Operations Performance Manager

Bank of America•Newark, NJ

14h•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. Key responsibilities include influencing site leadership to achieve and exceed key operating metrics, while ensuring rigorous reporting and inspection routines that drive consistent operational execution. Job expectations include proactively identifying and responding to risk issues and making balanced decisions across people, processes, and technology.

Requirements

Minimum of 6-12 months of leadership/management experience
Minimum of 6-12 months of Credit Assistance call center experience
Must currently work in Credit Assistance
Ability to manage business needs and resources to meet business performance goals
Demonstrated understanding of operational risks and the ability to implement preventative and corrective actions.

Nice To Haves

Analytical Thinking
Collaboration
Customer and Client Focus
Performance and Process Management
Innovative Thinking
Written Communications
Attention to Detail
Coaching and Development

Responsibilities

Oversees the daily efforts of vendor teams to ensure productivity and quality goals are achieved, contract terms are met, and appropriate staffing levels and resources are maintained.
Manages day-to-day operations, hosting and/or attending listening sessions, performance overviews, and routine meetings with the vendor.
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 leaders at all levels and gains followership through influence to drive positive business results.
Works effectively in a fast-paced environment with multiple competing priorities.
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.
Delivers results through effective team management, structure, and routines.