Sr Operations Team Lead

Bank of America•Addison, IL

9d•Onsite

About The Position

The Sr Operations Team Lead supports Document Execution within Mortgage Default & Subservicing Oversight (MDSO), providing operational leadership across workflows for default mortgage documentation. Document Execution supports the generation of financial data and the signing and notarization of legal documents within default mortgage. The role oversees and coordinates work, supports timely execution against established deadlines, researches and resolves complex operational issues and exceptions, reinforces adherence to procedures and controls, guides employees, and coordinates with business partners to resolve operational dependencies. The position also supports procedure content validation and procedure updates, operational and regulatory change implementation, testing and remediation activities, audit and risk-related work, operational reporting, and continuous improvement. It requires current experience in Document Execution operations, familiarity with foundational operations and a specific product line, and the ability to manage priorities, coach employees, and escalate complex matters appropriately. The position may also include associate management responsibilities.

Requirements

Current experience in Document Execution 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 communicate complex operational matters effectively 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 legal-document execution processes.
Experience researching complex servicing, documentation, or operational exceptions.
Experience supporting operational process, procedure, workflow, or technology changes.
Experience supporting operational risk, control, audit/exam, or testing 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.
Skills in leadership development, performance management, process management, process performance management, talent development, account management, client management, customer service management, relationship building, business operations management, policies and procedures, and risk management.

Responsibilities

Provide operational oversight and coordinate Document Execution activities to support timely and accurate work completion against established deadlines.
Identify, research, analyze, and resolve complex operational issues and exceptions using Document Execution and default servicing knowledge.
Provide guidance and technical support to employees on complex or non-routine work, procedures, exceptions, and operational requirements.
Monitor workflow execution, priorities, 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.
Identify recurring operational issues and workflow gaps and support solutions to improve consistency, efficiency, and execution.
Support Procedure Content Validation, procedure reviews and updates, and implementation of operational or regulatory changes affecting Document Execution.
Support testing, validation, remediation, and implementation activities associated with process, workflow, or technology changes.
Coordinate with internal business partners to research and resolve documentation issues, operational dependencies, and complex exceptions.
Support audit, exam, risk, and control activities through operational research, documentation review, and issue follow-up.
Coach employees 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 standardize, simplify, automate, or improve operational workflows.
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 areas for process improvement and growth, and implement improvement opportunities.
Maintain internal, operational, and financial controls and work within the business unit’s risk appetite.
As applicable, create an inclusive team; promote process knowledge and data-driven decisions; communicate business context; identify, escalate, and resolve risks; coach and develop team members; manage expenses; recruit and develop talent; and deliver business outcomes through effective team management.