Operations Market Manager - San Francisco/Silicon Valley Areas

Bank of America

San Francisco, CA
Job Code:
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Job Details

Company Bank of America

Job Title Operations Market Manager - San Francisco/Silicon Valley Areas

Jobid bankofamerica-17034968SanFranciscoCA

Location: San Francisco, CA, 94103, USA

Description **Job Description:**

Operation market managers (OMMs) drive customer service and manage risk in a designated geographical consumer market made up of approximately 25 financial centers. The OMM’s core responsibilities include owning customer experience and risk within a consumer market, building a customer-centric culture across financial centers, and collaborating with partners across the organization to achieve operational and performance excellence. OMMs are responsible for directly managing the financial center managers (FCMs) and report to the region operations executive (ROE).

**Primary Responsibilities**

**Risk and operational management**

•Understand the overall company strategy and translate it into local market tactics

•Execute consistently through formalized management routines

•Coach FCMs and provide feedback to improve individual and market performance

•Coach CMs to identify risk and service opportunities for improvement by analyzing key performance indicators and inspecting associate behaviors

•Collaborate with market leaders and business partners to leverage best practices and breakthrough strategies to exceed goals and drive process improvement

•Conduct financial center visits and reviews to visibly manage/inspect processes and ensure customer and associate safety, as well as compliance with financial center objectives, policies, procedures and operations

**Customer experience**

•Foster a customer-centric environment across all financial centers by holding associates accountable for delivering an exceptional and consistent customer experience

•Ensure alignment of financial center resources to serve the core financial needs of customers and top clients

•Partner with the market sales manager to deliver against our revenue strategy

•Receive and handle customer escalations and ensure enterprise complaints tracking process is executed

•Ensure associates are proficient in assisting and educating customers on how to conduct simple transactions using self-service technologies (for example, ATM, online and mobile capabilities); identify small business/commercial self-service opportunities

**Talent management**

•Lead and execute talent management process within the market for operational roles

•Responsible for sourcing and hiring of FCM and financial center operations manager (FCOM) roles

•Create coaching culture and develop individuals and teams to maximize performance

•Manage and mitigate underperforming and declining results in the risk and customer experience space; Develop quality action plans and complete performance improvement process if appropriate for direct reports and hold FCMs accountable for the same

**Required skills:**

- A minimum of three years of senior level multi-unit retail management or regional/market banking management experience leading, managing, motivating and developing a team with a large span of control

- Proven results exceeding goals of managing areas of service, leadership and talent management in a customer-centric, results-driven environment

- Ability to drive behavioral changes and hold leaders accountable (in person and virtually)

- Ability to serve as customer advocate to resolve problems independently or escalate as needed with sense of urgency

- Proven record of balancing risk and making sound decisions while achieving business goals

- Demonstrated success in building networks across and outside of organizations

- 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

- Compelling communication skills including verbal, non-verbal, written and presentation, and active listening skills

- Strong organizational skills including the ability to manage multiple responsibilities, prioritize and delegate tasks

- Strong financial and business acumen including experience in leading managers and interpreting financial reports to drive profitability

- Ability to pass compliance requirements

- Proficiency in computer skills and professional programs (for example, Microsoft Office)

- Travel may be required for geographically dispersed markets

**Desired skills:**

- Undergraduate degree

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

Bank of America will consider for employment qualified applicants with criminal histories consistent with San Francisco ordinance 17-14 and federal law applicable to Bank of America.

**Posting Date** : 05/24/2017

**Location** : US-CA-San Francisco

**Travel** : Yes, 20% of the time

**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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