Operations Manager

Job Description:

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day. Being a Great Place to Work and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates’ physical, emotional, and financial wellness through affordable, competitive and flexible benefits. We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve. Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs. At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

Job Description:
This job is responsible for leading a segment or a small operations unit for a site, region, or product line within the bank's internal operations. Key responsibilities include identifying, analyzing, and resolving complex problems, ensuring compliance with policies, and developing and implementing new processes to improve operating efficiency and ensure accuracy of workflow. Job expectations include overseeing day-to-day activities of employees, including executing transactions and managing the budget, expenses, forecasting, and reporting.

Responsibilities:

• Forecasts and manages staffing levels and capacities, provides effective coaching, and shares constructive feedback to drive Operational Excellence
• Applies knowledge of the end-to-end processes and ensures adherence to bank and regulatory policy and procedures when making decisions that impact various operations and product lines
• Develops and analyzes procedures to enhance unit and/or product-related activities and oversees budget and expense management, reporting, and forecasting for designated areas
• Evaluates efficiencies and identifies areas of improvement and growth to the overall process, identifying data, metrics, and key performance indicators to measure process effectiveness
• Aligns bank priorities and strategies to employee metrics and goals and strives to recognize, encourage, and improve team performance to support an inclusive work environment

Managerial Responsibilities:
This position may also have responsibilities for managing associates. At Bank of America, all managers at this level demonstrate the following responsibilities, in addition to those specific to the role, listed above.

• Opportunity & Inclusion Champion: Creates an inclusive team where members are treated fairly and respectfully.
• Manager of Process & Data: Demonstrates and expects process knowledge, data driven decisions, simplicity and continuous improvement.
• Enterprise Advocate & Communicator: Delivers clear and concise messages that motivate, convey the “why” and connects contributions to business results.
• Risk Manager: Leads and encourages the identification, escalation and resolution of potential risks.
• People Manager & Coach: Knows and develops team members through coaching and feedback.
• Financial Steward: Manages expenses and demonstrates an owner’s mindset.
• Enterprise Talent Leader: Recruits, on-boards and develops talent, and supports talent mobility for career growth.
• Driver of Business Outcomes: Delivers results through effective team management, structure, and routines.

LOB Description:

This Operations Team Manager position is responsible for leading associates within the company's internal operations organization. The manager provides day-to-day leadership, coaching, development, and oversight of operational activities that may include legal document fulfillment, account maintenance, research and adjustment activities, and other specialized fulfillment processes.

The role is accountable for ensuring work is completed accurately, timely, and in accordance with applicable regulations, bank policies, procedures, and internal controls. Responsibilities include monitoring operational performance and quality, maintaining effective financial and operational controls, identifying and escalating risk, and ensuring the integrity of case management and workflow processes.

The manager also identifies and implements opportunities to improve operating efficiency, workflow accuracy, control effectiveness, and overall team performance while partnering with associates, peers, leadership, and business partners.

This position supports processes that require an onsite presence. Meeting established in-office attendance requirements is an essential function of the role.

Required Qualifications

• Must have current RCO experience
• Recent operations experience, preferably within the previous 12 months
• Recent leadership experience
• Demonstrated ability to manage operational performance, quality, risk, and internal controls
• Experience developing and implementing process or procedural improvements that enhance efficiency, accuracy, quality, or control effectiveness
• Strong analytical and problem-solving skills with the ability to identify root causes, exercise sound judgment, and appropriately escalate risk
• Strong organizational and prioritization skills with the ability to manage multiple priorities in a production-focused environment
• Effective written and verbal communication skills with the ability to engage associates, leadership, and business partners
• Ability to meet established in-office attendance requirements

Skills:

• Business Operations Management
• Customer Service Management
• Performance Management
• Process Performance Measurement
• Talent Development
• Account Management
• Client Management
• Leadership Development
• Process Management
• Relationship Building
• Hiring and Onboarding
• Policies, Procedures, and Guidelines Management
• Process Design
• Risk Management
• Workforce Analytics

Shift:

1st shift (United States of America)

Hours Per Week: 

40