Bank of America Performance & Proficiency Manager - Belfast, ME in Belfast, Maine

Performance & Proficiency Manager - Belfast, ME

Description

Identifies strategies and solutions that are directly linked to organizational and business goals by establishing and maintaining partnerships with key business leaders, SMEs, and vendors to identify and drive performance improvement change. Will identify opportunities for improvement, conduct an analysis to determine root causes, propose solutions, scope out projects, implement solutions and assess impact. Solutions include process improvement or integration, leadership development, skill development and training. Individual contributor role.

Continuing Education - Site iKnows, weekly team huddles and training events are either facilitated by this leader or they are the SME responsible for preparing Team Managers to deliver content

  • Targeted Coaching - Responsible for a select group of associates each month with a heavy focus on sales and service proficiency. Associates who are a part of this group will be defined in conjunction with the Segment Leader each month with defined toll gates to graduate from focus group.

  • Team Manager Development - Responsible for coach the coach and facilitation observation each month to assist the Segment Leader in developing Team Managers coaching and facilitation skills. Will partner closely with Segment Leader for ongoing development plan.

  • Site Risk Management – Responsible for proactive and reactive site risk management through partnership with key risk and audit partner, employee readiness and proactive associate proficiency inspection.

  • New Hire & Nesting Manager – Responsible for overseeing the new hire and nesting process as well as future state performance and proficiency toll gates and remediation efforts.

Enterprise Role Overview:

Support the Preferred/Small Business Segment Contact Centers by coaching and inspecting key processes that drive success. This role is specifically aligned to the Las Vegas, NV Preferred Contact Center. Performance Coaches are responsible for identifying strategies and solutions to performance gaps that are linked to the PSB organization goals by establishing and maintaining partnerships with key business leaders, SME's and Site Leaders to identify and drive performance improvements. Performance Coaches conduct analysis to determine root causes, propose solutions, scope out projects, implement solutions and assess impact. Solutions include process improvement or integration, leadership development, skill development and training. Individual contributor role.

Typically has 5 years of customer service leadership experience

.

Qualifications

Required:

Management experience required

Performance inspection and remediation

Service to Sales experience

Facilitation experience

Consistent strong performance in a leadership role in both the what and how

Desired:

Contact Center experience is a benefit but not a requirement

Leading in a Service to Sales environment

Experience in influence role

Reporting and Analytics knowledge

Job: AO-Business Support

Primary Location: US-ME-Belfast

Work Locations: ME5068 21 SCHOODIC DR Belfast 04915

Organization: 1784058-PREFERRED AND SMALL BUSINESS BANKING

Travel: Yes, 20 % of the Time

Job Posting Date: Nov 29, 2016

Unposting Date: Ongoing

Full/Part-time: Fulltime

Hours Per Week: 40.00

Shift: 1st Shift

Req ID: 16058252