Operations Proficiency Coach I

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 and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates’ physical, emotional, and financial wellness through affordable, competitive and flexible benefits. We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve. Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs. 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 Estate Servicing Operations frontline associates in building skills beyond initial training. Key responsibilities include leading activities and demonstrations to cover onboarding topics within the set timeline. Job expectations include partnering with managers to design action plans that improve performance, and when not onboarding, focusing on coaching, training, and skill development for in-role associates.

Responsibilities:

• Provides coaching and works individually with frontline associates to build their professional proficiency beyond standard skills acquired in training
• Walks the floor and joins group chats via Teams to assist associates with questions and escalations, as needed
• Supports site and team leaders with operational routines and supports unit business continuity on exception basis
• Works with Initiative & Platform management team on projects including technical solution development, Client Journey/Operational Excellence innovation, and operating model evolution
• Focuses on up-skilling and new initiatives for associates, including coaching, training, and assessing performance
• Monitors performance and behaviors of associates and communicates progress daily with business

Internal employees who are currently working from home are still eligible to apply. However, if selected for the role, you may be required to work onsite in accordance with the workplace excellence policy

Schedule: 1st Shift- Monday-Friday

Required Qualifications:

• Minimum of 12 months experience within a relevant role within Estate Servicing Operations.
• Thorough knowledge of Estate Servicing and/or ESO process/function, bank policies, and regulations
• Deliver effective and engaging presentations to diverse audiences, both virtually and in-person
• Identify, measure, monitor, and control risk as part of daily business activities, with a focus on specific risk types
• Experience and knowledge of line of business systems and tools necessary to assess and improve performance
• Strong collaboration and partnering skills; ability to work across functions and partners
• Prioritize tasks, manage multiple responsibilities and effectively organize workflow
• Influence behavior through persuasion and positive reinforcement
• Excellent written and verbal communication skills
• Excellent attention to detail, self-motivated, and able to work with a high degree of independence
• Proficiency in using Microsoft Word, Excel, PowerPoint, as well as technology needed to facilitate meetings and share documents with leaders and partners (Telepresence, Webex, SharePoint)
  

Skills:

• Attention to Detail
• Coaching
• Critical Thinking
• Fraud Management
• Interpret Relevant Laws, Rules, and Regulations
• Problem Solving
• Process Management
• Quality Assurance
• Research
• Risk Management
• Business Operations Management
• Customer and Client Focus
• Drives Engagement
• Result Orientation
• Written Communications

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

Shift:

1st shift (United States of America)

Hours Per Week: 

40