Operations Performance Manager II - ATM/Debit Fraud Claims

Bank of America•Kennesaw, GA

1d•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 Summary: This job is responsible for leading operational support across multiple locations/functions including a process/workstream. Key responsibilities include partnering with senior management, evaluating current methods, and developing strategies to achieve and exceed key operating metrics. Job expectations include leading key initiatives, translating strategy into real-time operational deployments, and proactively identifying/responding to risk issues, making balanced decisions across people, process and technology. ATM/Debit Fraud Claims, this role will lead a team of a minimum 14 FTE of Operations Performance Managers and Operations Support Leads by providing direction, coaching, accountability, and performance management to drive consistent, high quality results. Additionally, this role is a Site Leader delegate.

Requirements

Minimum 2 years of leadership experience in Client Protection Deposit Claims, with demonstrated ability to manage processes, resolve complex issues, and ensure operational accuracy.
Experience in driving team performance, setting and managing to performance expectations.
Proficient in Microsoft Office tools (PowerPoint, Excel, Word) with the ability to create high quality reports, presentations, and analysis to support business decisions.
Comprehensive knowledge of Client Protection regulations, compliance expectations, and internal policy requirements, ensuring adherence and risk mitigation across the operation.
Broad operational experience across multiple Client Protection functions, with a strong understanding of end to end workflows and interdependencies.
Exceptional written and verbal communication skills, with the ability to convey information clearly, influence stakeholders, and produce precise documentation.
Strong attention to detail and excellent organizational skills, ensuring accuracy, consistency, and effective management of concurrent priorities.
Proven problem solving capability, including the ability to frame complex issues, assess multiple solution paths, and develop structured action plans to drive resolution.

Nice To Haves

Bachelors Degree
Skills: Business Analytics
Collaboration
Continuous Improvement
Customer and Client Focus
Process Simplification
Decision Making
Executive Presence
Inclusive Leadership
Influence
Innovative Thinking
Attention to Detail
Customer Service Management
Performance Management
Process Management
Succession Planning

Responsibilities

Leverages data, analysis and reporting proactively to identify performance trend opportunities
Demonstrates strong leadership and communication skills with the ability to influence with impact across the organization
Ensures rigorous reporting and inspection routines resulting in consistent operational execution
Partners with performance execution teams to achieve & exceed prescribed operating goal targets
Maintains clear line of sight on process controls & compliance reporting, interprets results into actionable remediation plans and partnering with SL and BSMs to execute
Champions and introduces new performance & operating strategies
Creates, authors, and maintains operating “playbooks” in order to ensure consistent & compliant performance execution
Lead a team of a minimum 14 FTE of Operations Performance Managers and Operations Support Leads by providing direction, coaching, accountability, and performance management to drive consistent, high quality results.
Execute the Line of Business strategy by driving key initiatives, process enhancements, and procedural changes that address evolving business needs and improve operational performance.
Analyze operational and performance data, identify trends, and develop insights and actionable recommendations that support continuous improvement across product lines.
Manage competing business and administrative priorities to maximize productivity, reduce variability, and achieve high performance in a fast paced, high volume environment.
Oversee inspections, evaluations, and performance reviews to ensure coaching effectiveness, behavioral consistency, and focus on the key actions that drive desired results.
Develop, implement, and refine operational processes and procedures to enhance efficiency, accuracy, and timeliness of workflow across multiple product lines.
Leverage deep operations expertise to make decisions that meaningfully impact customers, associates, and multiple interconnected product functions.
Partner cross functionally to ensure strong governance, effective communication, and alignment between business operations, support teams, and leadership.