Job Description:

Enterprise Role Overview:

Provides technical and analytical support in a global markets operations function for one or more operations product areas. Responsible for the analysis and resolution of complex operations problems and initiatives requiring exceptional handling and/or coordination of multiple operational and/or product specialists to resolve. May manage projects and/or the introduction of new initiatives, systems, products/services and processes, coordinating necessary expertise across multiple operations functions and/or products. As a technical expert, may also function as an informal team lead, providing work direction and technical guidance to less experienced employees in resolving complex transactions and operational problems. Requires extensive experience in an operations support function with thorough working knowledge of fundamental business structure and operational aspects for specific transactions and products. As a technical expert, will consult on a wide variety of topics across functional and business support lines.

LOB Specific Job Description:

Responsible for day-to-day analysis, research and resolution of complex and varied business partner requests. Functions include administering defined procedures, analysis, business rules and non-standard procedures. Takes active and consistent ownership of all aspects of the position including meeting deadlines and time management as it relates to work queues. This ensures that are no gaps in efficiency and productivity. Should have thorough understanding of the business unit's operations processes and implications on other groups within the operations function. Knowledge acquired through increasingly responsible operations analysis work and on the job training. Responsible for maintaining subject matter expertise, clearly recognized as an expert by peers and provides guidance and direction to other associates.

Responsibilities:

• Process requests to create & maintain client data profiles for GBAM prospects & clients
• Act as point of contact to client teams for data maintenance, supporting one or more Lines of Business (Global Banking)
• Complete work with a focus on accuracy & timeliness, ensuring Service Level Agreements & data quality standards are met
• Take ownership of issues/escalations and follow through to resolution in a timely and accurate manner
• Apply business perspective and knowledge of Bank of America business practices and procedures to solve business data requests and problems
• Build and maintain close working relationship with internal business partners. Understand their relationship with the Bank’s customers and prospects.
• Expected to take on and resolve the most complex client relationships, problems and issues.
• Perform thorough daily peer review/QA
• Assists in training and development of new associates and entry-level positions.
• Lead and/or monitor projects as needed.
• Identify opportunities and make recommendations for process improvements. Assist with, or coordinate, the implementation of change as needed.

• Effective communication skills
• Excellent research skills using internal and external tools
• Ability to liaise with all levels of the firm and people with different experiences and backgrounds
• Must be able to work independently and is not afraid to make a decision and act on it
• Ability to manage competing responsibilities within defined SLAs
• Display behaviors including, but not limited to customer/client focus; development of solutions that create value for the customers; inspires and motivates the team to constantly raise the bar; work across the Organization to build effective problem solving relationships; adapts quickly to new demands and challenges.

Other Qualifications:

• Strives to bring new thoughts and ideas to teams in order to drive innovation and unique solutions
• Excels in working among diverse viewpoints to determine the best path forward
• Experience in connecting with a diverse set of clients to understand future business needs – is a continuous learner
• Commitment to challenging the status quo and promoting positive change.
• Participate in and drive collaborative efforts to advance tools, technology, and ways of working to better serve an evolving client base
• Believes in value of diversity so we can reflect, connect and meet the diverse needs of our clients and employees around the world

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