Job Description

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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\xe2\x80\x99re 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!

Enterprise :

Responsible for medium - large projects for an operations department, product or business unit. Provides consulting expertise to managers on productivity issues, analyzes market and operational impact in the business brought about by the project parameters. Researches and documents organizational reviews, workflow analysis, management and staff analysis. Develops project plans including estimates of cost and resources required. Defines project scope to others outside of operations that may become involved in or impacted by the project. Requires a thorough knowledge of the operations area.

Fulfillment Operations Quality Oversight Manager key responsibilities include:

• Perform pre-production process reviews (PR) on correspondence to ensure proper letter setup, sample review scenarios and all final signoffs from LOB are completed
• Stay up-to-date with all process/procedures changes/updates and implement into PR score cards
• Maintain/Enhance PR Checklist and Guide documentation for PR process review
• Generate PR scorecard reporting for overall team and associate metrics
• Post-production validation for all mortgage letter PDF samples including reviewing accuracy of various LOB created correspondence
• Effectively communicate testing results, observations, and themes to different audiences (Correspondence Manager and Line of Businesses) via different communication methods
• Execute all approvals/rejections of letter samples in LRM application during post-production in-line sampling process
• Coordinate turning on and off sampling for weekly letter releases and monthly technology releases
• Manage and coordinate PFSS sampling approvals with LOBs for letters as needed

Fulfillment Operations Manager key responsibilities include:

• Manage the letter trigger setup for our system generated letters
• Coordinate letter/trigger programing with our vendors and internal lines of business
• Work with our partners to update and create tables in correspondence systems, including PPV after letter release
• Work with our partners to create/test and implement new/updated rules in our correspondence systems
• Enter and maintain tracking in our internal SharePoint
• Resolve issues before and after production, working with multiple lines of business, as well as our vendors
• Coordinate pre/post signoff of testing in correspondence applications
• Produce or monitor reporting as needed
• Work on projects with our tech partners for updating backend coding in our correspondence systems, including PPV

Required Skills: (Must have these skills to be minimally qualified)

• 3+ years of experience with Quality Assurance, Business Controls, Risk, Process Design, Compliance and/or Audit within a Business operational function
• Distinguished listening, verbal and written skills with keen attention to detail
• Exceptional time management and organizational skills
• Eagerness to improve, develop skills, innovate, and change as the industry demands
• Effective interpersonal skills and ability to solicit input from others
• Work independently as well as part of a virtual team
• Proficient in Microsoft Office Applications (Word, Excel, PowerPoint)
• Issue management and ability to identify, diagnose, escalate, and resolve production issues in collaboration with vendor, technology, strategy and other partners
• Ability to lead calls, meetings, and strategy sessions with medium sized audiences
• Strong quantitative and analytical abilities \xe2\x80\x93 must know how to use data to communicate the business story
• Can quickly \xe2\x80\x9cconnect the dots\xe2\x80\x9d to identify and perform thematic analysis
• Ability to decompose complex issues and drive timely decisions, knowing when to engage others for additional input, and when to act independently
• Strategic thinker, self-starter, organized, versatile, and capable of performing work with minimal management oversight
• Proven ability to manage and drive/lead execution of multiple and often competing priorities to meet deadlines and adhere with policies and standards. Perform well under pressure and escalate issues to ensure timelines are met
• Ability to communicate complex ideas in a clear and concise manner, shaping the opinions and actions of key stakeholders and gaining their trust

Desired Skills:

• DWO tools and process knowledge including Messagepoint, HP Exstream, Agile Methodology, Jira, ALM
• Operational process, content inventory management or workflow design experience
• Control background and process-oriented experience
• Experience with strategy development, initiative execution, change management, or related project background
• Demonstrated ability to identify opportunities for innovation and continuous improvement
• Demonstrated ability to influence stakeholders at various levels of leadership

Shift: 1st shift (United States of America)

Hours Per Week: 40

Bank of America