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Transaction Management Team Lead | BPRO Money Movement & Settlement

Chandler, Arizona

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.

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 overseeing the day-to day transaction processing operations function, and ensuring the team executes operations tasks with accuracy, timeliness and quality service. Key responsibilities include employee training, coaching, addressing employee inquiries, escalations, approvals, and team supervision ensuring accurate process execution. Job expectations include maintaining service quality, accuracy and escalating issues to management, as needed.

Responsibilities:

Manages team workflow across various systems and provides process oversight and direction for accurate and timely completion of deliverables

Provides day-to-day training and coaching to team while addressing employee inquiries and escalations

Monitors team service levels, volume, performance metric reporting, escalating concerns where appropriate

Conducts quality assurance reviews and provides routine supervisory manager approvals

Researches complex operational and client requests, issues, and escalations to identify root cause and assist with remediation efforts and solutions

Reviews processes to ensure effectiveness, and recommending process improvement and risk mitigation opportunities to senior management

Supports risk management and audit processes, including identification of issues, development of mitigation strategies, and exam preparation

Line of Business Job Description:

Wealth Management Operations provides end-to-end operational support that drives the client experience for Wealth Management advisory partners and their clients. Within WMO, Banking & Personal Retirement Operations provides support for Merrill and Private Bank accounts and transactions. The Perform Merrill and Private Bank Settlement Transactions Team supports Inter-Bank Reconciliation of internal Deposit Demand accounts, the Settlement of brokerage client activity performed under the banking functions available to our various brokerage accounts, and the processing of internal money movement needs as requested by our Branch and Administrative partners. ​

Required Skills:

A successful Transaction Management Operations Team Lead on this team:​

Possesses and maintains a full understanding of the end-to-end process for the team including but not limited to understanding the client experience, the products, the process flow, the systems, the control points, the risks, and the metric targets

Serves as the first line of support for Account Management Representatives and Operations Analysts with training, answering questions, escalations or obstacles when executing the process

Coaches and supports Account Management Representatives and Operations Analysts as needed to drive team and individual performance goals

Serves and the manager's back up, proxy and partner in creating an inclusive and engaged team

Builds rapport and effective relationships with all team members, manager and all partners needed to resolve issues within the process or gain approval for exceptions

Adapts and helps team members adapt to ever changing products and services

Complies with all Bank of America policies

Desired Skills:

Problem Solving: ability to draw upon past knowledge and experiences to find a solution and define a path of action

Coaching: ability to support a client or employee in achieving a specific personal or professional goal by providing training, feedback, and guidance

Decision Making: ability to objectively select an optimal course of action within an acceptable timeframe, applying experience, data and facts

Drives Engagement: ability to motivate others (live or virtually) to be creative, to overcome challenges and resolve conflict to deliver improved outcomes

Relationship Building: ability to develop, establish, and maintain ethical connections and long term strategic relationships with individuals throughout the company to assist in achieving work-related goals and business objectives and to enhance decision making in business units throughout an organization

Prioritization:** **ability to exercise conscious control of time spent on multiple activities while handling competing priorities and organizing and delegating the work to increase effectiveness, efficiency, and productivity

Adaptability: ability to change behavior in response to or in anticipation of changes in the work environment

Proficient with MS Office

Skills:

Attention to Detail

Customer and Client Focus

Oral Communications

Prioritization

Problem Solving

Written Communications

Account Management

Analytical Thinking

Coaching

Mentoring

Research

Result Orientation

Shift:

1st shift (United States of America)

Hours Per Week:

40

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, 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 "Know your Rights" poster, CLICK HERE (https://www.eeoc.gov/sites/default/files/2023-06/22-088\_EEOC\_KnowYourRights6.12.pdf) .

View the LA County Fair Chance Ordinance (https://dcba.lacounty.gov/wp-content/uploads/2024/08/FCOE-Official-Notice-Eng-Final-8.30.2024.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 .

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. Should you be offered a role with Bank of America, your hiring manager will provide you with information on the in-office expectations associated with your role. These expectations are subject to change at any time and at the sole discretion of the Company. To the extent you have a disability or sincerely held religious belief for which you believe you need a reasonable accommodation from this requirement, you must seek an accommodation through the Bank’s required accommodation request process before your first day of work.

This communication provides information about certain Bank of America benefits. Receipt of this document does not automatically entitle you to benefits offered by Bank of America. Every effort has been made to ensure the accuracy of this communication. However, if there are discrepancies between this communication and the official plan documents, the plan documents will always govern. Bank of America retains the discretion to interpret the terms or language used in any of its communications according to the provisions contained in the plan documents. Bank of America also reserves the right to amend or terminate any benefit plan in its sole discretion at any time for any reason.