Senior Operations Leader - Enterprise Transactions

94-1687665 Bank of America, National Association; Dallas (TX); On-site; USD 90,000 - 130,000; Full time

Job summary

Bank of America is seeking an experienced Operations Manager to lead a unit within a site, region, or product line, ensuring efficient processes and compliance with policies. This role includes staffing oversight, budget management, and forecasting to support accurate workflow and operational excellence.

The position requires coaching and developing teams, aligning priorities with business goals, and driving continuous improvement.

Qualifications

• 5+ years of experience in Cash & Transportation Services, high-volume transaction processing, payment operations, or a related operational environment.
• People management experience leading operational teams, preferably 15+ employees, in a high-volume, SLA-driven environment.
• Strong analytical and problem-solving skills
• Experience leading and developing teams, including coaching and performance management
• Knowledge of operational risk, compliance, and process improvement
• Experience partnering with operations, risk, technology, and cross-functional partners to resolve operational escalations, system issues, service disruptions, and control concerns.
• Ability to partner with key stakeholders on process changes, implementations, and continuous improvement initiatives
• Proven ability to manage workflow, staffing, capacity, productivity, quality, and SLA performance in a high-volume operational environment
• Ability to analyze operational performance, including SLA, defects, productivity, quality, capacity, and financial metrics, to identify risks and drive corrective action.
• Demonstrated ability to manage complex operational escalations using independent judgment, effective stakeholder coordination, and appropriate escalation.
• Proven ability to lead teams through changing business volumes, operational priorities, and process or system changes

Responsibilities

• Manages staffing levels and capacities, prioritizes employee development by providing effective coaching and training, and shares constructive feedback to drive Operational Excellence
• Oversees 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
• Implements improvements to drive the growth to the overall processes and identifies data, metrics, and key performance indicators to measure process effectiveness
• Aligns bank priorities and strategies to employee metrics and goals, evaluates employee progress, and strives to recognize, encourage, and improve team performance to support an inclusive work environment

Skills

Business Operations Management

Customer Service Management

Performance Management

Process Performance Measurement

Talent Development

Account Management

Client Management

Leadership Development

Process Management

Relationship Building

Hiring and Onboarding

Policies, Procedures, and Guidelines

Process Design

Risk Management

Workforce Analytics

Job description

Bank of America is seeking an experienced Operations Manager to lead a unit within a site, region, or product line, ensuring efficient processes and compliance with policies. This role includes staffing oversight, budget management, and forecasting to support accurate workflow and operational excellence.

The position requires coaching and developing teams, aligning priorities with business goals, and driving continuous improvement.