Operations Performance Manager II - Retail Fraud Services

Bank of America•Newark, NJ

3d•$119,600 - $180,700•Onsite

About The Position

The Operations Performance Manager II leads operational support across multiple locations or functions, including a process or workstream, and drives operational excellence across contact centers. The role manages and guides performance management for client-facing contact center associates, partners with senior management and business leaders, and translates strategy into operational deployments. It identifies performance improvement opportunities, analyzes root causes, scopes and implements solutions, and assesses their impact. Solutions may include process improvement or integration, leadership development, skill development, and training. The role also oversees control reporting and addresses risk issues through balanced decisions across people, process, and technology. It requires thorough knowledge of the relevant department or business unit’s functional area or products. The position is based at one of the listed Bank of America locations in Hunt Valley, Maryland; Las Vegas, Nevada; or Richmond, Virginia. Bank of America describes its culture as in-office, with role-specific flexibility. The role is first shift and is scheduled for 40 hours per week. The stated annual pay range is $119,600 to $180,700, with offers based on experience, education, and skill set. The role is eligible for a discretionary annual incentive plan and benefits.

Requirements

At least 2 years of experience specific to fraud-handling processes for the listed products.
Robust knowledge of fraud and claims processes for Check, Digital, Credit, Debit, Wires, and Zelle/P2P.
Ability to work in a fast-paced environment with competing priorities.
Advanced Excel proficiency, including Pivot Tables and VLOOKUP, and PowerPoint proficiency, including creating executive presentations.
Ability to analyze data and trends to support performance enablement.
Strong interpersonal and relationship-building and management skills.
Ability to balance multiple needs, requests, and goals.
Outstanding verbal and written communication and presentation skills.
Ability to effectively coach team managers, gain followership through influence, and drive positive results.
High school diploma, GED, secondary school qualification, or equivalent.

Nice To Haves

Project management experience.
Small Business experience.
Comfort working with ambiguity and rapidly changing priorities.
Experience in Change Management, HR, Finance, Communications, Business Controls, or Operations.
Ability to effectively interact with all levels of management.
Previous experience managing in a contact center environment.
SharePoint and/or Discovery design experience.
Working knowledge of UCRA, CAST, and other change management tools.

Responsibilities

Use data, analysis, and reporting proactively to identify performance trends and opportunities.
Lead operational support across multiple locations or functions, including a process or workstream.
Manage and guide performance management for client-facing contact center associates.
Partner with senior management, business leaders, SMEs, vendors, and performance execution teams to identify and drive improvement and meet or exceed operating goals.
Evaluate current methods and develop strategies linked to organizational and business goals.
Identify improvement opportunities, analyze root causes, propose and scope solutions, implement them, and assess their impact.
Maintain rigorous reporting and inspection routines to support consistent operational execution.
Monitor process controls and compliance reporting, interpret results, develop remediation plans, and partner with SL and BSMs to execute them.
Champion and introduce performance and operating strategies.
Create, author, and maintain operating playbooks to support consistent and compliant performance execution.
Lead key initiatives and translate strategy into real-time operational deployments.
Proactively identify and respond to risk issues, balancing decisions across people, process, and technology.
Coach team managers, build followership through influence, and drive positive results.