Business Support Manager II

Bank of America; Charlotte (NC); On-site; USD 90,000 - 140,000; Full time

Job summary

Bank of America is seeking a capable leader to drive Workforce Enablement programs, aligning talent, learning, procedure management, and workforce strategies with organizational priorities.

You will oversee end-to-end workforce lifecycle, partner with HR, Talent Acquisition, and senior leaders, and use analytics to improve outcomes and drive operational excellence across Wealth Management Operations.

Qualifications

• 2+ years in Global Operations as a process owner, project manager, or similar role.
• 2+ years of direct people leadership experience.
• 1+ year partnering with senior leaders, HR, and cross-functional teams.
• Led workforce onboarding, learning, and employee development initiatives.
• Experience coaching individuals and teams to achieve performance goals.
• Experience using workforce metrics, training data, and KPIs to drive improvements.
• Balances multiple strategic priorities with competing demands.
• Experience developing executive-ready presentations and reports.
• Ability to influence without direct authority and drive execution.
• MS 365 proficiency: Excel, PowerPoint, Teams, Copilot.

Responsibilities

• Provide strategic leadership for Workforce Enablement programs, aligning talent and learning with priorities.
• Lead end-to-end workforce lifecycle including planning, hiring strategy, onboarding, and early talent initiatives.
• Partner with HR, Talent Acquisition, Learning & Development, and leaders to identify needs and implement scalable solutions.
• Leverage workforce analytics and performance metrics to assess program effectiveness and drive improvements.
• Governance and continuous enhancement of departmental procedures to meet enterprise standards.
• Lead change management and communications to advance workforce initiatives.
• Develop a high-performing, inclusive team through coaching and succession planning.

Skills

Strategic thinking

Stakeholder management

Analytical thinking

Presentation skills

Program management

Relationship building

Written communications

Influence without authority

Tools

Excel

PowerPoint

Teams

Copilot

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 inclusive environment 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: Assesses 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