Bank of America Operations Market Manager in Wappingers Falls, New York

Job Description:

Operation Market Managers (OMMs) drive customer service and manage risk in a designated geographical consumer market made up of approximately 25 financial centers. The OMM’s core responsibilities include owning customer experience and risk within a consumer market, building a customer-centric culture across financial centers, and collaborating with partners across the organization to achieve operational and performance excellence. OMMs are responsible for directly managing the Financial Center Managers (FCM) and report to the Region Operations Executive (ROE).

Primary Responsibilities

Risk and operational management

• Understand the overall company strategy and translate that into local market tactics

• Execute consistently through formalized management routines

• Coach the FCM’s and provide feedback to improve individual and market performance

• Coach FCMs to identify risk and service opportunities for improvement by analyzing key performance indicators and inspecting associate behaviors

• Collaborate with market leaders and business partners to leverage best practices and breakthrough strategies to exceed goals and to drive process improvement

• Conduct banking center visits and reviews to visibly manage/inspect processes and ensure customer and associate safety; compliance with financial center objectives, policies, procedures, and operations

Customer experience

• Foster a customer-centric environment across all financial centers by holding associates accountable for delivering an exceptional and consistent customer experience

• Ensure alignment of financial center resources to serve the core financial needs of customers and top clients

• Partner with Market Sales Manager to deliver against our revenue strategy

• Receives and handles customer escalations and ensures enterprise complaints tracking process is executed

• Ensures associates are proficient in assisting and educating customers on how to conduct simple transactions via ATA, ATM, on-line and mobile capabilities; identifies Small Business/Commercial self-service opportunities

Talent management

• Leads and executes Talent Management process within the market for Operational Roles

• Responsible for sourcing and hiring of FCM and FCOM roles

• Creates a coaching culture and develops individuals and teams to maximize performance

• Manages and mitigates underperforming and declining results in the risk and customer experience space; Develops quality action plans and completes performance improvement process if appropriate for direct reports and hold FCMs accountable for the same

Required skills:

  • A minimum of three years of senior level multi-unit retail management or regional/market banking management experience leading, managing, motivating and developing a team with a large span of control

  • Proven results exceeding goals of managing areas of service, leadership and talent management in a customer-centric, results-driven environment

  • Ability to drive behavioral changes and hold leaders accountable (in person and virtually)

  • Ability to serve as customer advocate to resolve problems independently or escalate as needed with sense of urgency

  • Proven record of balancing risk and making sound decisions while achieving business goals

  • Demonstrated success in building networks across and outside of organizations

  • Strong interpersonal skills, including the ability to easily engage others in dialogue, convey sincere interest in building/deepening relationships, and demonstrate a commitment to providing personalized service

  • Compelling communication skills including verbal, non-verbal, written and presentation, and active listening skills

  • Strong organizational skills including the ability to manage multiple responsibilities, prioritize and delegate tasks

  • Strong financial and business acumen including experience in leading managers and interpreting financial reports to drive profitability

  • Ability to pass compliance requirements

  • Proficiency in computer skills and professional programs (for example, Microsoft Office)

  • Travel may be required for geographically dispersed markets

Desired skills:

  • Undergraduate degree

  • Experience in the following industries: Consumer banking/financial services, mortgage, retail or hospitality

Posting Date : 07/11/2017

Location : US-NY-Schenectady, US-NY-Middletown, US-NY-Ellenville, US-NY-Kingston, US-NY-Kingston, US-NY-Wappingers Falls

Travel : Yes, 10% of the time

Full / Part-time : Full time

Hours Per Week : 40

Shift : 1st shift

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