Senior Operations Consultant - KYC Contact Center Learning Instructor

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 resolving day-to-day complex problems, researching, and executing on complex transactions for multiple sites or larger business unit(s). Key responsibilities include leading the design, development, and implementation of products, systems, processes, and services using discretion within the project management methodologies, with a focus on continuous improvement.

Job Description Summary:

Responsible for training of frontline associates and leadership team. Prepares, enhances, organizes, and executes training to include new hire and ongoing education. Listens to calls, reviews performance reporting, and supports chat to identify knowledge gaps and training opportunities. Creates and manages knowledge checks and supports team meeting deck subjects. When not on-boarding, focus is on up-skilling and new initiatives for in-role associates, including coaching, training, and assessing performance. Requires experience and knowledge of LOB specific functions, systems and tools that are necessary to assess and improve performance as well as teaching and coaching skills. Typically will have 1-3 years' experience.

Responsibilities:

• Leads the design, development, and implementation of complex products, systems, and services in an operations environment using subject matter expertise
• Manages projects and direct activities of a team related to special initiatives
• Advises as a technical expert in assigned area by providing work direction, guidance, and training to employees and business partners on new complex initiatives
• Builds relationships with business partners across various Lines of Business
• Manages and defines responsibilities and accountabilities for key program and projects

Required Skills:

• Proven results meeting or exceeding goal oriented expectations
• Maintained a meets/meets or better on annual reviews for the last 3 years
• Excellent time management skills
• Self-motivated and motivational to others
• Strong communication skills, to include written, verbal, non-verbal and active listening
• Great organizational skills, including the ability to manage multiple tasks simultaneously

Skills:

• Critical Thinking
• Customer and Client Focus
• Decision Making
• Problem Solving
• Risk Management
• Adaptability
• Attention to Detail
• Collaboration
• Issue Management
• Analytical Thinking
• Oral Communications
• Presentation Skills

Shift:
1st shift (United States of America)

Hours Per Week:
40