1+ months

Financial Center Operations Manager - Harkrider North - Conway, AR

Conway, AR 72034
**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, day-to-day policy and procedure adherence, and improvement of financial center performance. FCOMs also assume leadership responsibility for the financial center in the financial center managers (FCM) absence and ensure that the FCMs 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 day-to-day 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 value-added 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:**

- Proven results exceeding goals in a customer-centric, results-driven 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, non-verbal, 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:**

- Undergraduate degree

- Bilingual (fluent verbal and written)

- Experience in the following industries: Consumer banking/financial services, mortgage, retail or hospitality

**Posting Date** : 06/26/2018

**Location** :

Conway, AR, North Conway BC, 2150 Harkrider St,

- United States

**Travel** : No

**Full / Part-time** : Full time

**Hours Per Week** : 40

**Shift** : 1st shift

**Assistance for Applicants with Disabilities**

Bank of America is committed to ensuring that our online application process provides an equal employment opportunity to all job seekers, including individuals with disabilities. If you believe you need a reasonable accommodation in order to search for a job opening or to submit an application, please visit the Applicants with Disabilities page at http://careers.bankofamerica.com/us/applicants-with-disabilities .

**Diversity & Inclusion**

At Bank of America, our commitment to diversity and inclusion is helping us to create not only a great place to work, but also an environment where our employees, our customers and our communities around the world can reach their goals and connect with each other. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

**Frequently Asked Questions**

Need to know how to apply online, view a list of your submitted job applications or reset your password? Visit our FAQ at http://careers.bankofamerica.com/us/faq section for answers to these questions and more.

Success begins with building relationships.

At Bank of America, our customers are at the center of everything we do. Our focus is on helping each one find the right financial solutions. With a wide range of career opportunities available, we invite you to realize your career goals with us while assisting customers with what matters most to them.

Welcome to Careers at Bank of America.

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Financial Center Operations Manager - Harkrider North - Conway, AR

Bank of America
Conway, AR 72034

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