Operations Account Services Supervisor

Job description

Job Details

• Job Category: AVP
• Full-Time
• Hybrid
• Florida

Tasks and responsibilities

• Oversee and coordinate the daily activities of the Account Services team to ensure accuracy, compliance and timely processing.
• Obtaining necessary approvals in accordance with the Bank's procedures and guidelines.
• Manage multiple tasks including account opening, maintenance and closing, account lock/unlock, online access granting, credit card issuance, returned mail processing and distribution, and bulk mail coordination.
• Compliance with service standards in the execution of all requests.
• Monitoring of KPIs and team performance, coaching, support and training as required.
• Function as an escalation point for complex or unusual account service scenarios.
• Design and analyze workflows to implement continuous improvement and greater efficiency.
• Development, implementation and monitoring of effective reporting tools created by Datawarehouse.
• Manage and generate various reports including tax forms (W8s), JIRA, missing documentation, charge exceptions, returned mail, eligibility and backup withholding files.
• Supervise the Hotline Accuracy team and review discrepancy reports between III B1IS (CDS Report Manager).
• Establish close partnerships with other areas of the bank to ensure timely and accurate fulfillment of sales/customer related transactions and requests.
• Development, management and maintenance of policies and procedures, proper documentation in appropriate forums.
• Lead the department in adhering to company values, sound people management practices and HR policies, promoting high performance and employee motivation.
• Carrying out investigations to process inquiries from internal and external customers.
• Maintenance and support of core systems, reporting systems, data updates and workflows as required.
• Collaboration with other areas of the bank to resolve outstanding documentation issues in a timely manner.
• Support in the development of new systems and transitions.
• Processing inquiries from regulatory authorities, internal and external auditors.
• Ensure compliance with anti-money laundering and banking secrecy laws, rules, regulations and related Itau policies.
• Work with compliance, legal and risk management teams to ensure compliance with regulatory and internal policies.
• Regularly review and update account opening procedures for efficiency and compliance.
• Participate in system enhancements and UAT related to account onboarding platforms.
• Support and/or lead projects focused on improving account opening processes, digitalization and customer experience.
• Cross-functional collaboration to gather requirements, track progress and ensure on-time delivery of onboarding-related project milestones.
• Contribution to project documentation, process mapping and post-implementation review for continuous improvement.
• Ensuring compliance with audit and quality control measures, proactive elimination of gaps.

Requirements

• At least 5 years of experience in client service, operations or private client relationship management support in a bank and/or broker-dealer environment.
• 1-2 years experience in a leadership or team/project management role.
• Bachelor's degree in business administration or a related field.
• Series 99 required.
• Knowledge of BSA/AML/KYC, federal and state banking regulations or FATCA.
• Successful experience in