Ops Proficiency Coach I
Bank of America Corporation Tampa, FL Full-Time
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Job Details
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Job Description:
The Estate Servicing Operations (ESO) organization manages life events related to deceased customer notification and estate maintenance. ESO provides empathetic support through the process of settling the estate of a deceased client. This support includes protecting accounts, transitioning assets to new owners, and partnering with other Bank of America lines of business to deliver a seamless experience to clients, estate beneficiaries and executors during estate settlement processes. These clients have experienced the death of a loved one and are actively settling their accounts according to provisions in wills and applicable state laws. ESO is committed to delivering world class client experience. We seek to continuously improve our processes and to develop the skills of our employees.
Our team of proficiency coaches drive improvement in overall performance by up-skilling/reskilling tenured employees and ensuring new employees gain confidence and efficiency within desired timelines. In partnership with GOM, they will develop operational routines and support unit business continuity. An Ops Proficiency Coach on our team:
* Analyzes performance results at an individual and group level to identify performance patterns that positively and negatively impact key performance indicators
* Leverages a variety of reports and activities to analyze performance including but not limited to key performance indicator (KPI) reports, scorecards, call listening, side-by-side observations
* Collaborates with peers and leaders to validate analysis and identify a solution to drive improvements in key performance indicators
* Delivers coaching to individuals and to groups to sustain and improve positive performance patterns and mitigate the impacts of negative patterns
* Delivers coaching to individuals and groups to improve conformity to desired best practices that drive consistent client experience and outcomes within desired controls
* Supports the onboarding process of new employees in a variety of ways including, but not limited to, delivery of training content and practice experiences, assign and manage workflow for new employees, and troubleshoot a variety of access issues
* Supports activities necessary to implement change or respond to continuity needs which may include handling escalated case reviews
Shift:
1st shift (United States of America)
Hours Per Week:
40
Recommended Skills
• Business Continuity
• Coaching And Mentoring
• Hardworking And Dedicated
• Maintenance
• Performance Indicator
• Problem Solving
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Job ID: 2286547033
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