Senior Group Operations Leader — Drive Process Excellence

Bank of America; Kennesaw (GA); On-site; USD 110,000 - 160,000; Full time

Job summary

Bank of America seeks an experienced operations leader to guide multiple major operations segments within its bank's internal operations. You will identify, analyze, and resolve complex problems, ensure policy compliance, and implement opportunities to improve process performance and operating efficiency.

The role requires coordinating activities across operations and product lines, forecasting, budgeting, and driving workforce excellence while fostering an inclusive culture and strong

Qualifications

• 5+ years of leadership experience in a large call center environment.
• Demonstrated ability to drive improvements in performance and efficiency.
• Proven ability to build and sustain a positive, high-performing culture across a large call center operation.
• Exceptional written and verbal communication skills, with demonstrated ability to engage large employee populations, communicate with senior leaders, and deliver clear, compelling messages across a complex organization.

Responsibilities

• Oversees the forecasting and staffing levels and capacities, provides effective coaching, and shares constructive feedback to drive Operational Excellence
• Leads and ensures teams adhere to bank and regulatory policy and procedures when making decisions that impact various operations and product lines
• Provides strategic guidance to develop and analyze procedures to enhance unit and/or product-related activities while overseeing 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 provides interventions as needed to recognize, encourage, and improve team performance to support an inclusive work environment

Skills

Customer Service Management

Regulatory Compliance

Risk Management

Stakeholder Management

Talent Development

Business Operations Management

Change Management

Customer and Client Focus

Decision Making

Relationship Building

Business Process Analysis

Career Path Design

Organizational Effectiveness

Strategic Thinking

Strategy Planning and Development

Education

High School Diploma / GED / Secondary School or equivalent

Job description

Bank of America seeks an experienced operations leader to guide multiple major operations segments within its bank's internal operations. You will identify, analyze, and resolve complex problems, ensure policy compliance, and implement opportunities to improve process performance and operating efficiency.

The role requires coordinating activities across operations and product lines, forecasting, budgeting, and driving workforce excellence while fostering an inclusive culture and strong