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Account Management Ops Team Lead - Retirement Billing

Pennington, New Jersey

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 providing subject matter expertise across an account management operations function, and supporting the manager in all aspects of day-to-day management of the team's operations. Key responsibilities include employee training and coaching, addressing employee inquiries, escalations, and approvals including team supervision to ensure processes are executed correctly. Job expectations include escalating issues to the team manager for direction and support when necessary while maintaining a deep knowledge of all key functions supported.

Responsibilities:

+ Coordinates and manages team workflow across various systems to ensure daily processes are completed accurately and deliverables are met

+ Provides day-to-day training and coaching to team members 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

+ Identifies and recommends opportunities for process improvement and risk mitigation to senior management

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

Skills:

+ Account Management

+ Customer and Client Focus

+ Oral Communications

+ Research

+ Analytical Thinking

+ Attention to Detail

+ Coaching

+ Problem Solving

+ Written Communications

+ Mentoring

+ Prioritization

+ Result Orientation

Line of Business Description:

Investment & Monetary Controls (I&MC) Teams play a significant role within Merrill and Bank of America Private Bank. Our dynamic department is primarily located in Jacksonville, Hopewell and Dallas and responsible for collateral monitoring, obligations monitoring & enforcement, executive & equity services, securities lending, billing, reconciliation, trade corrections and insurance & annuities support. Additionally, the department is responsible for collecting $13 Billion in revenue for Global Wealth & Investment Management. Our teams are relied heavily upon for participation in projects and initiatives that help promote responsible growth for the business that supports our Clients. We focus on minimizing risk while promoting a positive Client experience. Teams interface daily with 350 Investment Managers to provide operational support for Merrill and Private Bank accounts. Opportunities exist for team members to develop leadership, project relationship management and technical skills. We offer excellent career development opportunities to foster learning and talent.

LOB Description:

The Client and Institutional Billing Department’s responsibilities include but are not limited to the following:

+ ​Supporting Clients enrolled in Merrill Lynch’s Investment Advisory Program that offers access to diversified portfolios based on strategic asset allocation ideas designed to address Clients’ long term investment goals

+ Processing of Investment Manager payments to approximately 200 Third Party Investment Managers comprising of over $840 million for customized investment advisory services to Merrill Lynch Clients

+ Revenue generation by providing invoicing for over $700 million on an annual basis, receivable reconciliation and revenue reporting for Sub-Accounting and Marketing services as well as Trailing Commissions

+ Revenue generation by facilitating billing and fees for Merrill Lynch and Private Bank accounts fees including Merrill Lynch’s Investment Advisory Program (combined $13 billion)

+ Revenue generation by the creation and distribution of invoices on behalf of Workplace Benefits amounting to over $450 million in fees annually

•The duties of this particular role include, but are not limited to:

+ ​​Maintain an awareness of Managed and/or Retirement Product platform changes, enhancements and requirements

+ Make sure that Department standards are met and that updates are provided to management through either immediate communication and/or weekly highlights

+ Assist with updates to procedural documentation / process maps, and participate in system testing as needed

+ Manage risk by identifying and escalating items appropriately

+ Participate in internal and third-party audits

+ Ability to research and resolve escalated inquiries from Internal and External Business Partners

+ Lead projects and special assignments as needed for department initiatives

+ A subject matter expert in reconciliation and/or billing processes

+ Collaborative mindset with an ability to build and maintain excellent working relationships

Required Skills:

+ ​​Ability to prioritize and handle multiple job-related duties efficiently while exercising sound judgment to ensure all quality measurements, deadlines and business objectives are met

+ General knowledge of accounting and financial reporting

+ Ability to handle multiple deliverables for either daily processing and/or expanded strategic initiatives

+ Professional written and verbal communication skills

+ Demonstrates attention to detail

+ An understanding of technology and the ability to incorporate that understanding into process improvements

+ Ability to work independently while effectively managing and finding resolution to complex situations

+ Career oriented teammate seeking to grow within the organization

+ 3 years of experience relating to reconciliation, billing, project management, trading and/or managed products service support

Desired Skills:

+ ​​​Knowledge of Various Product Types (Mutual Funds, Alternative Investments, Managed Products, Retirement Products, etc.) within an operational setting​

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.