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 leading multiple major operations segment for a site, region, or product line within the bank's internal operations. Key responsibilities include identifying, analyzing, and resolving complex problems, ensuring compliance with policies, and identifying and implementing opportunities to improve process performance and operating efficiency. Job expectations include coordinating activities and processes across operations segments. 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 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: Models an inclusive environment for employees and clients, aligned to company Great Place to Work goals. • Manager of Process & Data: Demonstrates deep process knowledge, operational excellence and innovation through a focus on simplicity, data based decision making and continuous improvement. • Enterprise Advocate & Communicator: Communicates enterprise decisions, purpose, and results, and connects to team strategy, priorities and contributions. • Risk Manager: Ensures proper risk discipline, controls and culture are in place to identify, escalate and debate issues. • People Manager & Coach: Provides inspection, coaching and feedback to motivate, differentiate and improve performance. • Financial Steward: Actively manages expenses and budgets in alignment with objectives, making sound financial decisions. • Enterprise Talent Leader: Assesses talent and builds bench strength for roles across the organization. • Driver of Business Outcomes: Delivers results by effectively prioritizing, inspecting and appropriately delegating team work. Required 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 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 Minimum Education Requirement: High School Diploma / GED / Secondary School or equivalent Shift: 1st shift (United States of America) Hours Per Week: 40

Requirements

Must-haves

At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!
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
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: Models an inclusive environment for employees and clients, aligned to company Great Place to Work goals.
Manager of Process & Data: Demonstrates deep process knowledge, operational excellence and innovation through a focus on simplicity, data based decision making and continuous improvement.
Enterprise Advocate & Communicator: Communicates enterprise decisions, purpose, and results, and connects to team strategy, priorities and contributions.
Risk Manager: Ensures proper risk discipline, controls and culture are in place to identify, escalate and debate issues.
People Manager & Coach: Provides inspection, coaching and feedback to motivate, differentiate and improve performance.
Financial Steward: Actively manages expenses and budgets in alignment with objectives, making sound financial decisions.
Enterprise Talent Leader: Assesses talent and builds bench strength for roles across the organization.
Driver of Business Outcomes: Delivers results by effectively prioritizing, inspecting and appropriately delegating team work.
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
Customer Service Management
Regulatory Compliance
Risk Management
Stakeholder Management
Talent Development

Nice-to-haves

None flagged.

Application prep

Use the role’s language and application details while tailoring your materials.

Platform: workday
Effort: long

Benefits

Benefits detected in the listing.

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