Quality Control Team Manager

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:

The Quality Control team ensures process quality control testing is conducted across the Consumer Investments Operations and Life Services.  They will utilize the data to identify and escalate any potential risks.  To be successful in this role, the individual must maintain knowledge of the Consumer Investments Operations business structure, as well as knowledge of industry regulations and Merrill’s internal policies and procedures.  This individual will partner across the organization to account for process changes, procedural changes, trend recognition, risks, and enhancement opportunities identified through QC testing, and managing the defect challenge and acknowledgement across the organization.

 

As a Quality Control Team Manager, you will oversee test execution operations, execute strategy and lead a team of analysts and specialists responsible for process quality testing within Consumer Investments. 

• Leading a team of talented associates while keeping in focus, talent development, business ownership, scope expansion, business partner influence, and risk management
• People Manager & Coach: Knows and develops team members through coaching and feedback.
• Manager of Test Execution Processes & Data: Demonstrates and expects process knowledge, data driven decisions, simplicity and continuous improvement.
• Driver of Business Outcomes: Delivers results through effective team management, structure, and routines.
• Critical Thinker and Problem Solver who immediately addresses issues and escalations
• Risk Manager: Leads and encourages the identification, escalation and resolution of potential risks.
• Opportunity & Inclusion Champion: Creates an inclusive team where members are treated fairly and respectfully.
• Develop expert level knowledge of internal policies, procedures and processes to ensure the most flawless and seamless execution for client needs

• Enterprise Talent Leader: Recruits, on-boards and develops talent, and supports talent mobility for career growth.

• Collaborating with leadership peers to improve processes that impact both the client and associate experience

• Leading by example and establishing a culture of excellence
  

Responsibilities:

• Fosters a client-centric team environment by promoting an effective sales and service strategy and risk management process
• Prioritizes employee development by providing effective coaching and sharing constructive feedback to drive operational excellence
• Oversees day-to-day activities and resolves all client issues escalated to leadership

Managerial Responsibilities:
This position may also have responsibilities for managing associates. At Bank of America, all managers at this level demonstrate the following responsibilities, in addition to those specific to the role, listed above.

• Opportunity & Inclusion Champion: Creates an inclusive team where members are treated fairly and respectfully.
• Manager of Process & Data: Demonstrates and expects process knowledge, data driven decisions, simplicity and continuous improvement.
• Enterprise Advocate & Communicator: Delivers clear and concise messages that motivate, convey the “why” and connects contributions to business results.
• Risk Manager: Leads and encourages the identification, escalation and resolution of potential risks.
• People Manager & Coach: Knows and develops team members through coaching and feedback.
• Financial Steward: Manages expenses and demonstrates an owner’s mindset.
• Enterprise Talent Leader: Recruits, on-boards and develops talent, and supports talent mobility for career growth.
• Driver of Business Outcomes: Delivers results through effective team management, structure, and routines.
• Manage HR related tasks for team
• Manage/Monitor Productivity of the team
• Manage Associate Development, establish Coaching Routines and Action Plans as necessary
• Manage and Maintain Oversight of the Operational Functions of the Team/Program
  • Obtain knowledge/understanding of all processes for which the QC Program provides testing support
  • Develop/Maintain working knowledge of all Operational Functions
• Manage the Defect Challenge/Acknowledgement Process
  • Decision escalated Challenges
  • Develop Gap Remediation Plans
  • Maintain Gap Remediation Plans through QC remediation efforts
  • Provide Analysts with interim guidance as applicable

Skills:

• Recruiting
• Relationship Building
• Sales Performance Management
• Sales Strategy
• Strategic Thinking
• Account Management
• Client Experience Branding
• Executive Presence
• Performance Management
• Talent Development
• Customer Experience Improvement
• Decision Making
• Drives Engagement
• Leadership Development
• Workforce Planning
• Experienced People and Process Manager
• Deep Understanding of Test Execution (Quality Control and/or Quality Assurance)
• Ability to network and foster strong relationships across an organization
• Working Knowledge of Controls Management, Issue Support, and Risk Management
• Problem Solving and Critical Thinking
• Root Cause Analysis and Gap Research
• Superior Attention to Detail
• Decision Making
• Implementation of Change
• Analytical Thinking and Ability to Prioritize

Required Qualification:

• Prior Team Management
• CRITICAL SKILL: Risk focus, sound judgment, and ability to make meaningful decisions
• Process Driven with an exceptional attention to detail
• Demonstrates strategic thinking and supports change
• Advanced analytical and problem solving skills
• Ability to effectively juggle multiple high priority activities concurrently
• Work in a team/group environment; demonstrate a willingness/desire to share experiences or ideas with others
• Intermediate Skills – MS Office Suite: Word, Excel and SharePoint
• Capable of effectively motivate, coach and mentor team to meet metrics
• Excellent interpersonal, leadership and oral/written communication skills

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

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Pay Transparency details

US - MD - Hunt Valley - 11333 MCCORMICK RD - HUNT VALLEY (MD5031), US - NJ - Pennington - 1400 American Blvd - Hopewell Bldg 4 (NJ2140)

Pay and benefits information

Pay range

$86,300.00 - $116,900.00 annualized salary, offers to be determined based on experience, education and skill set.

Discretionary incentive eligible

This role is eligible to participate in the annual discretionary plan. Employees are eligible for an annual discretionary award based on their overall individual performance results and behaviors, the performance and contributions of their line of business and/or group; and the overall success of the Company.

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.