Sr Group Operations Manager

Bank of America•Tampa, FL

2d•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! Specialized Servicing and Fulfillment Operations (SSFO) is a dynamic organization committed to delivering best-in-class care for clients and internal partners. We specialize in situations that require a compassionate touch, high attention to detail, management of high risks, adjustments for unique product or situation combinations and education of internal partners. We respond rationally, but rapidly to an ever-evolving set of products, compliance requirements, and client needs. SSFO practices process excellence in every facet of our operation and is committed to creating a work environment that drives positive employee engagement and growth. The Specialized Servicing & Fulfillment Operations Team is seeking an experienced and motivated individual to join our high performing team as a Sr Group Operations Manager. This job is responsible for leading multiple major operations segment for a site, region, or product line within the bank's internal operations. Key responsibilities include identifying, analyzing, and resolving complex problems, ensuring compliance with policies, and identifying and implementing opportunities to improve process performance and operating efficiency. Job expectations include coordinating activities and processes across operations segments. Leads team to ensure resources are efficiently allocated and metrics are being met across multiple activities, including internal deposit Chat, deposit account closure and title changes, account validation and reference letters . Collaborates with multiple business partners regarding opportunities for changes to existing processes, as well as potential for onboarding new work. Understands end to end process for all functions performed by the team (Who does it come from, how do they get it to us, what do we do with it, what happens when we are done with our part…). Challenge and develop a team of seasoned leaders and associates to continually raise the bar and take ownership of the client experience.

Requirements

This position may also have responsibilities for managing associates.
At Bank of America, all managers at this level demonstrate the following responsibilities, in addition to those specific to the role, listed above.
Recent 3+ years of operations leadership experience
Demonstrated business acumen of consumer banking, preferred
Excellent influencing skills at all levels and the ability to develop and maintain good relationships with senior leadership, stakeholders and colleagues
Demonstrated expertise in establishing and maintaining rigorous management discipline routines, processes, etc.
Experience leading a broad team of resources who are responsible for diverse functions
Experience with the development of people resources; recruiting, hiring, and retaining
Customer Service Management
Regulatory Compliance
Risk Management
Stakeholder Management
Talent Development
Business Operations Management
Change Management
Customer and Client Focus
Decision Making
Relationship Building
Business Process Analysis
Career Path Design
Organizational Effectiveness
Strategic Thinking
Strategy Planning and Development

Nice To Haves

Demonstrated business acumen of consumer banking

Responsibilities

Oversees the forecasting and staffing levels and capacities, provides effective coaching, and shares constructive feedback to drive Operational Excellence
Leads and ensures teams adhere to bank and regulatory policy and procedures when making decisions that impact various operations and product lines
Provides strategic guidance to develop and analyze procedures to enhance unit and/or product-related activities while overseeing budget and expense management, reporting, and forecasting for designated areas
Evaluates efficiencies and identifies areas of improvement and growth to the overall process, identifying data, metrics, and key performance indicators to measure process effectiveness
Aligns bank priorities and strategies to employee metrics and goals and provides interventions as needed to recognize, encourage, and improve team performance to support an inclusive work environment
Models an inclusive environment for employees and clients, aligned to company Great Place to Work goals.
Demonstrates deep process knowledge, operational excellence and innovation through a focus on simplicity, data based decision making and continuous improvement.
Communicates enterprise decisions, purpose, and results, and connects to team strategy, priorities and contributions.
Ensures proper risk discipline, controls and culture are in place to identify, escalate and debate issues.
Provides inspection, coaching and feedback to motivate, differentiate and improve performance.
Actively manages expenses and budgets in alignment with objectives, making sound financial decisions.
Assesses talent and builds bench strength for roles across the organization.
Delivers results by effectively prioritizing, inspecting and appropriately delegating team work.