Information Management Team Lead

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 information 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, approvals, and team supervision to ensure processes are executed correctly. Job expectations include escalating issues to the team manager when necessary, while maintaining a deep knowledge of all key functions supported.

Responsibilities:

• Performs moderately complex activities supporting the assignment, sourcing, gathering, furnishing and movement of financial and client information and data according to the established guidelines and procedures
• 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

Skills:

• Attention to Detail
• Customer and Client Focus
• Oral Communications
• Account Management
• Adaptability
• Analytical Thinking
• Critical Thinking
• Written Communications
• Active Listening
• Collaboration
• Problem Solving
• Stakeholder Management

Business Description:

As part of Wealth Management Operations (WMO), Investment Information Management Organization, this position is an information Management Team Lead role within the Merrill Private Wealth Performance Operations group. This group is responsible for maintaining timely and accurate client performance returns for the branch office network. The team lead supports the performance measurement analysts with a wide variety of issues relating to domestic and international account performance and acts as a liaison between the team and business partners to ensure timely resolution of issues and/or support of new enhancements.

Responsibilities:

• Resolves day-to-day problems and executes deliverables within the business unit.

• Applies knowledge of the end-to-end processes and ensures adherence to bank and regulatory policy and procedures when making decisions that impact various operations and product line.

• Manages team workload and provides oversight and direction to team.

• Evaluates efficiencies and identifies areas of improvement and growth to the overall process and implements process improvement opportunities.

• Maintains internal, operational, and financial controls and works within risk appetite of the business unit.

• Ensures all daily initiatives, deliverables, and events are completed timely and accurately.

• The Information Management Team Lead is responsible for assisting with executive level presentations, audit requests and inquiries, approving time tracking, reviewing and updating team templates and procedures, escalating issues, capacity planning, strategic initiatives, and able to meet deliverables within time constraints, especially during periods of high volume. 

• The Information Management Team Le