Business Exec Ops - Consumer & Small Business Client Services Business Banking

Bank of America•Utica, NY

1d•$169,000 - $300,000•Onsite

About The Position

This job is responsible for managing multiple operations segments or divisions for a site, region, product line, or business group within the bank's internal operations. Key responsibilities include resolving broad operational issues, ensuring compliance with policies, and leading implementation of opportunities to improve process performance and operating efficiency. Job expectations include coordinating activities and processes with Lines of Business and other operations segments to set strategic direction and promote ideas, and managing two or more levels of managers. Business Banking Client Services delivers servicing, advice, and resolution capabilities for Small Business clients across voice, chat, digital, and emerging service channels. The organization is focused on providing seamless and differentiated client experience while supporting business growth, operational excellence, and digital adoption. Products serviced: Small Business Banking products and services. Key strategic initiatives include improving client satisfaction, accelerating digital engagement, increasing service efficiency, reducing transfers, optimizing channel performance, and enabling Responsible Growth. The Business Banking customer segment delivers and services: More than 5.6 million interactions with small business clients in 2025 Record-high client experience at 90.9% in 2025 Digital success rate was 14.5% in 2025 Assisted more than 300k small business clients through mobile and online chat Small Business clients are the most digitally-active client segment, at 92% Key responsibilities include driving operational excellence, managing business performance, overseeing financial planning and operational forecasting, and leading initiatives that improve client outcomes and servicing effectiveness. Job expectations include coordinating activities and processes across Product, Sales, Digital, Technology, Risk, and Operations partners to execute strategic priorities, improve operating efficiency, and lead multiple levels of managers.

Requirements

10+ years of relevant experience including deep experience leading large customer-focused operations
Proven large-scale transformation and innovation results
Exceptional leadership, communication, and influence capabilities
Business Operations Management
Critical Thinking
Decision Making
Process Management
Stakeholder Management
Customer and Client Focus
Fiscal Responsibility
Process Performance Measurement
Result Orientation
Risk Management
Business Analytics
Collaboration
Data Management
Inclusive Leadership
Oral Communications

Nice To Haves

Bachelor's degree in related field

Responsibilities

Oversees leadership development and execution to drive Operational Excellence
Manages the overall budget and expenses and performs reporting and forecasting for a segment or unit to achieve identified operational goals
Manages the development of procedures to enhance unit and/or product-related activities while overseeing budget and expense management, reporting, and forecasting for designated areas
Develops strategies to improve and grow current processes of a unit or product, leveraging data, metric, and key performance indicators to measure process effectiveness
Drives alignment of bank priorities and strategies to employee metrics and goals, evaluates employee progress, and provides interventions as needed to recognize, encourage, and improve team and business performance to support an inclusive work environment
Implements and enables an enhanced risk framework by establishing a proactive risk management culture
Breaks down barriers to create a more inclusive environment that supports company Great Place to Work goals.
Challenges end-to-end process efficiency and effectiveness, champion data driven decision-making and removes obstacles to optimize operations.
Contributes to enterprise strategy and influence messaging to connect team contributions to business purpose, results, and success.
Inspects and challenges risk controls, governance and culture to ensure the timely identification, escalation, debate and remediation of risk across the organization.
Coaches to sustain and elevates organizational performance while differentiating to ensure pay for performance.
Efficiently allocates and manages resources across the organization to drive short and long term profitability.
Inspects and manages the health of the bench to ensure succession for the organization, while supporting enterprise talent needs.
Mobilizes organizational resources to deliver the full range of the bank’s capabilities to meet client needs and to gain competitive advantage.