Business Support Manager II

Bank of America; Addison, Northern (TX, KY); Hybrid; USD 102,000 - 158,000; Full time

Job summary

Bank of America is seeking an experienced Operations Leader in the United States. This role manages a large, complex department’s administrative functions, including budgeting, process improvements, and governance, while leading a multi-location team.

You will partner with HR, Talent Acquisition, and senior leaders to align workforce strategies with business priorities. Responsibilities include developing workforce lifecycle programs, analytics-driven decision making, and driving organizational

Qualifications

• 2+ years of Global Operations experience in a process ownership or similar role
• 2+ years of direct people leadership experience
• 1+ year partnering with senior leaders and HR to implement solutions
• Experience leading workforce onboarding, training, and development initiatives
• Experience coaching and developing talent for performance improvement
• Experience using workforce metrics and scorecards for decision making
• 2+ years balancing multiple strategic priorities and delivering results
• Experience developing executive-ready presentations and reports
• Proven ability to influence across a matrixed organization
• Proficiency with Microsoft 365 including Excel pivot tables, PowerPoint, Teams

Responsibilities

• Provides strategic leadership for Workforce Enablement programs aligning talent, learning and workforce strategies with priorities
• Leads end-to-end workforce lifecycle including planning, onboarding, and early talent initiatives
• Partners with HR, Talent Acquisition and stakeholders to identify workforce needs and scalable solutions
• Uses analytics and KPIs to assess program effectiveness and drive improvements
• Directs governance and improvement of departmental procedures to meet enterprise standards
• Leads communications and change management to advance workforce initiatives
• Builds a high-performing, inclusive team through coaching and development
• Manages associates and demonstrates leadership responsibilities at this level
• Champions inclusion and diversity in line with Great Place to Work goals
• Acts as an enterprise advocate and clear communicator of decisions and results
• Ensures risk discipline and controls are in place across the department
• Provides coaching and feedback to improve performance
• Manages budgets and expenses aligned with objectives
• Drives talent development and succession planning
• Delivers results by prioritizing and delegating work

Skills

Strategy Planning

Result Orientation

Stakeholder Management

Written Communications

Presentation Skills

Program Management

Analytical Thinking

Prioritization

Numerical Reasoning

Project Management

Strategic Thinking

Relationship Building

Tools

Excel

PowerPoint

Microsoft Teams

Job description

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

Manages diverse administrative functions usually for a very large, complex department or for a complete line of business that may be regional or national in scope, often requiring associates in one or more location. Functions managed may include: financial control/budgeting and consolidation, personnel processes, audit/compliance, premises, and coordination of certain projects, associate training, service quality, process improvement, business continuity, or communication. Consults with senior management in evaluating current methods and developing strategies to implement changes and improvements. Requires a thorough knowledge of the department or business units functional area or products. Working knowledge of general bank policies, programs and procedures and financial/accounting practices. Generally has full management responsibility over a relatively large team and may manage one or more levels of managers.

Leads the support/administrative functions for a somewhat large department usually at a local level. Responsibilities may include budget analysis and recommendations, operations analysis, identification and resolution of work flow issues, associate training, service quality, process improvement. Resolves personnel, audit and/or budget issues by researching and analyzing unusual problems, administers bank programs and policies and provides interpretation to department. Requires an in-depth knowledge of bank policies and programs and of the departments functional operations. May direct workflow activities.

Line of Business Description

The Business Operations Management team provides multi-disciplinary horizontal support for Wealth Management Operations (WMO) business priorities and deliverables.

