Solution Owner overseeing Trackwise systems for regulatory and quality solutions at Convatec. Balancing technical expertise with strategic vision to optimize processes and maintain system integrity.
About the role
- Consumer Specialty Team Manager responsible for resolving client account concerns and leading a research team. Driving exceptional service and performance improvement for Bank of America clients.
Responsibilities
- Executes a Line of Business strategy by driving key initiatives, process improvements, and procedural changes to meet the needs of the business
- Analyzes data, identifies trends, and provides recommendations and a corresponding action plan to drive overall performance improvement
- Handles escalated and complex client inquiries and requests by conducting research to resolve concerns in a timely manner and in compliance with industry regulations and bank procedures
- Manages competing business and administrative priorities to optimize productivity, reduce performance variability, and achieve peak performance metrics in a high volume, high capacity, and high execution environment
- Inspects and evaluates employee results, ensures coaching is implemented, and focuses on the key behaviors that drive desired results
- Opportunity & Inclusion Champion: Creates an inclusive team where members are treated fairly and respectfully.
- Manager of Process & Data: Demonstrates and expects process knowledge, data driven decisions, simplicity and continuous improvement.
- Enterprise Advocate & Communicator: Delivers clear and concise messages that motivate, convey the 'why' and connects contributions to business results.
- Risk Manager: Leads and encourages the identification, escalation and resolution of potential risks.
- People Manager & Coach: Knows and develops team members through coaching and feedback.
- Financial Steward: Manages expenses and demonstrates an owner's mindset.
- Enterprise Talent Leader: Recruits, on-boards and develops talent, and supports talent mobility for career growth.
- Driver of Business Outcomes: Delivers results through effective team management, structure, and routines.
Requirements
- 1 year experience in a manager or a leadership/support role (i.e. Coach, OSL, SME) within Client Protection
- Exceptional written and verbal communications skills to professionally interact effectively with all levels of management and Clients, including escalated and complex inquiries
- Comfortable with fast-paced, high pressure environment that requires working independently, as well as, in a team
- Self-starter with demonstrated ability to learn new skills and share knowledge/teach others
- Proven ability to manage and prioritize work to ensure deadlines are met while maintaining quality output
- Demonstrated experience in leading others to deliver
- Demonstrated experience in coaching to deliver productivity, reduce performance variability, and deliver metric results
- Ability to performance manage, including engaging partner organizations and delivering difficult conversations
- Strong understanding of complaints standard and requirements
- Risk focused mind-set with ability to escalate and debate findings and decisions
- Proven reputation as leader among partners and peers.
Benefits
- Health insurance
- 401(k) matching
- Paid time off
- Flexible work arrangements
- Professional development opportunities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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