Operations Performance Manager

Bank of America•Newark, NJ

11h•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 driving operational support across multiple locations/site. Key responsibilities include influencing site leadership to achieve and exceed key operating metrics, ensure rigorous reporting & inspection routines resulting in consistent operational execution. Job expectations include leading key initiatives, translate strategy into real-time operational deployments and proactively identify/respond to risk issues, make balanced decisions across people, process and technology. Incumbent may have staffing responsibility and engaged in performance management activities. This role will support the Consumer and Small Business Claims organization in Client Protection and will be responsible for managing key administrative and business functions, including (but not limited to) support for executive routines, financial control/budgeting, staffing and personnel processes, associate onboarding, and executive communications. Other areas of focus may also include service quality, process improvement, and business continuity. In addition, this role will be expected to consult and partner with the Site Lead to respond to emerging needs and establish new ways of working.

Requirements

Minimum 2 years of operational management experience in Client Protection Claims Operations
Subject matter expert in ATM and or Debit Fraud Claims
Exceptional written and verbal communications skills sufficient to professional interact effectively with all levels of management
Comfortable with multi-tasking and prioritization
Able to work in an independently in a fast-paced environment, while working cohesively in a team setting
Excellent time management skills; responsible for day-to-day resolution of complex problems, including research
Ability to lead complex projects and continually utilize independent judgment
Must be a self-starter who demonstrates a high level of initiative with the ability to coordinate projects such as associate training, communication plans, process, and performance improvement efforts
Ability to plan and facilitate meetings, prepare materials.
Proficient Microsoft Office skills (PowerPoint and Excel)

Nice To Haves

Claims operations experience
SharePoint experience
Ability to coach and develop others
Strong analytical skills and experience with data management reporting
Reporting/Analysis experience
Project experience
Risk/Control experience

Responsibilities

Leverages data, analysis and reporting to proactively identify performance trends and enablement opportunities
Demonstrates strong leadership and communication skills, and influences with impact across the organization
Coaches team managers, effectively and gains followership through influence to drive positive results
Develops leaders through influence
Balances multiple needs, requests and goals
Works in a fast paced environment with several competing priorities
Provide oversight and/or support to administrative functions
Collaborate with Site Lead to evaluate current processes and develop strategies to implement changes and improvements
Strong leadership and communication skills, able to influence with impact across the organization
Create executive level presentations, synthesizing relevant data from various sources into cohesive, well-organized stories
Maintain clear line of sight on process controls & compliance reporting – interpret results into actionable remediation plans and partner with Site Lead and Team Managers to execute
Ensure rigorous reporting and inspection routines resulting in consistent operational execution