Bank of America

Business Strategy & Initiatives Manager – Client Services Readiness

Bank of America

full-time

Posted on:

Location Type: Hybrid

Location: Hunt Valley • Maryland • Nevada • United States

Visit company website

Explore more

✨ AI Apply
Apply

Salary

💰 $115,000 - $175,000 per year

About the role

  • 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 approves 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

Requirements

  • 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.
  • Strong knowledge of Client Services
Benefits
  • This role is currently benefits eligible.
  • We provide industry-leading benefits, access to paid time off, resources and support to our employees so they can make a genuine impact and contribute to the sustainable growth of our business and the communities we serve.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
analyticsdata interpretationstrategic planningtactical planningrisk controloperational leadershipcontact center operationsreadiness process improvementdata-driven business casesproficient analytical skills
Soft Skills
communicationinfluencedrive changecollaborationpresentation skillsadaptabilityproblem-solvingstakeholder engagementfeedback gatheringleadership