Los Angeles Fulfillment Operations Report

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 …show more content…
Load leveling can be the move of automated or manual volumes to either Utica or Los Angeles for capacity reasons. We would also utilize load leveling when we have a technical issue that prevents one site from fulfilling the work. Such issue can be a faulty printer, data server or weather that interrupted electrical service. At the end of the day, we would discuss evaluate the capacity to determine if the load leveling was utilized effectively. Meeting the service level agreement was the ultimate goal and we would have to allocate associates