Senior Operations Leader - Programs, Strategy & People

Bank of America; Scottsdale (AZ); On-site; USD 88,000 - 112,000; Full time

Job summary

Bank of America is seeking a capable operations leader to manage a key unit across a site, region, or product line within its internal operations. The role focuses on translating business objectives into actionable plans, driving performance oversight, and ensuring process efficiency through structured workflows and governance.

You will lead staffing, talent planning, and program initiatives while maintaining a culture of accountability and inclusion, coordinating with regional teams to ensure

Qualifications

• 3+ years experience leading operational teams, programs, or regional support within a large organization.
• Demonstrated people-management experience, including performance management, coaching, talent planning, and capacity management.
• Experience establishing program strategy, prioritizing initiatives, and translating business objectives into measurable plans and outcomes.
• Experience leading cross-functional councils, operating forums, or governance routines across multiple regions or stakeholder groups.
• Experience managing operational risk, controls, audit support, issue escalation, and inspection-readiness activities.
• Experience developing and implementing process improvements, procedures, job aids, training, and change-management solutions.
• Strong analytical skills with demonstrated experience using data, metrics, and KPIs to assess performance, capacity, risk, and program effectiveness.
• Strong written and verbal communication skills, including the ability to deliver clear recommendations and influence senior leaders and cross-functional partners.
• Demonstrated ability to manage competing priorities, resolve highly complex problems, and deliver results in a fast-paced environment.
• Experience with budget, expense, reporting, forecasting, and resource-management practices.

Responsibilities

• Leads OA program strategy, initiative prioritization, and performance oversight, translating business objectives into clear plans, routines, measures, and accountable outcomes.
• Manages staffing capacity, performance, development, and talent planning while establishing a culture of accountability, inclusion, and Operational Excellence.
• Leads national OA communications, meetings, and councils to drive alignment, strengthen regional coordination, surface priorities, and ensure consistent execution.
• Leads the OA program experience across OA Express, councils, centralized support forums, and recurring operating routines.
• Drives strategic initiatives, including retention and teammate-experience programs, using performance data and partner feedback to improve outcomes.
• Co-owns Solution Center content strategy and OA job-aid procedures, improving clarity, usability, governance, and execution consistency.
• Strengthens operational risk, control, and inspection-readiness routines across OMP, Trend Analysis, Solution Center, Event Tracker, dashboards, coverage, and audit oversight.
• Provides leadership with monthly regional coverage, capacity, performance, risk, and readiness insights; identifies trends and drives timely escalation and resolution.
• Establishes structured intake and prioritization processes that align initiatives, resources, and delivery commitments to strategy.
• Drives capability building through the OJT Academy, training engagement, recurring support forums, and reinforcement of standard work.
• Maintains core platforms, including SharePoint, to support communication, knowledge management, reporting, and program execution.
• Builds effective partnerships across Market Operations, Business Controls, Risk, Learning, Communications, and other support functions to resolve complex issues and advance shared priorities.
• Identifies and implements simplification, innovation, and process improvements; establishes metrics and KPIs to measure effectiveness and sustain results.
• Supports budget, expense, reporting, forecasting, and resource planning activities by providing insights, analysis, and operational guidance to inform decision-making and appropriate control discipline.
• Serves as a strategic advisor to the centralized operations enablement organization by providing insights, recommendations, and program governance that support decision-making, operational readiness, and enterprise objectives.

Skills

Business Operations Management

Customer Service Management

Performance Management

Process Performance Measurement

Talent Development

Account Management

Client Management

Leadership Development

Process Management

Relationship Building

Education

High School Diploma / GED / Secondary School or equivalent

Tools

Microsoft Office Suite

Job description

Bank of America is seeking a capable operations leader to manage a key unit across a site, region, or product line within its internal operations. The role focuses on translating business objectives into actionable plans, driving performance oversight, and ensuring process efficiency through structured workflows and governance.

You will lead staffing, talent planning, and program initiatives while maintaining a culture of accountability and inclusion, coordinating with regional teams to ensure