GWIM Sr Team Operations Mgr -Wealth Management Client Services - Chandler, AZ GWIM Sr Team Operations Mgr -Wealth Management  …

Bank of America Merrill Lynch
in Chandler, AZ
Permanent, Full time
Be the first to apply
Competitive
Bank of America Merrill Lynch
in Chandler, AZ
Permanent, Full time
Be the first to apply
Competitive
GWIM Sr Team Operations Mgr -Wealth Management Client Services - Chandler, AZ
Job Description:

Line of Business Job Description
The GWIM Wealth Management Manager will provide leadership and management for a mid-sized team of service associates supportingMerrill Wealth Management clients through inbound calls from Retail/ Business clients and /or branch office personnel. Additionally, Team Managers will be responsible for the product/process knowledge as it relates to the Bank of America banking services provided by the Wealth Management .

Core Responsibilities:
  • Manages a front-line team of individual contributors supporting GWIM client
  • Manages operations functions that typically have a high level of regulatory risk, monetary exposure and loss potential due to transaction size and daily production windows, which can impact client relationships
  • Manages daily activities and ensures adherence to operating procedures and regulatory requirements. Develops and implements new processes and procedures to improve operating efficiency, timeliness and workflow coordination
  • Performs management functions such as hiring, training, performance planning, coaching, and disciplinary action. May have responsibility or provides input for budget/expense management, reporting and forecasting.
  • Requires full knowledge of operations management with prior operations management experience in the home loans products. This associate regularly interacts with business partners and their support groups (Compliance, Audit, Finance, etc.), as well as external clients.
  • The candidate must consistently demonstrate excellent verbal and written skills and exhibit a strong commitment to customer satisfaction and service ownership via observable call management behaviors. Associates must also demonstrate a cooperative and professional work ethic while achieving the required call center metrics (example: adherence, service levels, client satisfaction, digital promotion) that are utilized to evaluate their performance.
  • Handle incoming Wealth Management client calls utilizing professional telephone and problem solving skills
  • Explain content, format and activity on monthly and quarterly statement. Assist client with reconciliations of monthly activity
  • Consistently achieve minimal or beyond expectations for performance metrics and quality standards

Additional Responsibilities:
Manages operations functions that typically have a high level of regulatory risk, monetary exposure and loss potential due to transaction size and daily production windows, which can impact client relationships. Manages daily activities and ensures adherence to operating procedures and regulatory requirements. Develops and implements new processes and procedures to improve operating efficiency, timeliness and workflow coordination. Performs management functions such as hiring, training, performance planning, coaching, and disciplinary action. May have responsibility or provides input for budget/expense management, reporting and forecasting. Requires full knowledge of operations management with prior operations management experience in the specific functional/product area managed. This associate regularly interacts with business partners and their support groups (Compliance, Audit, Finance, etc.), as well as external clients.

Job Posting Description:
Manages a medium-large segment or multiple related units in a GWIM support operations function for one or more product areas such as funds transfer, collateral mgt/margins, corporate actions, static data/data management, control, trader support, clearance/settlement, documentation/confirmations, customer service, new accounts,client valuations, document processing or statement/billing processing. Manages operations functions that typically have a high level of regulatory risk, monetary exposure and loss potential due to transaction size and daily production windows, which can impact client relationships. Manages daily activities and ensures adherence to operating procedures and regulatory requirements. Develops and implements new processes and procedures to improve operating efficiency, timeliness and workflow coordination. Performs management functions such as hiring, training, performance planning, coaching, and disciplinary action. May have responsibility or provides input for budget/expense management, reporting and forecasting. Requires full knowledge of operations management with prior operations management experience in the specific functional/product area managed. This associate regularly interacts with business partners and their support groups (Compliance, Audit, Finance, etc.), as well as external clients. Generally 5-7 years or more experience is preferred.

Required Skills
  • 5 or more years of leadership experience is required
  • 1 or more years of managing or developing front line associates is required
  • 2 or more years of Operations experience is required
  • Wealth Management experience is required
  • Experience managing functions that support high value and affluent clients and their advisers
  • Ability to develop associates to achieve optimal performance results
  • Ability to lead projects and continually utilize independent judgment
  • Must possess strong leadership qualities of cooperative and professional work ethic including be flexible with working after normal business hours and when needed on the weekends and some holidays to provide leadership coverage.
  • Strong ownership skills
  • Requires full knowledge of operations management with prior operations management experience in the home loans products
  • Must have excellent verbal and written skills and exhibit a strong commitment to customer satisfaction and service ownership via observable call management behaviors.
  • Must be flexible with schedule, based on business needs

Additional Job Competencies:
In addition, the incumbent is expected to demonstrate the following competencies. They include, but are not limited to:
  • Professional Demeanor: Demonstrating patience, composure, and client service attitude.
  • Service Adeptness: Comprehend and empathize with client needs, devote time and effort to satisfy the client's requests.
  • Problem Solving and Decision Making Skills: Use good research and problem solving skills; know where to go to resolve problems.
  • Initiative: Demonstrate a "self-starter" behavior and a willingness to help others.
  • Communication Skills: Communicate effectively both written and verbal, tailor communications to audience, actively listen and follow-up with questions and updates to involved parties


Shift:
1st shift (United States of America)

Hours Per Week:
40
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