Group Operations Manager- Centralized Fulfillment Operations

Bank of America•Plano, TX

2d•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 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! This job is responsible for leading multiple business enablement, support and strategic initiatives for Credit Fulfillment Operations. Key responsibilities include managing the following deliverables: Execution of Executive Routines for the Organization Project Management and Implementation of Strategic Initiatives Key Metric Reporting Organizational Communications Headcount Forecasting / Staffing Support Vendor Management Administration Employee Experience Employee Onboarding SPOC Complaints Management Procedures Administration QA Disputes

Requirements

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

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
Models an inclusive environment for employees and clients, aligned to company Great Place to Work goals.
Demonstrates deep process knowledge, operational excellence and innovation through a focus on simplicity, data based decision making and continuous improvement.
Communicates enterprise decisions, purpose, and results, and connects to team strategy, priorities and contributions.
Ensures proper risk discipline, controls and culture are in place to identify, escalate and debate issues.
Provides inspection, coaching and feedback to motivate, differentiate and improve performance.
Actively manages expenses and budgets in alignment with objectives, making sound financial decisions.
Assesses talent and builds bench strength for roles across the organization.
Delivers results by effectively prioritizing, inspecting and appropriately delegating team work.