Group Operations Manager - Client Services

Bank of America • Scranton, PA

5d • 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! Job Description: This job is responsible for managing one or more major operations segments for a site, region, or product line within the bank's internal operations. Key responsibilities include identifying, analyzing, and resolving complex problems related to product lines, ensuring compliance with policies, and identifying opportunities to improve process performance and operating efficiency. Job expectations include supervising day-to-day activities of employees such as executing transactions. The Contact Center Capacity Planner is responsible for forecasting, modeling, and optimizing workforce capacity across internal teams and vendor partners. This role ensures the right staffing levels are in place to meet service goals, manages long- and short-term planning cycles, and provides analytical insights that drive operational and strategic decisions. The Capacity Planner partners closely with Operations, Finance, Talent Acquisition, Vendor and Workforce Management to deliver accurate hiring plans, optimize efficiency, and support enterprise initiatives.

Requirements

• 3+ years of Capacity Planning, Forecasting, Contact Center support or Business Support experience
• Intermediate/Advanced Microsoft Excel, PowerPoint, MS Access applications
• Strong analytics capabilities, experience working with and summarizing large data sets
• Ability to “tell the story” of the data
• Strong crisp presentation development capabilities and written and verbal communication skills
• Excellent time management skills; delivers strong results under tight deadlines
• Ability to work independently, draw meaningful conclusions and develop recommendations
• Motivated to work closely with other team members of varying levels of seniority, geographical areas and experience within a cross functional team

Nice To Haves

• Reporting/Analytics, Workforce Management, Financial Planning, or Project Management experience
• Skills: Business Operations Management
• Customer Service Management
• Performance Management
• Process Performance Measurement
• Talent Development
• Account Management
• Client Management
• Leadership Development
• Process Management
• Relationship Building
• Business Case Analysis
• Policies, Procedures, and Guidelines Management
• Process Design
• Risk Management
• Workforce Analytics

Responsibilities

• Forecasts and manages staffing levels and capacities, prioritizes employee development by providing effective coaching, and shares constructive feedback to drive Operational Excellence
• Applies knowledge of the 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
• 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, evaluates employee progress, and strives to recognize, encourage, and improve team performance to support an inclusive work environment
• Develops and maintain long‑term capacity plans that translate business strategies, financial targets, and performance goals into operational staffing requirements.
• Optimizes staffing against demand models to determine hiring needs, cross‑LOB resource sharing, and redeployment opportunities.
• Owns and maintains FTE forecasting and capacity models, ensuring accuracy through ongoing validation, reconciliation, and sensitivity testing.
• Monitors and analyzes workforce inputs including FTE, attrition, hiring performance, site locations, and vendor staffing.
• Forecasts shrinkage and incorporate impacts into capacity plans and performance outlooks.
• Develops new hire plans through execution, partnering with Talent Acquisition, Training, Operations, and vendors to ensure delivery against staffing plans.
• Monitors operational performance against staffing plans, service level targets, and business priorities.
• Identifies risks, trends, and opportunities; recommend recovery actions, performance sustainment strategies, and efficiency improvements.
• Evaluates business initiatives, estimate workload and metric impacts, and provide “what‑if” and ad hoc scenario analyses to support decision‑making.
• Supports cross‑functional projects with sizing, capacity impact assessments, and resource movement or savings opportunities.
• Provides executives and senior leaders with insights on performance, staffing outlooks, capacity risks, and resource trends and deliver clear, data‑driven recommendations and presentations.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed