Business Exec Ops - National Growth Performance Executive – Client Services

Bank of America • Scranton, PA

6d • $165,000 - $261,900 • Onsite

About The Position

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! 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. The National Growth Performance Executive directs the performance strategy that advances solution‑based client engagement across Consumer and Small Business Client Services. The executive will assess performance data, address skills and process gaps to enable consistent Digital First execution, strengthen teammate capability and improve delivery of client offers. Through close partnership with leaders, training partners, and Business Control teams, the role ensures teammates are equipped to elevate the client experience, deepen relationships and drive Responsible Growth.

Requirements

• 5+ experience within client-facing operations
• Demonstrated success driving consistent adoption of growth practices across multiple teams/regions/managers—especially improving client experience, offer quality, relationship deepening, and product adoption.
• Proven competency in change leadership, continuous improvement, and cross-functional program execution
• Strong track record leading teams that define, manage, and analyze KPIs and performance metrics, including growth performance, call quality, offer effectiveness, and execution risk—and translating trends and insights into clear coaching priorities, training enhancements, and process improvements.
• Experience monitoring and mitigating risks tied to disclosures, eligibility, data accuracy, third-party execution, and documentation.
• Proven ability to align performance expectations and incentives with risk discipline and client-centric behaviors.
• Excellent communication skills: ability to brief executives on performance trends, key risks, priorities, and recommended actions, backed by data and a clear narrative.

Nice To Haves

• Bachelor’s degree
• Retail bank experience with exposure to deposit/credit offers, consumer lending, card, small business, or wealth servicing.

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
• Drive Growth Execution Ensure consistent adoption of growth practices across Client Services, with a focus on client experience, offer quality, and relationship deepening
• Identify where execution breaks down across skills, processes, or tools and drive timely, pragmatic fixes
• Strengthen solution‑based engagement that improves retention, expansion, and product adoption
• Data‑Driven Performance and Action Lead teams that analyze growth performance, call quality, offer effectiveness, and execution risks
• Translate insights into clear coaching priorities, training enhancements, and process improvements
• Recommend performance metrics and incentives that reinforce compliant, client-centric behaviors rather than volume
• Build Frontline Capability Partner with training and readiness teams to strengthen consultative conversations, needs assessment, and offer matching
• Ensure managers are equipped to coach performance using data, quality insights, and observed behaviors
• Reinforce a culture of professionalism, accountability, continuous improvement, and performance ownership
• Optimize Digital First Delivery Improve call flows, scripts, and operational handoffs to support simpler, smarter Digital First experiences
• Partner with process, technology, and transformation teams to streamline execution and reduce friction
• Leverage advanced tools (e.g. AI‑enabled insights, quality monitoring, offer analytics) to improve consistency and quality at scale
• Responsible Growth and Risk Management Ensure offers are delivered compliantly, transparently, and aligned to Responsible Growth
• Monitor and mitigate risks related to disclosures, eligibility, data accuracy, and third‑party execution
• Align performance expectations and incentive principles with risk discipline and client outcomes
• Enterprise Leadership and Connectivity Lead senior managers and develop a strong pipeline of future leaders
• Serve as the senior connector between Client Services, Product, Client Experience, Transformation, and Controls
• Communicate clearly with executives on performance trends, risks, priorities, and recommended actions

Benefits

• 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.
• 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.
• Bank of America is committed to help employees through the transition period when they’re displaced as a result of a workforce reduction, realignment or similar measure.

What This Job Offers

• Job Type: Full-time
• Career Level: Executive