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 is core to how we drive Responsible Growth. This includes our commitment to being an inclusive workplace, attracting and developing exceptional talent, supporting our teammates’ physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve.

Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations.

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 operational support across multiple locations/functions including a process/workstream. Key responsibilities include partnering with senior management, evaluating current methods, and developing strategies to achieve and exceed key operating metrics. Job expectations include leading key initiatives, translating strategy into real-time operational deployments, and proactively identifying/responding to risk issues, making balanced decisions across people, process and technology.

The Operations Performance Manager II is responsible for driving out operational excellence across the contact center(s). Directly manages & guides the performance management of client facing contact center associates. Identifies strategies and solutions that are directly linked to organizational and business goals by establishing and maintaining partnerships with key business leaders, SMEs, and vendors to identify and drive performance improvement change. Will identify opportunities for improvement, conduct an analysis to determine root causes, propose solutions, scope out projects, implement solutions and assess impact. Solutions include process improvement or integration, leadership development, skill development and training. Oversees the execution of robust control reporting to monitor multiple facets of the operation. Requires a thorough knowledge of the department or business units functional area or products.

Responsibilities:

• Leverages data, analysis and reporting proactively to identify performance trend opportunities
• Demonstrates strong leadership and communication skills with the ability to influence with impact across the organization
• Ensures rigorous reporting and inspection routines resulting in consistent operational execution
• Partners with performance execution teams to achieve & exceed prescribed operating goal targets
• Maintains clear line of sight on process controls & compliance reporting, interprets results into actionable remediation plans and partnering with SL and BSMs to execute
• Champions and introduces new performance & operating strategies
• Creates, authors, and maintains operating “playbooks” in order to ensure consistent & compliant performance execution

Required Qualifications:

• 2+ years of experience specific to Fraud handling process with these products are required
• Must have robust knowledge of Fraud and Claims process for the key products of Check, Digital, Credit, Debit, Wires & Zelle/P2P
• Ability to work in fast paced environment with several competing priorities
• Advanced Excel (Pivot Table & V-Lookup) and PowerPoint proficiency (Creating executive presentation)
• Ability to analyze data and trends to support performance enablement
• Strong interpersonal and relationship building/managing skills
• Ability to balance multiple needs, requests and goals
• Outstanding communication and presentation skills (verbal and written)
• Ability to effectively coach team managers, gain followership through influence and drive positive results

Desired Qualifications:

• Project Management experience
• Small Business experience
• Comfortable working with ambiguity and rapidly changing priorities
• Experience in Change Management, HR, Finance, Communications, Business Controls or Operations
• Ability to effectively interact with all levels of management
• Previous experience managing in a contact center environment
• SharePoint and/or Discovery design
• Working knowledge of UCRA, CAST, and other change management tools

Skills:

• Business Analytics
• Collaboration
• Continuous Improvement
• Customer and Client Focus
• Process Simplification
• Decision Making
• Executive Presence
• Inclusive Leadership
• Influence
• Innovative Thinking
• Attention to Detail
• Customer Service Management
• Performance Management
• Process Management
• Succession Planning

Minimum Education Requirement: High School Diploma / GED / Secondary School or equivalent

Shift:

1st shift (United States of America)

Hours Per Week:

40

Pay Transparency details

US - MD - Hunt Valley - 11333 MCCORMICK RD - HUNT VALLEY II (MD5032), US - NV - Las Vegas - 1351 N Town Center Dr (NV1507), US - VA - Richmond - 8011 VILLA PARK DR - VILLA PARK OPS CENTER BLDG B (VA2125)

Pay and benefits information

Pay range

$119,600.00 - $180,700.00 annualized salary, offers to be determined based on experience, education and skill set.

Discretionary incentive eligible

This role is eligible to participate in the annual discretionary plan. Employees are eligible for an annual discretionary award based on their overall individual performance results and behaviors, the performance and contributions of their line of business and/or group; and the overall success of the Company.

Benefits

This role is currently benefits eligible. We provide industry-leading benefits, access to paid time off, resources and support to our employees so they can make a genuine impact and contribute to the sustainable growth of our business and the communities we serve.