Ops Proficiency Coach – Collect & Decision

Responsibilities

• Provides coaching and works individually with frontline associates to build their professional proficiency beyond standard skills acquired in training
• Walks the floor and joins group chats via Skype/Mattermost to assist associates with questions and escalations, as needed
• Supports site and team leaders with operational routines and supports unit business continuity on exception basis
• Works with Initiative & Platform management team on projects including technical solution development, Client Journey/Operational Excellence innovation, and operating model evolution
• Focuses on up-skilling and new initiatives for associates, including coaching, training, and assessing performance
• Monitors performance and behaviors of associates and communicates progress daily with business

• Minimum of 12 months experience within a relevant role within Estate Servicing Operations
• Thorough knowledge of Estate Servicing and/or ESO process/function, bank policies, and regulations
• Deliver effective and engaging presentations to diverse audiences, both virtually and in-person
• Identify, measure, monitor, and control risk as part of daily business activities, with a focus on specific risk types
• Experience and knowledge of line of business systems and tools necessary to assess and improve performance
• Strong collaboration and partnering skills; ability to work across functions and partners
• Excellent written and verbal communication skills
• Proficiency in using Microsoft Word, Excel, PowerPoint, as well as technology needed to facilitate meetings and share documents with leaders and partners (Telepresence, Webex, SharePoint)