Sr Operations Team Lead

Bank of America•Addison, IL

About The Position

At Bank of America, the Sr Operations Team Lead supports Manage Foreclosure Operations within Mortgage Default & Subservicing Oversight (MDSO). The role provides operational leadership and work coordination across foreclosure workflows from referral through foreclosure sale and redemption expiration. Manage Foreclosure oversees loan progression through key milestones, including first legal/reasonable diligence deadline calculation and senior lien sale oversight, while ensuring compliance with state, federal, regulatory, investor, and insurer requirements. The role supports timely progression through foreclosure milestones, researches and resolves complex operational issues and exceptions, reinforces adherence to procedures and controls, guides employees, and coordinates with business partners to resolve foreclosure impediments and operational dependencies. The position may also have associate-management responsibilities, including coaching and developing team members, supporting talent growth, managing expenses, communicating business outcomes, and encouraging risk identification and resolution.

Requirements

Current experience in foreclosure operations.
Demonstrated experience identifying, researching, analyzing, and resolving complex operational issues and exceptions.
Demonstrated ability to manage operational priorities, escalations, deadlines, and competing business needs.
Demonstrated experience providing operational guidance, coaching, or technical support to employees.
Experience working within established procedures, controls, and documentation requirements.
Ability to identify issues requiring escalation and effectively communicate complex operational matters to leadership and business partners.
Strong written and verbal communication skills.
Demonstrated ability to collaborate across teams and business partners to coordinate work and resolve operational issues.
Understanding of foundational operations and familiarity with a specific product line.

Nice To Haves

Knowledge of default mortgage servicing and foreclosure operations, including foreclosure milestones, holds, sale-readiness activities, and post-sale processes.
Experience researching complex foreclosure, servicing, milestone, sale, hold, or operational exceptions.
Experience supporting operational process, procedure, workflow, or technology changes.
Experience supporting operational risk, control, audit/exam, testing, remediation, or procedure-validation activities.
Experience reviewing operational data or reporting to identify trends, exceptions, or issues requiring follow-up.
Experience identifying opportunities to standardize, simplify, automate, or improve operational workflows.
Demonstrated ability to work across functions to resolve complex operational issues and support process execution.
Leadership Development
Performance Management
Process Management
Process Performance Management
Talent Development
Account Management
Client Management
Customer Service Management
Relationship Building
Business Operations Management
Policies, Procedures, and Guidelines
Risk Management

Responsibilities

Oversee and coordinate foreclosure activities to support timely and accurate progression of loans through milestones from referral through sale or redemption expiration.
Identify, research, analyze, and resolve complex operational issues and exceptions involving foreclosure milestones, holds, sale readiness, investor or insurer requirements, and process execution.
Provide guidance and technical support to employees on complex or non-routine foreclosure work, procedures, exceptions, milestones, holds, and operational requirements.
Monitor workflow execution, priorities, milestone aging, and escalations; identify matters requiring intervention and coordinate follow-up.
Ensure adherence to established procedures, controls, documentation requirements, and operational execution standards.
Review exception requests and determine appropriate operational handling within established authority; refer more complex matters to senior management as appropriate.
Support execution and oversight of sale-readiness activities and foreclosure protections in accordance with established procedures and requirements.
Monitor and help resolve foreclosure holds and impediments to promote accurate loan progression through required milestones.
Identify recurring operational issues, milestone delays, exceptions, and workflow gaps, and support solutions that improve consistency, efficiency, and execution.
Support Procedure Content Validation, procedure reviews and updates, and implementation of operational, investor, insurer, or regulatory changes affecting Foreclosure Operations.
Support testing, validation, remediation, and implementation related to process, workflow, or technology changes.
Coordinate with internal business partners to research and resolve foreclosure issues, operational dependencies, and complex exceptions.
Support audit, examination, risk, and control activities through operational research, documentation review, and issue follow-up.
Coach and share knowledge to strengthen teammate proficiency, process understanding, and execution consistency.
Support leadership with operational reporting, business routines, issue identification, and escalation of material operational or execution concerns.
Identify opportunities to improve milestone and aging visibility, standardize documentation and evidence retention, improve exception oversight, and reduce manual workflow dependencies.
Resolve day-to-day problems and execute deliverables within the business unit.
Apply end-to-end process knowledge and ensure adherence to bank and regulatory policies and procedures when making decisions affecting operations and product lines.
Manage team workload and provide oversight and direction to the team.
Evaluate efficiencies, identify process improvement and growth opportunities, and implement improvements.
Maintain internal, operational, and financial controls and operate within the business unit’s risk appetite.
As applicable, foster an inclusive team, promote process knowledge and data-driven decisions, communicate business context, manage risk, coach and develop people, manage expenses, recruit and develop talent, and deliver business outcomes through effective team management.