Sr Operations Manager - Enterprise Transaction Services

Bank of America•Dallas, TX

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 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. Line of Business Description: The Senior Operations Manager is responsible for the development of new and the enhancement of existing technologies, processes, and strategies within the ETS (Enterprise Transaction Services) Quality Operations organization. By developing close partnerships with the Quality Operations production team, partnering lines of business, reporting and analytics partners, technology teams etc., the Senior Operations Manager will prioritize and drive Quality Operations team’s transformation agenda. This agenda may include process improvement, QA Test Design, and/or transformative initiatives requiring funding. The Senior Operations Manager is highly involved in change management and accordingly must ensure adherence with enterprise change management standards are followed. Within this role, the Senior Operations Manager will manage direct reports who are involved in a range of initiatives and will be accountable to ensure that change items are researched, planned, and implemented appropriately. The Enterprise Transaction Services (ETS) QA Transformation team manages the Quality Operations testing portfolio by ensuring consistent practices, successful execution, and controlling the changes to the review plans utilized by Quality Operations. The Senior Operations Manager is responsible for direct management of a team that completes the activities, ensuring that the work is completed timely and accurately.

Requirements

Minimum 3 years Quality Testing, Risk, and/or Process Design experience
Minimum 1 year in a managerial role
Prior change management experience
Well-organized and able to manage competing priorities and deadlines
Strong communication, time management and organizational skills
Ability to manage complex project(s) simultaneously in a fast-paced, matrixed environment with strong attention to detail and accuracy
Strong problem-solving skills, excellent analytical and presentation skills; ability to synthesize complex data into actionable presentations / reports and communicate technical concepts to non-technical clients
Self-motivation, self-direction skills and the ability to manage multiple priorities without sacrificing quality or timelines
Advanced active listening skills, influencing and facilitation skills
High level of credibility with executives, various line managers and business partners; demonstrated ability to influence, negotiate, and drive to results
Proficient in Microsoft Office Applications (especially PowerPoint, Word and Excel)
Demonstrated PowerPoint presentation skills and ability to target messaging to different audiences
Excellent decision-making skills with an assertive and proactive communication style
Enthusiastic, energetic, determined and positive – especially under pressure
Ability to handle delivery and execution while doing analysis/assessment of solutions to drive business outcomes
Critical thinker and risk minded

Nice To Haves

Bachelor's Degree
Experience with the Integrated Quality Solutions (IQS) platform
Quality Assurance test design experience
Risk experience
Enterprise Independent Testing (EIT) Experience
Skills: 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
For internal employees; participation in a work from home posture does not make you ineligible to post, however, may require to meet the workplace excellence policy.

Responsibilities

Manages the performance of team members that conducts the changes and or creation of review plans.
Building strong partnerships and collaborating effectively with ETS Lines of Business and key other key partners.
Work closely with subject matter experts, and business partners to analyze the needs for quality assurance controls to their front-line processes, including the correct alignment of testing to Single Process Inventory metric alignment.
Deliver key messages to audiences at multiple levels across the organization ensuring communications are impactful, insightful, timely, error free, and concise.
Oversee the ETS portfolio of Enterprise Independent Testing (EIT) to assist with any needs that the front-line leaders have with their portfolio.
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