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)

Ops Proficiency Coach – Collect & Decision

Key skills