Bank of America - VP - Loan Servicing Quality Assurance

Overview - Bank of America overview, BA Continuum India overview, Business Overview :

- Bank of America is one of the world's largest financial institutions, serving individual consumers, small and middle-market businesses and large corporations with a full range of banking, investing, asset management and other financial and risk management products and services.

- BA Continuum is a non-bank subsidiary of Bank of America, part of our Global Delivery Center of Expertise in the bank. Our employees help our customers and clients at every stage of their financial lives, helping them connect to what matters most. This purpose defines and unites us.

- Every day, we are focused on delivering value, convenience, expertise and innovation for the individuals, businesses and institutional investors we serve worldwide.

- We are committed to attracting and retaining top talent across the globe to ensure our continued success. Along with taking care of our customers, we want to be the best place for people to work and aim at creating a work environment where all employees have the opportunity to achieve their goals.

- BA Continuum India Pvt. Ltd. supports business process, information technology and knowledge process across Consumer Banking, including Card and Home Loans, Legacy Asset Servicing, Global Banking and Markets, and Global Wealth and Investment Management lines of business at Bank of America.

Process Overview :

- Consumer Banking Operations includes functions across end to end cycle of mortgages. These operations support the business in the US. CBO functions include mortgage related verticals like home loans origination, servicing operations (default and non-default), QA work types, etc.

Job Description :

- Individual will be required to manage teams across Operations. They will be involved in leading all the deliverables/Service Level Agreements in accordance with Bank of America policy and applicable regulations and organizational priorities.

Responsibilities :

The position will lead a team in BACI Servicing operations team with key responsibilities in ensuring :

- Ensure adherence to the SLA's / Metrics - productivity, turn-around-time and accuracy

- Engage in improving processes through re-engineering, system checks, process automation

- Interact with business partners and units on day to day functionalities

- Review daily key operational variables

- Develop back up and contingency plans

- Act as a change agent and provide implementation assistance as and when the need arises

- Provide subject matter expertise on processes

- Provide update on process performance

- Identify potential people issues amongst the team & resolve the same on a proactive basis

- Provide process problem resolution assistance to teams via calendarized one on one's and coaching sessions

- Assess performance of team members and conduct performance appraisals

- Provide coaching and feedback to team members

- Hold regular team meetings with team members to ensure that there is constant flow of information and knowledge dissemination - query logs, issue resolution

- Assist new hires such that they are productive on the floor in the shortest possible time frame

- Assess training needs, provide training opportunities and train new hires and existing staff

- Cross train Team Members

- Appropriately use Rewards & Recognition to energize and motivate team members

- Handle all logistics related issues: roster management, shift rotations.

- Leave planning, Managing Compensatory Offs, Unscheduled Leave

- Initiating Disciplinary procedure in conjunction with HR and Reporting manager

Competencies :

- Business acumen : End to End understanding of Credit products

Build customer/client driven environment : Ensures the customer/client perspective is at the forefront of all business decisions and initiatives. Models and reinforces the Bank of America spirit.

Constantly raise the bar : Demonstrates a strong desire to succeed. Sets and communicates challenging goals for self and others, constantly evaluates success and progress in relationship to goals, and holds people accountable. Sees high standards and goal attainment as a way of life.

Align enterprise capabilities : Leverages resources across the organization, driving collaboration and cooperation in order to achieve greater results.

Collaborates : Works effectively with others by establishing and maintaining positive working Relationships

Operational Excellence : Promote consistent, quality, and error-free execution; design and implement operating guidelines and process efficiencies; ensure employees are appropriately trained, partner with Technology to ensure the efficient use of technology

Leadership : Demonstrates a deep and broad understanding of the business and external marketplace and leverages it to define a compelling plan for the future. Recruits, develops and aligns the talent needed to meet business goal. Inspires commitment and followership from his team

Requirements :

Education : Graduate or MBA International Business/Finance

Certifications If Any : Six Sigma or Project Management Certifications

Experience Range : 16-18 years of experience, Mandate Banking work experience in similar area/product

Mandatory skills : Excellent interpersonal skills; positive attitude; team player; flexible

Desired skills :

- Good Communication Skills (Verbal/Written)

- Organized and able to multi-task in a fast-paced environment

- Willingness to learn and adapt to changes

- Ability to handle team

- Willing to work in a 24/7 environment

Process Timings : As per business requirements

Weekends Off (Y/N) : Yes

Job Location - Gurgaon