Operations Performance Manager - Complaints & Social Media - Client Services

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 an 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 driving operational support across multiple locations / site. Key responsibilities include influencing site leadership to achieve and exceed key operating metrics, ensuring rigorous reporting & inspection routines resulting in consistent operational execution. Job expectations include leading key initiatives, translating strategy into real‑time operational deployments and proactively identifying / responding to risk issues, making balanced decisions across people, process and technology. The incumbent will be engaged in performance management activities.

Responsibilities

Leverages data, analysis and reporting to proactively identify performance trends and enablement opportunities

Demonstrates strong leadership and communication skills, and influences with impact across the organization

Provides coaching effectively and gains followership through influence to drive positive results

Develops leaders through influence

Balances multiple needs, requests and goals

Works in a fast paced environment with several competing priorities

Required Qualifications

3+ years overall Contact Center Experience.

Experience in managing team(s) call center and / or operational functions in a mission‑critical environment.

MS Office Proficiency (Excel, PowerPoint, Word, PowerPoint), including ability to leverage PowerPoint for presentations.

Demonstrated ability to make decisions, adapt to change and recommend creative solutions.

Ability to lead, prioritize and manage multiple assigned tasks meeting targeted deadlines.

Ability to communicate across and up the organization through robust storytelling techniques.

Must be able to work independently as well as partner with teammates.

Highly motivated, flexible and ability to work in fast paced environment.

Desired Qualifications

Client Care Contact center knowledge

Experience in Change Management, HR, Finance, Communications, Business Controls or Operations

Ability to effectively interact with all levels of management

Project management

Skills

Collaboration

Customer and Client Focus

Performance Management

Project Support

Decision Making

Innovative Thinking

Written Communications

Executive presence

Attention to Detail

Coaching

Influence

Shift

1st shift (United States of America)

Hours Per Week

40

Pay Transparency details

US - CA - Alhambra - 160 E Main St - ALHAMBRA MAIN OFFICE (CA8108), US - CA - Anaheim - 300 S HARBOR BLVD - ANAHEIM MAIN OFFICE (CA7109), US - CA - Glendale - 345 N Brand Blvd - GLENDALE MAIN OFFICE (CA8109), US - CA - Pomona - 444 S Garey Ave - POMONA MAIN OFFICE (CA7110), US - CA - Valencia - 23929 Valencia Blvd - VALENCIA BC (CA8152), US - CA - Westlake Village - 31303 Agoura Rd - 31303 Agoura Road (CA6917), US - MD - Hunt Valley - 11333 MCCORMICK RD - HUNT VALLEY II (MD5032), US - NV - Las Vegas - 1351 N Town Center Dr (NV1507), US - NY - Elma - 611 Jamison Rd - (NY7507), US - NY - Utica - 5701 Horatio St - 5701 Horatio Arterial (NY7501), US - RI - Riverside - 3400 Pawtucket Ave - East Providence Call Center (RI1530)

Pay and benefits information

Pay range $69,600.00 - $108,200.00 annualized salary, offers to be determined based on experience, education and skill set. Discretionary incentive eligible. This role is eligible to participate in the annual discretionary plan. Employees are eligible for an annual discretionary award based on their overall individual performance results and behaviors, the performance and contributions of their line of business and / or group; and the overall success of the Company.

Benefits

This role is currently benefits eligible. We provide industry‑leading benefits, access to paid time off, resources and support to our employees so they can make a genuine impact and contribute to the sustainable growth of our business and the communities we serve.

#J-18808-Ljbffr