An Operations Team Lead For The Los Angeles Fulfillment Operations Department

1507 Words Jul 8th, 2015 7 Pages
At Bank of America, I was an Operations Team Lead for the Los Angeles Fulfillment Operations department. We fulfilled statements, items and research inquires for our customers. Our customers included internal associates, consumers, and legal and government entities. This involved working with many bank products such as, checking, savings, certificate of deposits, individual retirement accounts, brokerage accounts and credit cards accounts. With a team of twenty-five associates, we would fulfill an average of three thousand request, which would generate approximately thirty thousand deliverables. Fulfillment Operation would extensively use planning, organization, leading and controlling in its operations.
Much of the fulfillment would be processed through our automated channel if there were no issues involved. When we would get these exceptions, we would push these requests to our manual workflow. Our associates would quality check the work to verify all documents were generated and we would prevent privacy breaches. The department operated with a service level agreement (SLA) of one day.
We would emphasize our ultimate goal in our planning stage. The main goal for Fulfillment Operations was to meet our one-day service level agreement and utilize capacity effectively. We would do this by assigning volumes appropriately among the associates and offer overtime when necessary. Additionally, we would work with our sister site in Utica, New York to load level volumes to utilized…

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