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Global Wealth and Investment Management Group Operations Manager- Relationship Partner Services

Bank of America | Jacksonville FL 32246 USA | Full Time | Posted: 08/23/2019

Job Descriptiontop

Job Description:

This GWIM Ops Group Manager is responsible for the management and oversight of the Relationship Partner Services team in Hopewell NJ, Jacksonville FL and Littleton CO.  The team provides escalated service support to all Private Wealth Advisor Teams, the top producing Wealth Management and International Financial Advisor teams as well as Office Management for Ultra High Net worth clients.   The team focuses on partnering with various business partners while resolving complex requests for supported branch office teams.  In addition to the general service and operational support to the UHNW advisor teams, the manager is responsible for driving a number of strategic initiatives focusing on improving the service experience to our branch partners.  Excellent interpersonal, communication and organizational skills are mandatory.  The ability to multi-task and follow-up on deliverables is required as well as be able to coordinate multiple activities across various organization and management levels with great attention to detail. This individual must be highly motivated, maintaining a positive and professional attitude at all times and have the ability to work both independently and within a team.

Key areas of focus include but are not limited to:

  • Field speaking engagements / presentations to executive field leadership and business partners
  • Root cause analysis and resolution of senior executive leadership issues – requires strong ability to lead, influence and navigate across the enterprise to resolve complex issues
  • Continual relationship building across all WM Service and Operations channels as well as the Consumer and Commercial Bank  
  • Substantial interaction with PW & WM Office management in handling the day to day business and escalations
  • Key driver of strategic direction for future service support model 
  • Development of proactive services for PWAs & WM FAs to mitigate risk and create additional revenue
  • Ownership of the Ultra-High Net Worth (UHNW) Service Desk which aligns service support to the key business strategy around client segmentation 

Required Skills, Successful incumbents will be expected to demonstrate the following core competencies:

- Extensive knowledge of customer service environment

- Strong Managerial experience

- Expertise in Merrill Lynch products and services

- Excellent analytical and problem solving skills

- Strong strategic planning and implementation experience                              

- Self-motivated and demonstrates a willingness to accept additional responsibilities and projects

- Strong service mindset and the ability to think “outside of the box”

- Handles multiple tasks simultaneously and works well under pressure

- Strong interpersonal skills

- Proficient in Word, Excel and PowerPoint

Enterprise Role Overview:

Manages a major segment or multiple smaller units across one or more locations in a GWIM support operations function for one or more product areas for multiple product areas such as funds transfer, collateral mgt/margins, corporate actions, static data/data management, control, trader support, clearance/settlement, documentation/confirmations, customer service, new accounts or client valuations. Functions managed typically have high monetary exposure, regulatory risk and client impact. Decisions have significant impact affecting multiple operations functions, product lines and client relationships. Serves as an escalation point to resolve broad and complex operational issues. Develops and implements procedures to enhance unit productivity, efficiency and manage business change. Responsible for budget/expense management, reporting and forecasting for operations areas managed, compensation decision, talent planning, and performance management at a senior level. This associate may also be responsible for managing initiatives of significant scope and scale. Requires broad business knowledge and expertise in management gained through increasingly more responsible roles in the industry. An associate in this role would often identify strategic and functional gaps, opportunities, and solutions across multiple functions and platforms. Associates at this level are often required to interact with senior management within Operations, the Front Office, and other support units as well as managing relationships with key vendors. This role typically requires 10+ years experience in operations functions and a thorough working knowledge of the operational aspects, systems, and applications supporting transactions and products.


1st shift (United States of America)

Hours Per Week:


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Location Jacksonville, FL, 32246, United States
Categories Banking/Investment

Location Maptop

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Job Code 19050106

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