Operations Performance Manager II Client Services

Job Description:

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 leading operational support across multiple locations/functions including a process/workstream. Key responsibilities include partnering with senior management evaluating current methods and developing strategies to achieve and exceed key operating metrics. Job expectations include leading key initiatives translating strategy into real-time operational deployments and proactively identifying/responding to risk issues making balanced decisions across people process and technology.

Responsibilities:

• Leverages data analysis and reporting proactively to identify performance trend opportunities

• Demonstrates strong leadership and communication skills with the ability to influence with impact across the organization

• Ensures rigorous reporting and inspection routines resulting in consistent operational execution

• Partners with performance execution teams to achieve & exceed prescribed operating goal targets

• Maintains clear line of sight on process controls & compliance reporting interprets results into actionable remediation plans and partnering with SL and BSMs to execute

• Champions and introduces new performance & operating strategies

• Creates authors and maintains operating playbooks in order to ensure consistent & compliant performance execution

Required Qualifications:

• 2 years of Performance Management experience including handling processeswith Home Loan products (Main Bankruptcy Plus Business Partner Plus ULOC)

• Must have robust knowledge of Home Loans process and products

• Ability to work in fast paced environment with several competing priorities

• Advanced Excel (Pivot Table & V-Lookup) and PowerPoint proficiency (Creating executive presentation)

• Ability to analyze data and trends to support performance enablement

• Strong interpersonal and relationship building/managing skills

• Ability to balance multiple needs requests and goals

• Outstanding communication and presentation skills (verbal and written)

• Ability to effectively coach team managers gain followership through influence and drive positive results

• Must have robust knowledge of queue management and WFM processes

• Must have robust knowledge of Client Services Scorecards

Desired Qualifications:

• Project Management

• Comfortable working with ambiguity and rapidly changing priorities

• Experience in Change Management HR Finance Communications Business Controls or Operations

• Ability to effectively interact with all levels of management

• Previous experience managing in a contact center environment

• SharePoint and/or Discovery design

• Working knowledge of UCRA CAST and other change management tools

Skills:

• Business Analytics

• Collaboration

• Continuous Improvement

• Customer and Client Focus

• Process Simplification

• Decision Making

• Executive Presence

• Inclusive Leadership

• Influence

• Innovative Thinking

• Attention to Detail

• Customer Service Management

• Performance Management

• Process Management

• Succession Planning

Shift:

Hours Per Week:

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