Senior Operations Manager - Enterprise Transaction Services

Senior Operations Manager - Enterprise Transaction Services

Dallas, Texas

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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.

Schedule: Monday - Friday | 8:00 am - 5:00 pm

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

Managerial Responsibilities:

This position may also have responsibilities for managing associates. At Bank of America, all managers at this level demonstrate the following responsibilities, in addition to those specific to the role, listed above.

• Opportunity & Inclusion Champion: Creates an inclusive team where members are treated fairly and respectfully.

• Manager of Process & Data: Demonstrates and expects process knowledge, data driven decisions, simplicity and continuous improvement.

• Enterprise Advocate & Communicator: Delivers clear and concise messages that motivate, convey the “why” and connects contributions to business results.

• Risk Manager: Leads and encourages the identification, escalation and resolution of potential risks.

• People Manager & Coach: Knows and develops team members through coaching and feedback.

• Financial Steward: Manages expenses and demonstrates an owner’s mindset.

• Enterprise Talent Leader: Recruits, on-boards and develops talent, and supports talent mobility for career growth.

• Driver of Business Outcomes: Delivers results through effective team management, structure, and routines.

Required 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, Service Level Agreement (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

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

Internal employees who are currently working from home are still eligible to apply. However, if selected for the role, you may be required to work onsite in accordance with the workplace excellence policy.

Shift:

1st shift (United States of America)

Hours Per Week:

40

Bank of America and its affiliates consider for employment and hire qualified candidates without regard to race, religious creed, religion, color, sex, sexual orientation, genetic information, gender, gender identity, gender expression, age, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law, and as such affirms in policy and practice to support and promote the concept of equal employment opportunity, in accordance with all applicable federal, state, provincial and municipal laws. The company also prohibits discrimination on other bases such as medical condition, marital status or any other factor that is irrelevant to the performance of our teammates.

View your "Know your Rights (https://www.eeoc.gov/sites/default/files/2023-06/22-088\_EEOC\_KnowYourRights6.12.pdf) " poster.

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Bank of America aims to create a workplace free from the dangers and resulting consequences of illegal and illicit drug use and alcohol abuse. Our Drug-Free Workplace and Alcohol Policy (“Policy”) establishes requirements to prevent the presence or use of illegal or illicit drugs or unauthorized alcohol on Bank of America premises and to provide a safe work environment.

Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations. Should you be offered a role with Bank of America, your hiring manager will provide you with information on the in-office expectations associated with your role. These expectations are subject to change at any time and at the sole discretion of the Company. To the extent you have a disability or sincerely held religious belief for which you believe you need a reasonable accommodation from this requirement, you must seek an accommodation through the Bank’s required accommodation request process before your first day of work.

This communication provides information about certain Bank of America benefits. Receipt of this document does not automatically entitle you to benefits offered by Bank of America. Every effort has been made to ensure the accuracy of this communication. However, if there are discrepancies between this communication and the official plan documents, the plan documents will always govern. Bank of America retains the discretion to interpret the terms or language used in any of its communications according to the provisions contained in the plan documents. Bank of America also reserves the right to amend or terminate any benefit plan in its sole discretion at any time for any reason.

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