Operations Performance Manager

Bank of America•Tampa, FL

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 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!

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

Responsibilities

Driving operational support.
Influencing site leadership to achieve and exceed key operating metrics.
Ensuring rigorous reporting and inspection routines that drive consistent operational execution.
Proactively identifying and responding to risk issues and making balanced decisions across people, processes, and technology.
Overseeing 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.
Daily interaction with vendor partners and collaboration to develop and execute action plans that drive performance results across key metrics.
Managing day-to-day operations, hosting and/or attending listening sessions, performance overviews, and routine meetings with the vendor.
Leveraging data, analysis, and reporting to proactively identify performance trends and enablement opportunities.
Demonstrating strong leadership and communication skills, and influencing with impact across the organization.
Coaching leaders at all levels and gaining followership through influence to drive positive business results.
Working effectively in a fast-paced environment with multiple competing priorities.
Demonstrating and expecting process knowledge, data driven decisions, simplicity and continuous improvement.
Delivering clear and concise messages that motivate, convey the “why” and connects contributions to business results.
Leading and encouraging the identification, escalation and resolution of potential risks.
Knowing and developing team members through coaching and feedback.
Delivering results through effective team management, structure, and routines.