Operations Performance Manager II - Retail & Preferred na Ghr

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 is core to how we drive Responsible Growth. This includes our commitment to being an inclusive workplace, attracting and developing exceptional talent, supporting our teammates’ physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve.

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.

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 operational support across multiple locations/functions including a process/workstream. Key responsibilities include partnering with senior management, evaluating current methods, and developing strategies to achieve and exceed key operating metrics. Job expectations include leading key initiatives, translating strategy into real-time operational deployments, and proactively identifying/responding to risk issues, making balanced decisions across people, process and technology.

Responsibilities:

• Leverages data, analysis and reporting proactively to identify performance trend opportunities

• Demonstrates strong leadership and communication skills with the ability to influence with impact across the organization

• Ensures rigorous reporting and inspection routines resulting in consistent operational execution

• Partners with performance execution teams to achieve & exceed prescribed operating goal targets

• Maintains clear line of sight on process controls & compliance reporting, interprets results into actionable remediation plans and partnering with SL and BSMs to execute

• Champions and introduces new performance & operating strategies

• Creates, authors, and maintains operating “playbooks” in order to ensure consistent & compliant performance execution

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 management/supervisory experience

• 3+ years Call Center Experience

• Strong Consumer acumen

• Expertise in risk mitigation routines and Operational Excellence (OpEx)

• Can interpret performance results, find opportunities to drive success and hold others accountable to results

• Strong communication and presentation skills (both orally and in writing), with the ability to effectively interact, partner and influence leaders and employees at all levels of the organization

• Strong analytical and organizational skills; focus on attention to detail

• Comfortable with multi-tasking, prioritization and able to work in an independently in a fast-paced environment, while working cohesively in a team setting

• Ability to engage with Clients as needed in response to cross channel escalations

• Ability to deliver across a varied set of priorities, both planned and ad-hoc, and adapt within a dynamic and fast-paced environment

Desired Qualifications:

• Project Management experience

• Six Sigma/Lean practices and change management

Skills:

• Business Analytics

• Collaboration

• Continuous Improvement

• Customer and Client Focus

• Process Simplification

• Decision Making

• Executive Presence

• Inclusive Leadership

• Influence

• Innovative Thinking

• Attention to Detail

• Customer Service Management

• Performance Management

• Process Management

• Succession Planning

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Pay Transparency details

US - MD - Hunt Valley - 11333 MCCORMICK RD - HUNT VALLEY II (MD5032), US - NV - Las Vegas - 1351 N Town Center Dr (NV1507), US - NY - Utica - 5701 Horatio St - 5701 Horatio Arterial (NY7501), US - RI - Riverside - 3400 Pawtucket Ave - East Providence Call Center (RI1530)

Pay and benefits information

Pay range

$113,600.00 - $168,800.00 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. Candidatar-se agora