Sr Operations Manager

Bank of America•Jacksonville, FL

18d•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 is core to how we drive Responsible Growth. This includes our commitment to being an inclusive workplace, attracting and developing exceptional talent, supporting our teammates’ physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve. Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations. At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us! Job Description: This job is responsible for managing a unit for a site, region, or product line within the bank's internal operations. Key responsibilities include identifying, analyzing, and resolving highly complex problems, ensuring compliance with policies, and developing and implementing new processes to improve operating efficiency and ensure accuracy of workflow. Job expectations include managing employee performance, development, talent planning, and overseeing the budget, expenses, reporting, and forecasting. Responsibilities: Manages staffing levels and capacities, prioritizes employee development by providing effective coaching and training, and shares constructive feedback to drive Operational Excellence Oversees end-to-end processes and ensures adherence to bank and regulatory policy and procedures when making decisions that impact various operations and product lines Develops and analyzes procedures to enhance unit and/or product-related activities and oversees budget and expense management, reporting, and forecasting for designated areas Implements improvements to drive the growth to the overall processes and identifies data, metrics, and key performance indicators to measure process effectiveness Aligns bank priorities and strategies to employee metrics and goals, evaluates employee progress, and strives to recognize, encourage, and improve team performance to support an inclusive work environment Managerial Responsibilities: 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. Opportunity & Inclusion Champion: Creates an inclusive team where members are treated fairly and respectfully. Manager of Process & Data: Demonstrates and expects process knowledge, data driven decisions, simplicity and continuous improvement. Enterprise Advocate & Communicator: Delivers clear and concise messages that motivate, convey the “why” and connects contributions to business results. Risk Manager: Leads and encourages the identification, escalation and resolution of potential risks. People Manager & Coach: Knows and develops team members through coaching and feedback. Financial Steward: Manages expenses and demonstrates an owner’s mindset. Enterprise Talent Leader: Recruits, on-boards and develops talent, and supports talent mobility for career growth. Driver of Business Outcomes: Delivers results through effective team management, structure, and routines. Line of Business Description: Wealth Management Operations (WMO) provides end-to-end operational support that drives the client experience for Wealth Management advisory partners and their clients. Within WMO, the Cost Basis & Asset Transition Services team execute manual processes and monitor automated processes to accurately maintain and move account data and securities such as cost basis information and asset transfers for transactions including tax lot adjustments, cost basis corrections, corporate actions, ACATS transfers, non- ACATS transfers, and reclaims. Team Description: The Global TaxLot application receives account transactions, performs cost basis calculations and executes tax lot updates in the nightly batch process. The Cost Basis team is responsible for resolving tax lots that are not systematically updated by those transactions. These come in the form of tax lot failures for corporate action events, trades, transfers and reconciliation breaks. The team supports an SRP queue related to cost basis for corporate actions. Daily volumes fluctuate, requiring the manager to ensure associates are cross trained to handle multiple functions and can reallocate resources as needed. Additionally, each process requires quality control review which is performed within the team. A successful Sr Operations Manager on this team: Develops strategic workforce plans to anticipate future capacity needs and skill gaps; implements succession planning and leadership development programs; fosters a culture of ownership and accountability for resolving complex tax-related exceptions Owns governance for Cost Basis processes across multiple lines of business (Merrill, Consumer Investments, Retirement, Private Bank); ensures compliance with IRS regulations and tax reporting standards (e.g., 1099-B); influences enterprise policy and risk frameworks for exception handling and deceased account basis step-ups Leads enterprise-level procedure optimization and automation initiatives for exception resolution and tax lot adjustments; implements advanced forecasting models for volume and resource allocation; drives cost efficiency while maintaining compliance and accuracy Champions digital transformation and automation to reduce manual intervention in exception handling; establishes predictive metrics and advanced KPIs for exception resolution time, accuracy rates, and client satisfaction; leverages analytics to proactively identify risk and improvement opportunities Aligns enterprise tax compliance objectives with team goals; sets performance standards tied to regulatory accuracy and client experience; drives inclusion and engagement strategies across multiple operational units; mentor’s future leaders for specialized roles in tax reporting and regulatory operations Understands the process flow from end to end including the reasons for each step, the process controls, the risks within the process and the upstream/downstream impacts of their work based on an understanding the work impacts other operational units Strategic Managerial Responsibilities Enterprise Inclusion Leader: Sponsors enterprise-wide diversity and inclusion programs; mentor’s diverse talent for leadership roles and drives representation in critical operational functions Strategic Process Innovator: Leads adoption of advanced analytics, automation, and AI-driven tools; sets enterprise benchmarks for operational discipline and process excellence Executive-Level Influencer: Represents Cost Basis operations in senior leadership forums; articulates strategic impact of operational improvements on enterprise tax compliance and client trust Enterprise Risk Strategist: Oversees systemic risk mitigation strategies for tax reporting and regulatory compliance; chairs risk review committees and ensures robust escalation protocols Leadership Development Champion: Builds a scalable coaching culture; implements advanced engagement strategies to retain top talent and reduce attrition across multiple operational units Enterprise Financial Strategist: Drives cost optimization initiatives across multiple business units; influences investment decisions for technology and process enhancements Talent Strategy Architect: Designs enterprise talent pipelines for specialized roles in tax reporting and regulatory operations; partners with HR to create career pathways and mobility programs Enterprise Outcome Leader: Translates enterprise tax compliance objectives into actionable operational plans; establishes governance for performance reviews and accountability across multiple teams

Requirements

Talent Development
Hiring and Onboarding
Relationship Building
Customer Service Management
Performance Management
Numerical Reasoning

Nice To Haves

Training
Emotional Intelligence
Organizational Effectiveness
Relationship Building
Customer and Client Focus
Business Operations Management
Process Management
Process Performance Measurement
Risk Management
Policies, Procedures, and Guidelines Management
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, Procedures, and Guidelines Management
Process Design
Risk Management
Workforce Analytics

Responsibilities

Manages staffing levels and capacities, prioritizes employee development by providing effective coaching and training, and shares constructive feedback to drive Operational Excellence
Oversees end-to-end processes and ensures adherence to bank and regulatory policy and procedures when making decisions that impact various operations and product lines
Develops and analyzes procedures to enhance unit and/or product-related activities and oversees budget and expense management, reporting, and forecasting for designated areas
Implements improvements to drive the growth to the overall processes and identifies data, metrics, and key performance indicators to measure process effectiveness
Aligns bank priorities and strategies to employee metrics and goals, evaluates employee progress, and strives to recognize, encourage, and improve team performance to support an inclusive work environment

Benefits

This role is eligible to participate in the annual discretionary plan. Employees are eligible for an annual discretionary award based on their overall individual performance results and behaviors, the performance and contributions of their line of business and/or group; and the overall success of the Company.
This role is currently benefits eligible.
We provide industry-leading benefits, access to paid time off, resources and support to our employees so they can make a genuine impact and contribute to the sustainable growth of our business and the communities we serve.

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