Sr Operations Team Lead

Bank of America•Addison, IL

About The Position

The Sr Operations Team Lead will support Foreclosure Referral Review (FRR) within Mortgage Default & Subservicing Oversight (MDSO), providing operational leadership across the foreclosure referral review process. Refer Loan to Foreclosure reviews the delinquent mortgage portfolio to determine whether state, investor, regulatory, and default servicing requirements have been met to allow initiation of foreclosure. FRR manually reviews the Foreclosure Referral Checklist, while the broader process includes management and remediation of foreclosure impediments. This role provides operational oversight and work coordination to support timely and accurate foreclosure referral reviews. It researches and resolves complex operational issues and exceptions, reinforces adherence to procedures and controls, guides employees, and coordinates with business partners to resolve referral impediments and operational dependencies. The position also supports procedure and process changes, risk and control activities, reporting, and opportunities to improve FRR workflows.

Requirements

Current experience in Foreclosure Referral Review (FRR) 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.

Nice To Haves

Knowledge of default mortgage servicing and foreclosure referral requirements, including referral review and impediment management processes.
Experience researching complex servicing, foreclosure referral, impediment, 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 additional 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.

Responsibilities

Provide operational oversight and coordinate FRR activities to support timely and accurate foreclosure referral reviews.
Identify, research, analyze, and resolve complex operational issues and exceptions involving referral eligibility, servicing history, foreclosure impediments, and process execution.
Provide guidance and technical support to employees on complex or non-routine work, procedures, referral checklist requirements, impediments, exceptions, and operational requirements.
Monitor workflow execution, priorities, aging, and escalations; identify matters requiring intervention and coordinate appropriate 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 identification, placement, removal, and remediation of foreclosure impediments consistent with established procedures and requirements.
Identify recurring operational issues, referral impediments, and workflow gaps and support solutions to improve consistency, efficiency, and execution.
Support Procedure Content Validation, procedure reviews and updates, and implementation of operational, investor, or regulatory changes affecting FRR.
Support testing, validation, remediation, and implementation activities associated with process, workflow, or technology changes.
Coordinate with internal business partners to research and resolve referral issues, operational dependencies, and complex exceptions.
Support audit, exam, risk, and control activities through operational research, documentation review, and issue follow-up.
Provide coaching and knowledge sharing 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 standardize, simplify, automate, or improve FRR workflows, impediment governance, and exception monitoring.
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 work within the business unit's risk appetite.
When managing associates, foster an inclusive team; promote process knowledge, data-driven decisions, and continuous improvement; communicate clearly; identify and resolve risks; coach and develop team members; manage expenses; recruit and develop talent; and deliver business outcomes through effective team management.