Operations Manager: Process Excellence & Team Growth

Bank of America; Tampa (FL); On-site; USD 75,000 - 95,000; Full time

Job summary

Bank of America is seeking an Operations Manager for the NS&S team in the United States. The role leads a segment or unit, driving efficient operations, managing budgets, and ensuring policy compliance across complex processes and multiple products.

You will guide a team through analytics, coaching, and continuous improvement initiatives. As part of the NS&S leadership, you will develop plans, monitor KPIs, and balance risk with rewards while fostering an inclusive culture and employee

Qualifications

• 1+ years of experience as Manager, Assistant Manager or similar in a contact center or relevant role.
• Advanced MS Office skills, especially Excel and PowerPoint.
• Extremely organized with strong time management and prioritization abilities.
• Strategic thinker who can identify opportunities to improve performance.
• Commitment to client focus and employee well-being.
• Ability to analyze performance reports to diagnose patterns and drive decisions.
• Coaching skills to develop team members and sustain improvements.
• Empathy and relationship-building within and outside the organization.
• Desire to learn and adapt to iterative process changes and software updates.
• Thorough knowledge of financial industry products and regulations.

Responsibilities

• Forecasts and manages staffing levels and capacities; coaches and provides feedback to drive excellence.
• Ensures adherence to bank and regulatory policies in decision-making.
• Develops and analyzes procedures to improve unit/product activities; manages budget, expenses, forecasting, and reporting.
• Evaluates efficiencies and identifies improvement opportunities using KPIs and data.
• Leads an inclusive, performance-driven team culture and aligns metrics with goals.

Skills

Operations management

Staff coaching

Process improvement

Budgeting

Data analysis

Regulatory knowledge

Leadership

Tools

MS Office

Job description

Bank of America is seeking an Operations Manager for the NS&S team in the United States. The role leads a segment or unit, driving efficient operations, managing budgets, and ensuring policy compliance across complex processes and multiple products.

You will guide a team through analytics, coaching, and continuous improvement initiatives. As part of the NS&S leadership, you will develop plans, monitor KPIs, and balance risk with rewards while fostering an inclusive culture and employee