our clients and employees around the world

Enterprise Role Overview:

Responsible for the day to day resolution of complex problems and the execution of complex transactions for the business unit, or units, including research. Coordinates the implementation of new products and or services, procedures, and systems and or hardware solutions for problems in the operations environment. Initiates projects and alternatives to improve operations efficiency. Ability to use Microsoft Office to support status reporting requirements. Should have thorough understanding of the business unit's operations processes and implications on other groups within the operations function. Knowledge acquired through increasingly responsible operations analysis work and on the job training. Ability to communicate across and up the organization. Must be able to work independently and is not afraid to make a decision and act on it. Provides guidance to associates within own unit regarding procedural, technical and/or operational changes. Individuals typically have 3-5 years of experience. Bachelor degree or equivalent preferred.

Shift:

1st shift (United States of America)

Hours Per Week:

40

Learn more about this role

Full time

JR-21064589

Band: H6

Manages People: No

Travel: No

Manager:

Talent Acquisition Contact:

Ryan Evans

Referral Bonus:

0

Bank of America and its affiliates consider for employment and hire qualified candidates without regard to race, religious creed, religion, color, sex, sexual orientation, genetic information, gender, gender identity, gender expression, age, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law, and as such affirms in policy and practice to support and promote the concept of equal employment opportunity and affirmative action, in accordance with all applicable federal, state, provincial and municipal laws. The company also prohibits discrimination on other bases such as medical condition, marital status or any other factor that is irrelevant to the performance of our teammates.

To view the "EEO is the Law" poster, CLICK HERE (https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf) .

To view the "EEO is the Law" Supplement, CLICK HERE (https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf) .

Bank of America aims to create a workplace free from the dangers and resulting consequences of illegal and illicit drug use and alcohol abuse. Our Drug-Free Workplace and Alcohol Policy (“Policy”) establishes requirements to prevent the presence or use of illegal or illicit drugs or unauthorized alcohol on Bank of America premises and to provide a safe work environment.

To view Bank of America’s Drug-free workplace and alcohol policy, CLICK HERE .

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