GWIM Registered Operations Team Manager : 1200000283 Job Details
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Show me jobs like this one| Employer: | Bank of America | Job Ref No: | 1200000283 | Job Title: | GWIM Registered Operations Team Manager : 1200000283 | Sector: | Asset Management | Sub Sector: | Other | Risk Type: | Multiple | Expertise: | Regulatory/Compliance | Job Description and Responsibilities/Additional Information: RBCC Supervisors are responsible for overseeing the daily activities of their respective teams consisting of 10 - 20 Generalists and Specialists. Supervisors meet with each team member on a monthly basis to review performance objectives and opportunities for improvement. During these monthly meetings, Supervisors discuss technical call reviews, AON scores, client satisfaction results, errors and professional development to identify high potential employees. Supervisors are also held accountable for taking progressive discipline measures for corrective action when appropriate. Monthly team meetings are held for Supervisors to review new procedures and inform team members of upcoming events. Supervisors are responsible for recruiting, interviewing, hiring, and training all new employees. Supervisors are responsible for training and mentoring new hires and ensuring that new hires are Series 7 and 66 licensed within 90 days of signing the statement of policy. They promote and participate in Bank of America Merrill Lynch sponsored community events to support responsible citizenship. Other duties include closely monitoring their team's Service Request Tracking cases so they are resolved within 48 hours; increasing efficiency through maintaining an average schedule deviation of 3.25 minutes/hr; and managing the team's overall call duration in an effort to increase profitability. Supervisors handle elevated issues, exposure items, and follow up on complex research inquiries. They have the ultimate discretion to make final decisions on matters of exposure items, account corrections, and administrative fees. Supervisors compile service review data and attend service review meetings with the client and management team. The Supervisors are responsible for ensuring that we are meeting and exceeding our contracted targets by continually monitoring service levels, average speed of answer and client satisfaction scores. The financial impact if these targets are not met can range from $6-12K per quarter. Supervisors are instrumental in influencing prospects by delivering superior service to existing clients. This also becomes critical to crossover business opportunities. RBCC Supervisors are continually trained to ensure that Bank of America Merrill Lynch keeps client information secure. Every interaction is critical to maintaining client's privacy and security. Supervisors are managing associates that handle 60-80 inbound calls per day. The associates primary call types are trading, distributions and loans. The Supervisor is responsible for ensuring that any retention opportunity is sent to Retirement Education Services Principle Accountabilities: 1.Maintain authorized staffing levels, ensuring compliance with call management procedures, ensuring satisfactory service levels, disseminate information through email and team meetings regarding policies, procedures, roles and responsibilities. 2.Employee development including holding monthly one-on-one meetings, creating individual development plans, facilitating participation in job shadowing and professional development classes 3.Lead and participate in projects aimed at increasing efficiency and client/participant satisfaction. 4.Ensure compliance with all control and office procedures by monitoring live calls daily and maintaining communication with the research and compliance department. 5.Resolve escalated client issues in a timely and accurate manner. This can include speaking with the client and/or a participant or acting as liaison between the Participant Service Representative and Plan Administration Teams 6.All aspects of Human Resources including recruiting, interviewing, hiring and overseeing training. Administer progressive discipline, including remedial action and terminations. Maintain employee personnel files. Qualifications | Region/Country: | Americas, United States | States/Counties: | New Jersey | City: | Pennington | Address: | Post Date: | 02/09/2012 |
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