Operations Support Lead III - Credit Assistance Operations

Bank of America•Tampa, FL

10d•Hybrid

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

1+ years of current Operations Support (OSL) Leadership experience within the Credit Assistance Operations Support Team
Must be highly proficient with MS Office Products (Outlook, Word, Excel, PowerPoint, and Copilot)
Strong interpersonal skills and executive presence with proven ability to influence key stakeholders, build/deepen relationships, have courageous conversations, and influence without direct authority
Ability to understand broader business objectives and connect day-to-day activities with larger organizational priorities and risk management goals
Ability to manage diverse workloads and prioritize competing priorities accordingly
Must be able to work independently (although part of a team) and demonstrate strong reasoning skills and good judgment
Ability to learn and adapt to new information, procedures, and technology platforms swiftly
Excellent attention to detail and organizational skills
Ability to be proactive and take initiative while anticipating future issues or challenges before they arise
Strong analytical and problem-solving skills, with proven ability to interpret data and translate insights into actionable business recommendations

Nice To Haves

Advanced PowerPoint, Excel, Copilot, and Outlook experience
Execution-oriented and results-focused self-starter able to work independently
Excellent written and oral communication skills at all levels (i.e. colleagues to senior management)
A pragmatic and flexible attitude towards problem solving and a consultative working style
Access and Identity Management
Critical Thinking
Problem Solving
Research
Technical Troubleshooting
Adaptability
Attention to Detail
Business Operations Management
Influence
Prioritization
Administrative Services
Business Acumen
Planning
Reporting
Written Communications

Responsibilities

Provides employees with the tools needed to assist clients while resolving toxic access scenarios (may include equipment, system access, skilling, etc.)
Remediates complex system issues escalated by Business Support Lead II's
Designs and maintains SharePoint, creating workflows to simplify processes
Assists operations with performance analysis to address outliers
Partners with technology and platform engineering to test system impacts of planned updates
Partners with the leadership team on a full range of initiatives, projects, and ad-hoc requests, including process improvement, project management, reporting, data analysis, and executive presentations
Expense management through device recovery, asset utilization, and equipment management
Work independently, multi–task, manage time wisely; handle confidential and sensitive material with highest degree of integrity
Maintain accuracy & thoroughness to monitor own work to ensure quality
Remediate complex system issues while analyzing trends, outliers, and data sets to translate findings into actionable recommendations
Supports communication, coordination, connectivity, and mentorship across the team
Site support including remediation, audit coordination, executive visit planning, workspace management, and onboarding logistics
Assist with process and procedure updates in line with business changes
Record retention and execution
Quickly and accurately condense robust and complex data from various sources into meaningful information to drive strategic change
Serves as a mentor and subject matter expert for Operations Support Leads, fostering knowledge sharing, capability development, and consistent execution of best practices