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Sr. Operations Analyst - Wire Exception & Repair

Scranton, Pennsylvania

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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 analyzing the day-to-day issues, researching, and providing resolution for various issues identified within a business unit. Key responsibilities include building new procedures, completing complex non-routine analytics, creating reports, and reviewing exception testing and processing. Job expectations include supporting continuous improvement of processes by identifying trends and understanding the operations environment.

Responsibilities:

+ Works individually with frontline associates to build their professional proficiency beyond standard skills acquired in training.

+ Prepares and organizes activities and demonstrations to ensure all planned topics are covered according to the on-boarding timeline.

+ Collaborates with the management team to design successful action plans that improve overall performance

+ When not on-boarding, focus is on up-skilling and new initiatives for in-role associates, including coaching, training, and assessing performance

+ Seeks to improve agent performance through 1:1 Coaching Sessions, Deskside Coaching, and schedules follow-ups to ensure feedback is being utilized

+ May assign and manage workflow during on-boarding in coordination with site leadership. May conduct file and call reviews.

+ Supports unit conformity to prescribed standard work processes and reduction of variability in the unit

+ Leads implementation for products, services, and operational solutions

+ Manages the design, documentation, implementation, and monitoring of new products and services

+ Consults on procedural, technical, and operational changes

+ Advances business products knowledge within operations environment

+ Fosters relationships with partners and teammates

+ Inspects data to identify issues and trends

+ Presents reporting on key performance and implementation status

Required Qualifications:

+ 2+ years experience in coaching and teaching

+ 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

+ Strong communication skills

+ Ability to work and complete tasks within a team environment

​

Desired Qualifications:

+ Knowledge with any of the following software is a plus: WTX, ARIES, JIRA, Intix Applications, eTask, SWIFT

Skills:

+ Attention to Detail

+ Monitoring, Surveillance, and Testing

+ Policies, Procedures, and Guidelines Management

+ Regulatory Compliance

+ Written Communications

+ Adaptability

+ Business Acumen

+ Continuous Improvement

+ Critical Thinking

+ Process Mapping

+ Change Management

+ Consulting

+ Data Management

+ Reporting

+ Research

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.