Operations Leader - Client Care & Process Excellence

Bank of America; Phoenix (AZ); On-site; USD 85,000 - 125,000; Full time

Job summary

Bank of America seeks an experienced Operations Manager in NS&S to lead a segment of internal operations and a team of 11+ employees. You will drive process improvements, ensure policy compliance, and manage budgets, forecasting, and reporting while delivering high-quality client care and engagement.

The role requires strong leadership, data-driven decision making, and collaboration across teams to balance risk and rewards in a fast-paced environment.

Qualifications

• 1+ years of experience as Manager, Assistant Manager or Proficiency Coach in a contact center or relevant work experience.
• Advanced/Expert MS Office skills, especially Excel and PowerPoint
• Extremely organized/excellent time management skills with ability to manage and prioritize competing priorities
• Ability to think strategically across the organization to identify opportunities to improve overall performance efficiency (Customer focus)
• A commitment to advocate for internal/external clients to meet and exceed their expectations (Employee focus)
• Ability to combine observations with the analysis of a variety of performance reports at an individual and team level to diagnose positive and negative patterns driving the performance
• Seeks opportunities to improve depth/breadth of knowledge and personal performance and to remain current with iterative process changes and software updates
• Thorough knowledge of financial industry products and services, general banking policies and regulations applicable to banking

Responsibilities

• Forecasts and manages staffing levels and capacities, provides effective coaching, and shares constructive feedback to drive Operational Excellence
• Applies knowledge of the end-to-end processes and ensures adherence to bank and regulatory policy and procedures when making decisions that impact various operations and product lines
• Develops and analyzes procedures to enhance unit and/or product-related activities and oversees budget and expense management, reporting, and forecasting for designated areas
• Evaluates efficiencies and identifies areas of improvement and growth to the overall process, identifying data, metrics, and key performance indicators to measure process effectiveness
• Aligns bank priorities and strategies to employee metrics and goals and strives to recognize, encourage, and improve team performance to support an inclusive work environment
• As a member of an NS&S site leadership team, an Operations Team Manager enables and empowers 11+ employees to deliver on the Client Care Pillars easily and efficiently via case management
• Maintains a full understanding of the team's performance. Understanding the performance of each person, using long- and short-term analysis of key performance indicators, observations, and anecdotal information
• Identifies positive and negative patterns driving the performance, coaches the team and individuals to sustain positive patterns and mitigate negative patterns to improve or sustain performance
• Sustains a process excellence culture to maintain consistent and iterative improvements in all aspects of the operation and employee experience
• Actively participates in routines and practices to accurately assess key performance indicators and executes on actions needed to improve and maintain the health of the operation and the employee experience
• Executes long and short-term strategic plans to drive improvements in client care, efficiency, employee engagement and growth
• Makes sound judgements based on data to balance risks with rewards, maintain control discipline, and respond to change
• Engages in ongoing personal education to maintain a current working knowledge of the market, technology that would benefit the operation, best practices in employee engagement, and updated skill set

Skills

Excel

PowerPoint

Time management

Strategic thinking

Customer focus

Relationship building

Coaching

Data-driven decisions

Process improvement

Banking knowledge

Tools

MS Office

Job description

Bank of America seeks an experienced Operations Manager in NS&S to lead a segment of internal operations and a team of 11+ employees. You will drive process improvements, ensure policy compliance, and manage budgets, forecasting, and reporting while delivering high-quality client care and engagement.

The role requires strong leadership, data-driven decision making, and collaboration across teams to balance risk and rewards in a fast-paced environment.