Senior Operations Manager - Enterprise Transaction Services

Bank of America•Dallas, TX

3d•Onsite

About The Position

At Bank of America, the Senior Operations Manager manages a unit within internal bank operations, such as a site, region, or product line. The role identifies, analyzes, and resolves highly complex problems; ensures compliance with policies; and develops and implements processes that improve operating efficiency and workflow accuracy. The manager oversees employee performance, development, and talent planning, along with the unit’s budget, expenses, reporting, and forecasting. This position is within Enterprise Transaction Services and involves leading high-volume operational work in a service-level-agreement-driven environment. The manager oversees end-to-end processes, staffing and capacity, operational performance, and compliance with bank and regulatory policies. The role partners with operations, risk, technology, and other stakeholders to address escalations, system issues, service disruptions, and control concerns, while implementing process changes and continuous improvements. The schedule is Monday through Friday, 8:00 a.m. to 5:00 p.m., with 40 hours per week. Bank of America describes an in-office culture, with flexibility based on role responsibilities and business needs. Internal employees currently working from home may apply, but selected candidates may be required to work onsite in accordance with the workplace excellence policy.

Requirements

At least 5 years of experience in Cash & Transportation Services, high-volume transaction processing, payment operations, or a related operational environment.
People management experience leading operational teams, preferably teams of 15 or more employees, in a high-volume, service-level-agreement-driven environment.
Strong analytical and problem-solving skills.
Experience leading and developing teams, including coaching and performance management.
Knowledge of operational risk, compliance, and process improvement.
Experience partnering with operations, risk, technology, and cross-functional partners to resolve operational escalations, system issues, service disruptions, and control concerns.
Ability to partner with stakeholders on process changes, implementations, and continuous improvement initiatives.
Proven ability to manage workflow, staffing, capacity, productivity, quality, and service-level agreement performance in a high-volume operational environment.
Ability to analyze operational performance metrics, including service levels, defects, productivity, quality, capacity, and financial results, to identify risks and drive corrective action.
Demonstrated ability to manage complex operational escalations using independent judgment, stakeholder coordination, and appropriate escalation.
Proven ability to lead teams through changing business volumes, operational priorities, and process or system changes.
Skills in business operations management, customer service management, performance management, process performance measurement, talent development, account management, client management, leadership development, process management, relationship building, hiring and onboarding, policies and procedures management, process design, risk management, and workforce analytics.

Responsibilities

Manage staffing levels and capacity, and prioritize employee development through coaching, training, and constructive feedback.
Oversee end-to-end processes and ensure decisions and operations adhere to bank and regulatory policies and procedures.
Develop and analyze procedures to enhance unit or product-related activities.
Oversee budget and expense management, reporting, and forecasting for designated areas.
Implement process improvements and identify data, metrics, and key performance indicators to measure effectiveness.
Align bank priorities and strategies with employee metrics and goals, evaluate employee progress, and recognize and improve team performance.
Lead and develop operational teams through coaching, feedback, performance management, and talent planning.
Manage workflow, staffing, capacity, productivity, quality, and service-level agreement performance.
Analyze operational performance, including service levels, defects, productivity, quality, capacity, and financial metrics, and take corrective action.
Coordinate with operations, risk, technology, and cross-functional partners to resolve escalations, system issues, service disruptions, and control concerns.
Lead teams through changing business volumes, operational priorities, and process or system changes.
Promote an inclusive team environment, communicate business priorities, identify and resolve potential risks, manage expenses, and support talent recruitment and development.