Operations Manager

Bank of America•Fort Worth, TX

12d•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! Unclaimed Property Operations is responsible for the management of eschetable property, execution of due diligence requirements, reporting and remitting escheatable property to the appropriate jurisdictions, and retaining all required documentation. The Fort Worth site serves as the physical vault and content storage location for safe deposit box contents removed from drilled and closed boxes. This role leads the Fort Worth Safe Box vault team and is accountable for the secure handling, inventory, storage, and disposition of safe box contents, ensuring customer reclamation or escheatment is completed in full compliance with regulatory, legal, and operational requirements. The manager directs daily production, drives performance against established quality and control metrics, and develops a team of associates and a team lead across a multi-state processing footprint.

Requirements

Proven people leadership experience in an operations, vault, cash services, or transaction processing environment
Demonstrated ability to manage production teams to quality, accuracy, and timeliness standards in a controlled, deadline driven environment
Strong risk management mindset with experience executing and evidencing operational controls
Sound judgment handling sensitive customer property and confidential information
Effective written and verbal communication skills with the ability to partner across Financial Centers, Technology, and support functions
Proficiency with Microsoft Office and comfort learning proprietary operating platforms
Ability to work on site four days per week and maintain the 7:00 a.m. to 3:30 p.m. schedule
High School Diploma / GED / Secondary School or equivalent

Nice To Haves

Experience with safe deposit box, unclaimed property, or escheatment processes
Familiarity with Tracker PRO, APECS, SA99, SBDOMS, or OneService
Experience supporting audits, regulatory exams, or process owner and control activities
Background in process improvement, automation adoption, or system testing and implementation

Responsibilities

Manage West Coast Financial Center content alignment, including safe box contents checked in, account closure, content letters, escheatment, maintenance, content storage, and reclamation
Oversee daily vault operations covering intake, validation, and secure custody of contents from drilled and closed boxes, along with preparation for reclamation, escheatment, or auction
Ensure accurate and timely execution of state escheatment activity, including alpha sort, quality assurance, due diligence letters, DOLC, and remittance of contents to state unclaimed property divisions
Monitor and manage team performance against key metrics such as maintenance review accuracy, physical security review, account maintenance accuracy, and reclamation quality thresholds
Partner with Financial Centers and drill partners to obtain missing documentation, resolve outstanding inquiries, and correct processing errors
Support Tracker PRO stabilization, defect identification, procedure updates, and post-deployment enhancements impacting Safe Box workflows
Maintain strong risk and control discipline, including regulatory scanning requirements, manager attestation, non-value destruction, and audit and exam readiness
Lead, coach, and develop associates, including onboarding, cross training across reclamation and DOLC functions, performance management, and succession planning
Manage staffing and capacity to volume forecasts, balancing two annual peak seasons and maintaining appropriate utilization levels
Drive site engagement, recognition, and a culture built on autonomy, accountability, and self sufficiency
Creates an inclusive team where members are treated fairly and respectfully.
Demonstrates and expects process knowledge, data driven decisions, simplicity and continuous improvement.
Delivers clear and concise messages that motivate, convey the “why” and connects contributions to business results.
Leads and encourages the identification, escalation and resolution of potential risks.
Knows and develops team members through coaching and feedback.
Manages expenses and demonstrates an owner’s mindset.
Recruits, on-boards and develops talent, and supports talent mobility for career growth.
Delivers results through effective team management, structure, and routines.