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Operations Control Manager - Consumer AML Operations KYC Call Center

Bank of America

Bank of America

Customer Service, Operations
Addison, TX, USA
Posted on Thursday, February 1, 2024

Job Description:

Manages team of individuals supporting the performance of the Know Your Customer Contact Center. This support includes project support, associate engagement planning and execution, coordinating leadership routines, managing new hire and ongoing training, communication support, requisition coordination, managing front line production, and managing proficiency coach support. This role includes performance data review and presentation. Supports the coordination of procedure content validation and updates. Works with multiple business partners such as legal-risk-compliance, initiatives team, business enablement, and business controls to mitigate risk and ensure contact center adherence to procedures. Good understanding of reporting and analytics and the ability to leverage scorecards to motivate overall Call Center performance.

Required Skills:

  • 2 or more years of strong leadership , associate readiness, coaching and feedback experience
  • Strong relationship management experience / skills including the ability to interact, communicate and influence equally well within all levels of organization.
  • Strong Executive Presence is required
  • Excellent communication and presentation skills; able to communicate in a direct, succinct manner.
  • Ability to navigate in a highly complex organization and operate effectively in changing environment
  • Strong analytical and problem solving skills; Ability and drive to measure impact of initiatives through metrics and analysis.
  • Intermediate experience Microsoft Office suite - Excel, Word, PowerPoint and general database functionality.

Shift:

1st shift (United States of America)

Hours Per Week:

40