Senior Operations Manager - Enterprise Transaction Services

Bank of America•Dallas, TX

About The Position

This role manages a unit for a site, region, or product line within the bank’s internal operations. It identifies, analyzes, and resolves highly complex problems; ensures compliance with policies; and develops and implements processes to improve operating efficiency and workflow accuracy. The position also oversees employee performance and development, talent planning, budgets, expenses, reporting, and forecasting. The role is scheduled Monday through Friday, 8:00 a.m. to 5:00 p.m., with a stated 40-hour workweek. Bank of America’s workplace approach emphasizes an in-office culture, though internal employees currently working from home may apply; selected candidates may be required to work onsite in accordance with the workplace excellence policy. The role manages staffing and capacity, coaches and develops employees, oversees end-to-end processes and policy adherence, and improves procedures and performance measurement. It partners with operations, risk, technology, and other stakeholders to address escalations, service disruptions, system issues, and control concerns. It may include associate-management responsibilities, including fostering inclusion, communicating business priorities, managing risk and expenses, developing talent, and delivering business outcomes through effective team management.

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, SLA-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 SLA performance in a high-volume operational environment.
Ability to analyze SLA, defect, productivity, quality, capacity, and financial metrics to identify risks and drive corrective action.
Demonstrated ability to manage complex operational escalations using independent judgment, effective 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, prioritize employee development through coaching and training, and provide constructive feedback to promote Operational Excellence.
Oversee end-to-end processes and ensure adherence to bank and regulatory policies and procedures when making decisions that affect operations and product lines.
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, encourage, and improve team performance.
Lead and develop operational teams through coaching and performance management.
Partner with operations, risk, technology, and cross-functional stakeholders to resolve escalations, system issues, service disruptions, and control concerns.
Manage workflow, staffing, capacity, productivity, quality, and service-level agreement performance in a high-volume environment.
Analyze operational performance metrics, identify risks, and drive corrective action.
Lead teams through changing business volumes, operational priorities, and process or system changes.
Recruit, onboard, and develop talent; support talent mobility and career growth, as applicable.
Identify, escalate, and resolve potential risks, and manage expenses while supporting business outcomes.