Operations Manager

About This Role

The Operations Manager leads a segment or small operations unit within the bank's internal operations, focusing on delivering best-in-class care for clients and internal partners. This role involves identifying and resolving complex problems, ensuring compliance, and implementing new processes to improve efficiency and accuracy. It suits an experienced and motivated individual committed to operational excellence and employee engagement.

Responsibilities

• Forecast and manage staffing levels and capacities
• Provide effective coaching and constructive feedback to drive Operational Excellence
• Apply knowledge of end-to-end processes and ensure adherence to bank and regulatory policy and procedures when making decisions that impact various operations and product lines
• Develop and analyze procedures to enhance unit and/or product-related activities
• Oversee budget and expense management, reporting, and forecasting for designated areas
• Evaluate efficiencies and identify areas of improvement and growth to the overall process, identifying data, metrics, and key performance indicators to measure process effectiveness
• Align bank priorities and strategies to employee metrics and goals
• Strive to recognize, encourage, and improve team performance to support an inclusive work environment
• Enable and empower 11+ employees to deliver on the Client Care Pillars easily and efficiently via case management
• Maintain a full understanding of the team's performance, using long- and short-term analysis of key performance indicators, observations

About the Company

Bank of America is guided by a common purpose to help make financial lives better through the power of every connection, driving Responsible Growth and delivering for clients, teammates, communities, and shareholders. The National Service & Solutions (NS&S) organization specializes in situations requiring compassionate care, high attention to detail, management of high risks, and education of internal partners, using a call center/contact center structure to engage with external clients and Financial Centers nationwide.