Senior Operations Manager

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

Job Description

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day.

Being a Great Place to Work and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates’ physical, emotional, and financial wellness through affordable, competitive and flexible benefits.

We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve.

Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs.

At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

Job Description

This job is responsible for managing a unit for a site, region, or product line within the bank’s internal operations. Key responsibilities include identifying, analyzing, and resolving highly complex problems, ensuring compliance with policies, and developing and implementing new processes to improve operating efficiency and ensure accuracy of workflow. Job expectations include managing employee performance, development, talent planning, and overseeing the budget, expenses, reporting, and forecasting.

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 key performance indicators 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.

Required Qualifications

• 3+ years experience leading operational teams, programs, or regional support functions within a large, complex 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 key performance indicators 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, highly regulated environment.
• Experience with budget, expense, reporting, forecasting, and resource-management practices.

Desired Qualifications

• Experience supporting Financial Center or Market Operations and familiarity with the Operations Associate role and operating model.
• Knowledge of Bank of America operational risk, governance, audit, and inspection-readiness processes.
• Experience leading regional programs and building alignment across geographically dispersed teams.
• Experience developing learning, onboarding, or on-the-job training programs that improve capability and execution consistency.
• Advanced proficiency in Microsoft Office Suite, including Excel, PowerPoint, SharePoint, CoPilot and reporting tools.
• Experience maintaining knowledge-management platforms, dashboards, scorecards, or centralized content repositories.
• Bachelor’s Degree in Business, Finance, Management, Operations, or a related field.

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 Management
• Process Design
• Risk Management
• Workforce Analytics

Minimum Education Requirement

High School Diploma / GED / Secondary School or equivalent

Shift

1st shift (United States of America)

Hours Per Week

40

Pay Transparency details

US - CA - Carlsbad - 7700 El Camino Real - La Costa (CA0222), US - CA - El Segundo - 2301 ROSECRANS AVE (CA8800), US - CA - Foster City - 1065 E Hillsdale Blvd (CA5510), US - CA - Fullerton - 401 N Harbor Blvd - FULLERTON MAIN OFFICE (CA7108), US - CA - La Jolla - 7680 Girard Ave - La Jolla Main (CA0112), US - CA - Newport Beach - 500 Newport Center Dr - Newport Center (CA9165), US - CA - Ontario - 735 N Euclid Ave - ONTARIO BC (CA6103), US - CA - Pasadena - 880 E Colorado Blvd - Lake-colorado (CA9110), US - CA - Pomona - 444 S Garey Ave - POMONA MAIN OFFICE (CA7110), US - CA - San Francisco - 315 Montgomery St - 315 Montgomery (CA5704), US - CA - San Jose - 560 S WINCHESTER BLVD (CA3512), US - CA - Vallejo - 21 Springstowne Ctr - Springstowne (CA3136), US - CA - Walnut Creek - 1331 N CALIFORNIA BLVD (CA4813), US - CA - Woodland Hills - 5901 CANOGA AVE - WEST VALLEY REGION (CA7518), US - NV - Las Vegas - 6900 Westcliff Dr - BANK OF AMERICA WEST BC (NV1149), US - NV - Reno - 5370 Kietzke Ln - NevDex Office Park (NV9902), US - WA - Seattle - 401 Union St - Rainier Square (WA1510), US - WA - Tacoma - 1201 Pacific Ave (WA9201)

Pay range

$88,200.00 - $111,800.00 annualized salary, offers to be determined based on experience, education and skill set.

Discretionary incentive eligible

This role is eligible to participate in the annual discretionary plan. Employees are eligible for an annual discretionary award based on their overall individual performance results and behaviors, the performance and contributions of their line of business and/or group; and the overall success of the Company.

Benefits

This role is currently benefits eligible. We provide industry-leading benefits, access to paid time off, resources and support to our employees so they can make a genuine impact and contribute to the sustainable growth of our business and the communities we serve.