Assistant Manager - Loan Servicing Operations

Assistant 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.  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’re 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!

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*

Loan Servicing Operations supports existing Commercial Lending products and services (Syndicated & Bilateral Loans). These services include updating customer and loan information, responding to client and business partner enquiries, managing financial and non-financial transactions, generating bills and invoices, and providing customer support and general maintenance through the life of the loan.

Job Description*

Dedicated Servicing Team (Agented/Part-bought) supports Syndicated Loans servicing both 'As 'Agent' and in 'Part-bought' lender capacity, mainly for US region relationships. People Managers play a vital role in managing large teams of servicing/processing associates as mentors, problem-solvers, and performance boosters.

Responsibilities*

• Mentor associates, enable talent, provide guidance, and encourage morale and performance improvements
• Respond to Escalation emails from internal partners & business contacts
• Partner with the teams and facilitate prioritization of work as per business need
• Ensure and drive strong process controls and governance around SLA and metric management
• Interact and build rapport with Business Partners & stakeholders
• Engage key stakeholders across levels and work through building agreement across solutions
• Approve high value transactions as per agreed 'Delegation of authority'
• Identify and suitably escalate risk issues or controls gaps, work towards risk mitigations through controls enhancements and create a risk proactive team culture, following the risk framework all through.
• Adopt an innovative approach to work and continuously identify and highlight process improvement opportunities
• Ability to analyze data and come up with strategies of effective capacity utilizations
• Understand and review global regulatory/compliance policies and identify controls
• Provide Subject Matter Expertise and Guidance to the team
• Coach and train seasoned SMEs to create adequate backups.

Requirements*

 Education*

• B Com, M Com, MBA (graduation in finance stream)
• Certifications - If Any

Experience Range*

8-12 Years of relevant experience

Foundational Skills*

• Business Process Excellence - Quality Assurance & Management, SOP Writing/Update Sharing, Process Map Creation │ Expert
• Operational Risk - Inadequate or failed internal processes, people, and systems or from external events │ Advanced
• Reconciliation - Understanding on GLs, Past dues etc. │ Advanced
• Commercial & Business Banking Lending - Basic Overview, Credit Product Knowledge, Loans Life Cycle & Credit documents │ Advanced
• Loan Servicing (Bilateral and Syndication) - Overview, types of Facilities, roles of different parties, Advances, Payments, Pricing Change, Renewals/Rollovers, Conversions, Fees, LCs, and Loan Maintenance │ Advanced
• Issues, Risks and Control Enhancements - Identification, documentation, monitoring, escalation and timely resolution of issues, risks, and controls │ Advanced
• Flexible and Open-Minded │ Expert
• Positive Impact and Influence │ Expert
• Developing Others │ Expert
• Active Listening │ Expert
• Attention to Detail │ Expert
• Analytical Thinking │ Expert
• Critical Thinking │ Expert
• Communication Skill - Verbal/Written │ Expert
• Design Thinking │ Expert
• Process re-engineering skills │ Expert
• Customer Focus │ Advanced
• Stakeholder Management & Network/Relationship Building │ Advanced
• Strive for Excellence/Change Management │ Advanced
• Empathy/Managing Emotions - Emotional Intelligence │ Advanced
• Inclusive Leadership/Manager and Leadership Effectiveness │ Advanced
• Team Building │ Advanced
• Entrepreneurial Initiative │ Advanced
• Conflict Management │ Advanced
• Interviewing Skills │ Advanced
• Negotiation Skills │ Advanced
• MS Office (Excel, Word, PowerPoint) │ Advanced
• Business Analysis (Translating business requirements into technical specs) │ Advanced
• Process Mapping Tools - MS Visio, Aris etc. │ Proficient

Desired Skills*

• Overview & Navigation of Loan IQ │ Expert
• Overview & Navigation of Clearpar │ Expert
• Banking & Markets Knowledge - Closing & Settlements, Loan Trade Servicing & Assignments, Primary & Secondary Markets │ Advanced
• Global Payment Product/Ops knowledge - Wire Transfer, Direct Debit, ACH, Swift etc.  │ Advanced
• Robotics - Reporting, Monitoring and Governance │ Proficient
• Functional knowledge of AI/ML tools │ Proficient
• Multi-Tasking │ Advanced
• Building Your Personal Brand │ Advanced
• Abstract Reasoning/Thinking │ Advanced
• Project Management - Agile, DMAIC, DFSS etc. │ Advanced
• Numerical Ability │ Proficient
• Collaborative Training & Communication Tools - Ex: Cisco WebEx, MS Team, Skype, Zoom etc. │ Advanced
• Overview & Navigation of WorkFusion │ Proficient
• Data Management & Dashboard Tools - Tableau, Alteryx, SharePoint etc. │ Proficient
• Project Management Tools - Jira, Confluence, JMP, Minitab etc. │ Proficient

Work Timings*

• 18.30 hrs - 03.30 hrs (US Region)
• 19.30 hrs- 04.30 hrs (US Region)

Job Location*

Gurugram

Experience Level

Mid Level