Operations Performance 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 driving operational support across multiple locations/site. Key responsibilities include influencing site leadership to achieve and exceed key operating metrics, ensure rigorous reporting & inspection routines resulting in consistent operational execution. Job expectations include leading key initiatives, translate strategy into real-time operational deployments and proactively identify/respond to risk issues, make balanced decisions across people, process and technology. Incumbent may have staffing responsibility and engaged in performance management activities.

Responsibilities:

• Leverages data, analysis and reporting to proactively identify performance trends and enablement opportunities
• Demonstrates strong leadership and communication skills, and influences with impact across the organization
• Coaches team managers, effectively and gains followership through influence to drive positive results
• Develops leaders through influence
• Balances multiple needs, requests and goals
• Works in a fast paced environment with several competing priorities

Required Qualifications:

• 3+ years managing team(s) call center and / or operational organizations in a mission-critical environment
• Strong interpersonal and relationship building/managing skills
• Proven business and operations knowledge/experience
• Proactive & self-starter Ability to work in fast paced environment with competing priorities
• Strong Excel and PowerPoint skills Proactively leverage data, analysis and reporting to identify performance trends and enablement opportunities
• Strong leadership and communication skills, able to influence with impact across the organization.
• Outstanding communication and presentation skills (verbal and written) at the executive level
• Ability to effectively coach team managers, gain followership through influence and drive positive results

Desired Qualifications:

• Retail and Preferred knowledge
• Client Care Contact center knowledge
• Experience in Change Management, HR, Finance, Communications, Business Controls or Operations
• Ability to effectively interact with all levels of management
• Project management

Skills:

• Collaboration
• Customer and Client Focus
• Data Mining
• Performance Management
• Process Performance Measurement
• Decision Making
• Innovative Thinking
• Process Management
• Process Performance Management
• Written Communications
• Attention to Detail
• Coaching
• Customer Service Management
• Influence
• Recruiting

Internal employees who are currently working from home are still eligible to apply. However, if selected for the role, you may be required to work onsite in accordance with the workplace excellence policy.

Shift:

Hours Per Week: