Bank of America San Gabriel Valley-Financial Center Operations Manager-Foothill Rosemead FC-Pasadena, Ca. in Pasadena, California
Operations Managers play a critical leadership role in the financial center and are required to exercise discretion and independent judgment, as necessary. They are accountable for the operations of the financial center with oversight of functions that service the teller line, day to day policy and procedure adherence, and improvement of banking center performance. OM's also assume leadership responsibility for the banking center in the Financial Center Managers absence and ensure that the FCM's directives are implemented. Primary Responsibilities Manage the financial center operations Provide oversight on all operational activities including transaction accuracy and execution of operational leadership tasks Identify risks, prioritize areas of focus, educate associates on avoiding risks and create action plans Ensure that in the event of a new procedure, product, or operational change, associates are informed and are properly executing the change Track/manage service and operational performance metrics through monitoring of daily activities and reports. Ensure day-to-day service and sales activities comply with standards for customer and operational excellence and meet regulatory compliance requirements Ensure associate and customer safety Identify and route client needs to the Relationship Mngr., Center Based SBB and or FSA as appropriate for all sales, service and specialized needs Capitalize on referral opportunities to help customers take full value of their Bank of America relationship Leverage resources and technologies to optimize customer experience and serve our customers with excellence and accuracy Provide a value added customer experience that leads to improved satisfaction and sales Handle escalations in the absence of the FCM; ensure enterprise complaint tracking Own resource management for the financial center Assist associates in complex transactions/resolving issues that require understanding of regulatory compliance/policy and procedural knowledge. Coach associates to be efficient/in compliance with policies/procedures in customer service, operational procedures, transactions accuracy and customer engagement. Proven results exceeding goals in a customer-centric, results-driven environment Influence/collaborate with others outside of reporting authority to achieve shared goals Proven customer service skills/ability to resolve problems/escalate as needed Strong financial/business acumen including experience interpreting reports Proven record of balancing risk/making sound decisions while achieving business goals Strong interpersonal skills, ability to easily engage others in dialogue, convey sincere interest in building/deepening relationships, and demonstrate a commitment to providing personalized service. Strong organizational skills, ability to manage multiple responsibilities, prioritize, and delegate while delivering results. Strong communication skills (verbal, non-verbal, written & presentation) and active listening skills. Proficiency in computer skills/professional programs. Ability to pass pre-employment assessments and compliance requirements. Availability to work weekends and/or extended hours as required. Will be required to conduct over the counter transactions for service needs as necessary.This position is subject to SAFE Act registration requirements. Pursuant to the SAFE Act requirements, all employees engaged in residential loan mortgage originations must register with the federal registry system and remain in good standing. Since your position requires SAFE Act registration, you will be required to register and to submit to the required SAFE Act background check and registration process. Failure to obtain and/or maintain SAFE Act registration may result in your immediate termination.
Required Skills - Proven results exceeding goals in a customer-centric, results-driven environment - Demonstrated ability to influence and collaborate with others outside of reporting authority to achieve shared goals - Proven customer service skills and the ability to resolve problems independently or escalate as needed to promote customer satisfaction - Strong financial and business acumen including experience interpreting reports to drive performance - Proven record of balancing risk and making sound decisions while achieving business goals - Strong interpersonal skills, including the ability to easily engage others in dialogue, convey sincere interest in building/deepening relationships, and demonstrate a commitment to providing personalized service - Strong organizational skills including the ability to manage multiple responsibilities, prioritize and delegate while delivering results - Strong communication skills (including verbal, non-verbal, written and presentation) and active listening skills - Proficiency in computer skills and professional programs (for example, Microsoft Office) - Availability to work weekends and/or extended hours as required to run the business Desired Skills - Undergraduate degree - Bilingual (fluent verbal and written) - Experience in the following industries: Consumer banking/financial services, mortgage, retail or hospitality
Posting Date : 01/11/2017
Location : US-CA-Pasadena
Travel : No
Full / Part-time : Full time
Hours Per Week : 40
Shift : 1st shift
Weekly Schedule : Mon-Fri 9-6pm, Sat 9-2pm
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