Operations Manager - Estate Servicing Operations

Manager

Job Description:

About Us

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day.

Being a Great Place to Work and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates’ physical, emotional, and financial wellness through affordable, competitive and flexible benefits.

We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve.

Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs.

At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

Global Business Services

Global Business Services delivers Technology and Operations capabilities to Lines of Business and Staff Support Functions of Bank of America through a centrally managed, globally integrated delivery model and globally resilient operations.

Global Business Services is recognized for flawless execution, sound risk management, operational resiliency, operational excellence and innovation.

In India, we are present in five locations and operate as BA Continuum India Private Limited (BACI), a non-banking subsidiary of Bank of America Corporation and the operating company for India operations of Global Business Services.

Process Overview*

The Estate Servicing Operations (ESO) team ensures the end-to-end deceased customer experience is coordinated from notification to the final disbursement and/or closure of the account. Working with survivors requires a special touch to ensure all transactions are handled within stipulated timeliness and are completed accurately.

Job Description*

Individual will be responsible for manage team size of approx. 15 to 20 members, establish a team environment with an open communication culture, driving OPEX culture(via improvement projects and automation) & ensuring support delivery to all stake partners. They need to demonstrate adherence to policies, processes, guidelines and applicable regulatory requirements.

Responsibilities*

• Adherence to the SLA’s – productivity, turn-around-time, and accuracy

• Engage in improving processes through reengineering, system checks, process automation

• Ensure timely and accurate dissemination of information to relevant stakeholders

• Should be capable of devising innovative solutions and have the drive to enforce change.

• Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction

• Understanding of Consumer product regulation and laws

• Effective communication with various business partners

• Making recommendations for process improvements, demonstrating regular audits and necessary amendments

• Hold regular team meetings with Team leads & Team Members to ensure that there is constant flow of information and knowledge dissemination –query logs, issue resolution

• Develop & implement Forecasting & Staffing Model

• Provide direction/mentoring to frontline leaders for desired outcomes in the shortest possible time frame

• Performance Management of the process

Requirements*

Education*

• Graduate (Any stream)

 Experience Range*

• 10+ years of People Manager Experience  

 Foundational skills*

• People handling

• Intermediate Excel , PPT

• Dynamic, high energy, solid work ethic, willing to take on new initiatives some of which may initially lack definition

• Ability to think laterally and identify several possible solutions to problems

• Able to excel and influence in a cross-functional team structure

• Excellent written and verbal communication skills are necessary as the position requires global correspondence and communication with associates throughout the Bank of America footprint

• Driven to learn and develop new skills

• Self-motivated and independent having an excellent control mindset

• Ability to effectively manage multiple priorities and deliver as well as being able to adapt to changes

• Able to work in a fast paced, deadline oriented environment

• High level of ownership and attention to detail

• Ability to apply sound judgment,  provide effective challenge and display confidence to challenge

• Ability to self-manage and prioritize, pursue goals and consistently deliver results

• Demonstrate ability to work in a team, while contributing individually and across other teams

• Flexibility and good negotiations skills

• Proficient in the use of Excel, Word and MS Access

 Desired skills

• People Management

• Basic Analytical Skills

Work Timings*

• 07:30am to 9:30pm (IST) - Flexible Timing based on business requirement

Job Location*

• Gandhinagar

Experience Level

Mid Level