Account Management Ops Team Lead - Retirement Billing

Job Description:

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 is core to how we drive Responsible Growth. This includes our commitment to being an inclusive workplace, attracting and developing exceptional talent, supporting our teammates’ physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve.

Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations.

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

Job Description:

This job is responsible for providing subject matter expertise across an account management operations function, and supporting the manager in all aspects of day-to-day management of the team's operations. Key responsibilities include employee training and coaching, addressing employee inquiries, escalations, and approvals including team supervision to ensure processes are executed correctly. Job expectations include escalating issues to the team manager for direction and support when necessary while maintaining a deep knowledge of all key functions supported.

Responsibilities:

• Coordinates and manages team workflow across various systems to ensure daily processes are completed accurately and deliverables are met
• Provides day-to-day training and coaching to team members while addressing employee inquiries and escalations
• Monitors team service levels, volume, performance metric reporting, escalating concerns where appropriate
• Conducts quality assurance reviews and provides routine supervisory manager approvals
• Researches complex operational and client requests, issues, and escalations to identify root cause and assist with remediation efforts and solutions
• Identifies and recommends opportunities for process improvement and risk mitigation to senior management
• Supports risk management and audit processes, including identification of issues, development of mitigation strategies, and exam preparation

Skills:

• Account Management
• Customer and Client Focus
• Oral Communications
• Research
• Analytical Thinking
• Attention to Detail
• Coaching
• Problem Solving
• Written Communications
• Mentoring
• Prioritization
• Result Orientation

Line of Business Description:

Investment & Monetary Controls (I&MC) Teams play a significant role within Merrill and Bank of America Private Bank. Our dynamic department is primarily located in Jacksonville, Hopewell and Dallas and responsible for collateral monitoring, obligations monitoring & enforcement, executive & equity services, securities lending, billing, reconciliation, trade corrections and insurance & annuities support. Additionally, the department is responsible for collecting $13 Billion in revenue for Global Wealth & Investment Management.  Our teams are relied heavily upon for participation in projects and initiatives that help promote responsible growth for the business that supports our Clients. We focus on minimizing risk while promoting a positive Client experience. Teams interface daily with 350 Investment Managers to provide operational support for Merrill and Private Bank accounts.  Opportunities exist for team members to develop leadership, project relationship management and technical skills.  We offer excellent career development opportunities to foster learning and talent.

LOB Description:

The Client and Institutional Billing Department’s responsibilities include but are not limited to the following:

• ​Supporting Clients enrolled in Merrill Lynch’s Investment Advisory Program that offers access to diversified portfolios based on strategic asset allocation ideas designed to address Clients’ long term investment goals

​The duties of this particular role include, but are not limited to:

Required Skills:

• ​​Ability to prioritize and handle multiple job-related duties efficiently while exercising sound judgment to ensure all quality measurements, deadlines and business objectives are met
• General knowledge of accounting and financial reporting
• Ability to handle multiple deliverables for either daily processing and/or expanded strategic initiatives
• Professional written and verbal communication skills
• Demonstrates attention to detail
• An understanding of technology and the ability to incorporate that understanding into process improvements 
• Ability to work independently while effectively managing and finding resolution to complex situations
• Career oriented teammate seeking to grow within the organization
• 3 years of experience relating to reconciliation, billing, project management, trading and/or managed products service support

Desired Skills:

• ​​​Knowledge of Various Product Types (Mutual Funds, Alternative Investments, Managed Products, Retirement Products, etc.) within an operational setting​

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Pay Transparency details

US - NJ - Pennington - 1400 American Blvd - Princeton Place At Hopewell Bldg. 4 (NJ2140)

Pay and benefits information

Pay range

$27.40 - $36.30 hourly pay, offers to be determined based on experience, education and skill set.

Predictable pay

This role is compensated with a base salary and is not incentive eligible.

Benefits

This role is currently benefits eligible. We provide industry-leading benefits, access to paid time off, resources and support to our employees so they can make a genuine impact and contribute to the sustainable growth of our business and the communities we serve.