Job Description:
Financial center operations managers (FCOMs) 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, daytoday policy and procedure adherence, and improvement of financial center performance. FCOMs also assume leadership responsibility for the financial center in the financial center manager's (FCM) absence and ensure that the FCM's directives are implemented.
Primary Responsibilities
Risk and Operational Management
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 to correct issues
Ensure that in the event of a new procedure, product or operational change, associates are informed and properly executing the change in compliance with regulations and policy
Track and manage service and operational performance metrics through monitoring of daily activities and reports; if necessary, develop, communicate and execute action plans to close gaps between goals and results
Ensure daytoday service and sales activities comply with standards for customer and operational excellence and meet regulatory compliance requirements
Ensure associate and customer safety
Customer Experience
Ensure a customer experience consistent with our brand
Ensure customers/clients are connected to the appropriate teammate to help them achieve their financial goals; make sure all sales, service and specialized needs are met; and help drive overall revenue growth.
Capitalize on all referral opportunities to help customers obtain the full value of their Bank of America relationship
Leverage available resources and technologies (tablets, bank by appointment, etc.) to optimize the customer experience and serve our customers with operational excellence and accuracy
Provide a valueadded customer experience that leads to improved satisfaction and sales
Handle customer escalations in the absence of the FCM; ensure enterprise complaint tracking is executed
Talent Management
Own resource management for the financial center
Assist associates in handling more complex transactions and resolving issues that require an in depth understanding of regulatory compliance and policy and procedural knowledge
Coach associates to be efficient and in compliance with established policies and procedures in customer service, operational procedures, transactions accuracy and customer engagement
Required Skills & Experience
Proven results exceeding goals in a customercentric, resultsdriven 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, nonverbal, 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 & Experience
Undergraduate degree
Bilingual (fluent verbal and written)
Ciudad: san rafael
