Assistant Manager Operations
Bank of America
مجموع سنوات الخبرة :16 years, 8 أشهر
Manage 2 teams of 25 associates including 2 IC roles
Coach and develop associates with regular One-2-Ones and trainings
Build relationship with LOB (Line of Business) through better communication and excellence in process delivery
Continuously learn and adapt to company requirements to build better performing teams
Recognize associates with quarterly Rewards and complete performance appraisal twice a year
Drive daily huddles for entire shop of 60 associates
Take interviews for new hires in process
Achieve all defined CTQ’s (Critical to quality) of the process
Identifying the synergy opportunities between different processes and driving the same for better efficiency
Set-up and managed the BCP (Business continuity plan) stress test for process
Validate Delegation of Authority (DOA) Limits of the team and report for any variance
Leverage Six Sigma tools for better performance and reduce variation
Handle process escalations and work on root cause analysis to ensure no future occurrence
Departments:
•Resolution Services - Customer Service
As a people & process Manager
•Manage 2 teams of 25 associates including 2 IC roles
•Coach and develop associates with regular One-2-Ones and trainings
•Build relationship with LOB (Line of Business) through better communication and excellence in process delivery
•Continuously learn and adapt to company requirements to build better performing teams
•Recognize associates with quarterly Rewards and complete performance appraisal twice a year
•Drive daily huddles for entire shop of 60 associates
•Take interviews for new hires in process
•Achieve all defined CTQ’s (Critical to quality) of the process
•Identifying the synergy opportunities between different processes and driving the same for better efficiency
•Set-up and managed the BCP (Business continuity plan) stress test for process
•Validate Delegation of Authority (DOA) Limits of the team and report for any variance
•Leverage Six Sigma tools for better performance and reduce variation
•Handle process escalations and work on root cause analysis to ensure no future occurrence
As a Resident Quality Expert (RQE)
•Regular Interaction with Quality & Change Delivery Team (Q&CD)
•Mentor Six Sigma Yellow Belt projects (JDI’S) and submit them for certification to Black Belts
•Approve projects of other processes as a panel after review
•Drive Six Sigma Initiatives across the shop
•Conduct Quiz & Sessions for the different processes
As a Employee Engagement Champion (ESAT)
•Lead Associate Engagement activities for 600 employees across HYD Global Wholesale Banking Operations(GWBO)
•Prepare a monthly/quarterly calendar to drive & follow up activities planned
•Forecast budget requirement & take necessary approvals from Finance Team & Senior Leadership Team
•Plan timely communication which includes email teasers, huddles & road shows on the events planned
•Engage Logistics team for smooth run of activities
•Submit bills to the finance team on expenses incurred