JOB DESCRIPTION:

One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. We’re devoted to being a diverse and inclusive workplace for everyone. We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being.
Bank of America believes both in the importance of working together and offering flexibility to our employees. We use a multi-faceted approach for flexibility, depending on the various roles in our organization.
Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference. Join us!
LOB: Document Imaging Indexing Vault Operations (DIIVO) is a dynamic organization committed to delivering accurate and efficient document handling for internal and external customers. We specialize in situations that require a high attention to detail, management of risk, and adjustments for unique products. DIIVO practices process excellence in every facet of our operation and is committed to creating a work environment that drives positive employee engagement and growth. DIIVO is committed to continuous improvement of their processes and skill development for their employees.

JOB DESCRIPTION:

This job is responsible for leading an operations team in DIIVO. Key responsibilities include identifying, analyzing, and resolving complex problems, ensuring compliance with policies, and developing and implementing new processes to improve operating efficiency and ensure accuracy of workflow. Job expectations include overseeing day-to-day activities of employees, including executing document imaging.

EXPERIENCE | QUALIFICATIONS | KNOWLEDGE

• Minimum of 1 year direct leadership or management experience (preferably in an operations or production environment)
• Ability to leverage data and reporting to manage inventory and service level agreements
• Ability to combine observations with analysis of reporting to diagnose positive and negative patterns (individual and team level)
• Well-organized and able to manage competing priorities and deadlines
• Strong relationship management skills to build and maintain credibility and influence with teammates, support partners, leadership, and stakeholders
• Ability to show genuine concern and build rapport with associates, invest in our teammates, drive Great Place to Work culture
• Effective communication skills (verbal & written)
• Strong analytical and problem resolution skills
• Proficient in Microsoft Office applications (Word, Excel, PowerPoint, Outlook)

DESIRED SKILLS:

• Experience with CMOD (Content Manager OnDemand), CDOL (Client Document Online), or TrustWeb applications
• Experience with microfiche/microfilm media or hardware
• Familiar with quality assurance routines
• Previous experience in document imaging or retention and retrieval

SKILLS

• Attention to Detail
• Collaboration
• Business Operations Management
• Performance Management & Coaching
• Talent Development
• Leadership Development
• Process Management
• Relationship Building
• Hiring and Onboarding
• Operational Excellence
• Policies, Procedures, and Guidelines Management
• Process Design
• Risk Management
• Workforce Analytics

As a member of the DIIVO Imaging leadership team, an Operations Team Manager:

• Aligns bank priorities and strategies to employee metrics and goals, evaluates employee performance, and strives to recognize, encourage, and improve team performance to support an inclusive work environment
• Oversees end-to-end workstream processes and ensures adherence to bank and regulatory policy and procedures
• Implements improvements to drive growth to the overall processes and identifies data, metrics, and key performance indicators to measure process effectiveness
• Manages staffing levels and capacities, prioritizes employee development by providing effective coaching and training, and shares constructive feedback to drive Operational Excellence and employee development
• Develops and analyzes procedures to enhance unit and/or product-related activities and may oversee budget and expense management, reporting, and forecasting for designated areas
• Nurtures employee development with effective feedback and career planning conversations
• Actively participates in routines and practices to accurately assess key performance indicators and executes on actions needed to improve and maintain the health of the operation and the employee experience
• Makes sound judgements based on data to balance risks with rewards, maintain control discipline, and respond to change