Business Strategy & Initiatives Mgr - Client Services Readiness

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 supporting the development and execution of strategic initiatives and/or processes aligned to priorities within a functional area and/or business. Key responsibilities include defining, developing, executing, monitoring, and/or refining strategic initiatives and processes in close collaboration with key stakeholders and internal partners.

Responsibilities:

• Builds and/or executes business initiatives and/or processes, while partnering with stakeholders and partners

• Solves complex problems and delivers on business initiatives and processes by applying subject matter expertise and technical knowledge of the business

• Engages with key stakeholders, partners, and business leadership to deliver on business objectives

• Performs analytics, assessments, and/or interpretation of data and/or information to identify business opportunities, derive insights, and measure outcomes

• Develops strategic and tactical plans to drive progress towards business goals and objectives

• Acts as primary point of contact for Retail and Preferred client services for general readiness initiatives, questions and suggestions

• Maximizes readiness TOS through inserting LOB topics and integrating related material into planned topics

• Responsible for reviews of New Hire content, aligning SMEs for complex processes to ensure material is relevant and accurate

• Ensures LOB priorities and culture were integrated seamlessly throughout

• Reviews and approve all topics prior to addition to readiness agenda

• Actively participates in existing LOB routines to remain current on strategy and operational priorities

• Establishes ongoing forums and routines to gather operational feedback (anecdotal and analytical) to identify proficiency gaps

• Develops remediation plan that optimizes available readiness channels. 

• Owns readiness deliverables for critical initiatives,  Examples include; Specialty Services transformation; Shared Capabilities Servicing, Own It and Words Matter 2.0

Required Qualifications:

• 3+ years proven Operational leadership/supervisory experience

• 3+ years contact center experience

• Ability to communicate, influence and drive change across all levels of the organization, leveraging advanced written, verbal and presentation skills

• Ability to Influence partners via data-driven business cases backed by subject matter expertise, and to encourage collaboration across lines of business.

• Strong Risk Control framework

• Proficient Analytical skills

• Proven track record of identifying readiness process opportunities to improve the client and associate experience

• Ability to deliver across a varied set of priorities, both planned and ad-hoc, and adapt within a dynamic and fast-paced environment       

Desired Qualifications:

• Strong knowledge of Client Services

Skills:

• Business Acumen

• Critical Thinking

• Customer and Client Focus

• Result Orientation

• Analytical Thinking

• Collaboration

• Oral Communications

• Stakeholder Management

• Adaptability

• Innovative Thinking

• Planning

• Prioritization

Minimum Education Requirement: High School Diploma / GED / Secondary School or equivalent