Operations Consultant

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. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day.
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 JOB DESCRIPTION:

Manage North America Treasury Fulfillment (NATF) Escalations daily through multiple platforms by reviewing requests, determining the urgency and validity of each Escalation request; then, engaging the appropriate departments/parties to complete the tasks necessary to close-out the escalated package request.
Monitor multiple team email inboxes to process escalation requests through documenting Quality Defects (QD) and Client Complaints, along with logging and tracking ACH Originations packages expediting with Operations Management as required.

Duties include monitoring each escalated package from request to completion by:

• Hosting weekly meetings with Treasury Fulfillment (TF) Managers to discuss and manage the Escalations pipeline, including their completion of 24/48 Hour Priority Comments and Root Cause Analysis (determined through Tableau review), as well as investigating and resolving package inquiries.
• Monitor NATF Escalations email inbox by determining the validity of each escalation request, entering the information into SP and notifying the Sales Director of receipt, while providing status updates to the Sales team; meanwhile, collaborating with TF and Operations Manager(s) to complete the escalation.
• Monitor NATF Client Complaints email inbox by determining if the complaint is under the Fulfillment line of business, entering complaints in the GSS system and Excel log; then, tracking and ensuring the complaint is resolved withing compliance guidelines.
• Monitor Quality Defects (QD) email inbox notifications of new QD submission into the SP site; then, verifying the accuracy of the information entered and determining if additional steps are required to complete the Root Cause of the QD.
• Monitor ACH Originations email inbox requests by determining if the request meets escalation requirements, entering the information on the Excel log; then, notifying the Sales team of receipt and providing status updates; meanwhile, collaborating with Operations Management to complete the escalation and updating the Excel log.
• Reviewing Tableau reporting to verify duplicate and quick close escalations; then actioning them appropriately, removing them from the SP report.

SYSTEM EXPERIENCE:

• Outlook
• Excel
• OnBoard Assist (OBA) (+)
• SharePoint
• Global Fulfillment Solution (GFS) (+)

QUALIFICATIONS:

• Customer and Client Focus
• Problem Solving
• Risk Management
• Adaptability
• Attention to Detail
• Collaboration
• Critical Thinking
• Issue Management
• Analytical Thinking
• Decision Making
• Oral Communications
• Presentation Skills

RESPONSIBILITIES:

• Advises on the design, development, and implementation of complex products, systems, and services in an operations environment using discretionary judgment
• Advises on projects and directs activities of a team related to special initiatives
• Advises as a technical expert in assigned area, providing an understanding of the business unit’s operations processes and implications on other groups within the operations function
• Consults on present-state, develops alternative future-state approaches, and facilitates implementations by creating a clear and coherent approach to guide effective program/initiative setup, execution, and control
• Identifies and recommends responsibilities and accountabilities for key programs/projects

Duties include monitoring each escalated package from request to completion by:

• Hosting weekly meetings with Treasury Fulfillment (TF) Managers to discuss and manage the Escalations pipeline, including their completion of 24/48 Hour Priority Comments and Root Cause Analysis (determined through Tableau review), as well as investigating and resolving package inquiries.
• Monitor NATF Escalations email inbox by determining the validity of each escalation request, entering the information into SP and notifying the Sales Director of receipt, while providing status updates to the Sales team; meanwhile, collaborating with TF and Operations Manager(s) to complete the escalation.
• Monitor NATF Client Complaints email inbox by determining if the complaint is under the Fulfillment line of business, entering complaints in the GSS system and Excel log; then, tracking and ensuring the complaint is resolved withing compliance guidelines.
• Monitor Quality Defects (QD) email inbox notifications of new QD submission into the SP site; then, verifying the accuracy of the information entered and determining if additional steps are required to complete the Root Cause of the QD.
• Monitor ACH Originations email inbox requests by determining if the request meets escalation requirements, entering the information on the Excel log; then, notifying the Sales team of receipt and providing status updates; meanwhile, collaborating with Operations Management to complete the escalation and updating the Excel log.
• Reviewing Tableau reporting to verify duplicate and quick close escalations; then actioning them appropriately, removing them from the SP report