Responsibilities

• Provides strategic leadership and governance for Workforce Enablement programs, aligning talent, learning, procedure management, and workforce strategies with organizational priorities and business objectives

• Leads the end-to-end workforce lifecycle, including workforce planning, hiring strategy, onboarding, job architecture, early talent initiatives, employee readiness, and workforce enablement programs

• Partners with Human Resources, Talent Acquisition, Learning & Development, senior leaders, and key stakeholders to identify workforce needs and implement scalable solutions that enhance employee experience and organizational effectiveness

• Leverages workforce analytics, business intelligence, and performance metrics to assess program effectiveness, identify trends, support executive decision-making, and drive continuous improvement

• Directs the governance, maintenance, prioritization, and continuous enhancement of departmental procedures, ensuring adherence to enterprise standards, operational requirements, and regulatory expectations

• Leads strategic communications, change management, and adoption efforts that advance workforce initiatives, organizational transformation, and business performance

• Builds and develops a high-performing, inclusive team through coaching, succession planning, talent development, and performance management practices that strengthen organizational capability and leadership readiness

• 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: Models an inclusiveenvironment for employees and clients, aligned to company Great Place to Work goals

• Manager of Process & Data: Demonstrates deep process knowledge, operational excellence and innovation through a focus on simplicity, data based decision making and continuous improvement

• Enterprise Advocate & Communicator: Communicates enterprise decisions, purpose, and results, and connects to team strategy, priorities and contributions

• Risk Manager: Ensures proper risk discipline, controls and culture are in place to identify, elevate and debate issues

• People Manager & Coach: Provides inspection, coaching and feedback to motivate, differentiate and improve performance

• Financial Steward: Actively manages expenses and budgets in alignment with objectives, making sound financial decisions

• Enterprise Talent Leader: Assess talent and builds bench strength for roles across the organization

• Driver of Business Outcomes: Delivers results by effectively prioritizing, inspecting and appropriately delegating team work

Required Qualifications

• 2+ years of experience in Global Operations as a process owner, project manager, business support manager, workforce enablement leader, or similar role supporting organizational programs and business priorities

• 2+ years of direct people leadership experience, including coaching, employee development, prioritization, performance management, and fostering an inclusive, high-performing team environment

• 1+ year partnering with senior leaders, Human Resources, and cross-functional teams to find workforce needs, implement business solutions, and improve organizational effectiveness through data-driven decision making

• Demonstrated experience leading workforce, onboarding, learning, procedure management, or employee development initiatives from planning through implementation, resulting in measurable business outcomes, risk reduction, enhanced employee experience, and/or operational improvements

• Experience coaching individuals and teams to achieve performance goals while developing talent, strengthening engagement, and supporting succession planning efforts

• Experience using workforce metrics, training data, employee feedback, scorecards, KPIs, and trend analysis to develop actionable recommendations and drive continuous improvement

• 2+ years of experience balancing multiple strategic priorities, managing competing demands, and adapting to organizational changes while successfully delivering results

• Experience developing executive-ready presentations, communications, reporting, and recommendations for diverse stakeholder groups and leadership audiences

• Proven ability to influence without direct authority and drive execution across a highly matrixed organization

• Intermediate Microsoft 365 ability, including Excel (pivot tables, lookup functions, data analysis), PowerPoint (executive-level presentations), Teams facilitation, and Copilot adoption

Desired Qualifications

• Knowledge of Wealth Management Operations functions, targeted client experiences, products, and business partner organizations

• Experience supporting Talent Acquisition, onboarding, workforce planning, learning and development, mandatory training, job architecture, early talent programs, or employee capability initiatives

• Experience leading organizational change, employee engagement, knowledge management, or workforce transformation efforts

• Experience with procedure governance, process documentation, audit readiness, operational controls, and regulatory requirements

• Experience developing future leaders through coaching, mentoring, and talent development programs

Skills

• Strategy Planning and Development

• Result Orientation

• Stakeholder Management

• Written Communications

• Presentation Skills

• Program Management

• Analytical Thinking

• Prioritization

• Numerical Reasoning

• Project Management

• Strategic Thinking

• Relationship Building

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

1st shift (United States of America)

Hours Per Week

40

Pay Transparency details

US - NJ - Pennington - 1400 American Blvd - Hopewell Bldg 4 (NJ2140)Pay and benefits informationPay range$102,200.00 - $158,000.00 annualized salary, offers to be determined based on experience, education and skill set.Discretionary incentive eligibleThis 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.BenefitsThis 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.