Vice President, Sr Operations Manager, Client Implementation and Client Service Head

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 is core to how we drive Responsible Growth. This includes our commitment to being an inclusive workplace, attracting and developing exceptional talent, supporting our teammates' physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve.

Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations.

At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

Responsibilities:

• Lead a team of Service and Fulfillment Associates, coordinating end-to-end client onboarding and product/service implementation
• Manage, coach performance of employees, to achieve excellent results, including ensuring strong awareness of the Bank's operation risk management procedures and service levels with customers
• Ensure timely adherence to SLA, client commitments, regulations and internal procedures and policies, including timely and effective escalation
• Ensure standardization of processes to achieve efficiency and customer delight
• Responsible for handling a range of client servicing activities, requests and coordination across internal and external stakeholders
• Ensure effective business continuity plan is in place
• Track progress of implementation milestones, managing delays, escalation where necessary
• Support the Bank's digital/transformation strategy
• Ensure satisfactory Audit results

• Minimum 5 years of direct working experience in leading Service and Implementation Teams
• Strong people manager
• Customer focus
• Knowledge on local bank products and services
• Knowledge of all applicable regulatory reporting requirement and guidelines
• Project management and change management skills
• Ability to work with a sense of urgency to meet client SLAs
• Ability to manage alliances, relationship with clients, internal and external stakeholders
• Solid knowledge on problem analysis and problem-solving
• Effective written, listening and verbal communication skills
• Self-motivated, diligent and meticulous