Business Exec Ops National Growth Performance Executive – 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!

This job is responsible for managing multiple operations segments or divisions for a site region product line or business group within the banks internal operations. Key responsibilities include resolving broad operational issues ensuring compliance with policies and leading implementation of opportunities to improve process performance and operating efficiency. Job expectations include coordinating activities and processes with Lines of Business and other operations segments to set strategic direction and promote ideas and managing two or more levels of managers.

The National Growth Performance Executive directs the performance strategy that advances solutionbased client engagement across Consumer and Small Business Client Services. The executive will assess performance data address skills and process gaps to enable consistent Digital First execution strengthen teammate capability and improve delivery of client offers. Through close partnership with leaders training partners and Business Control teams the role ensures teammates are equipped to elevate the client experience deepen relationships and drive Responsible Growth.

Responsibilities:

• Oversees leadership development and execution to drive Operational Excellence

• Manages the overall budget and expenses and performs reporting and forecasting for a segment or unit to achieve identified operational goals

• Manages the development of procedures to enhance unit and/or product-related activities while overseeing budget and expense management reporting and forecasting for designated areas

• Develops strategies to improve and grow current processes of a unit or product leveraging data metric and key performance indicators to measure process effectiveness

• Drives alignment of bank priorities and strategies to employee metrics and goals evaluates employee progress and provides interventions as needed to recognize encourage and improve team and business performance to support an inclusive work environment

• Implements and enables an enhanced risk framework by establishing a proactive risk management culture

Drive Growth Execution

• Ensure consistent adoption of growth practices across Client Services with a focus on client experience offer quality and relationship deepening

• Identify where execution breaks down across skills processes or tools and drive timely pragmatic fixes

• Strengthen solutionbased engagement that improves retention expansion and product adoption

DataDriven Performance and Action

• Lead teams that analyze growth performance call quality offer effectiveness and execution risks

• Translate insights into clear coaching priorities training enhancements and process improvements

• Recommend performance metrics and incentives that reinforce compliant clientcentric behaviors rather than volume

Build Frontline Capability

• Partner with training and readiness teams to strengthen consultative conversations needs assessment and offer matching

• Ensure managers are equipped to coach performance using data quality insights and observed behaviors

• Reinforce a culture of professionalism accountability continuous improvement and performance ownership

Optimize Digital First Delivery

• Improve call flows scripts and operational handoffs to support simpler smarter Digital First experiences

• Partner with process technology and transformation teams to streamline execution and reduce friction

• Leverage advanced tools (e.g. AIenabled insights quality monitoring offer analytics) to improve consistency and quality at scale

Responsible Growth and Risk Management

• Ensure offers are delivered compliantly transparently and aligned to Responsible Growth

• Monitor and mitigate risks related to disclosures eligibility data accuracy and thirdparty execution

• Align performance expectations and incentive principles with risk discipline and client outcomes

Enterprise Leadership and Connectivity

• Lead senior managers and develop a strong pipeline of future leaders

• Serve as the senior connector between Client Services Product Client Experience Transformation and Controls

• Communicate clearly with executives on performance trends risks priorities and recommended actions

How Success Is Measured

• Higherquality client conversations and stronger consultative engagement

• Improved offer acceptance relationship depth and client outcomes

• Consistent effective Digital First execution

• Reduced operational and compliance risk

• Managers and leaders who coach effectively using data and insights

Required Qualifications:

• 5 experience within client-facing operations

• Demonstrated success driving consistent adoption of growth practices across multiple teams/regions/managersespecially improving client experience offer quality relationship deepening and product adoption.

• Proven competency in change leadership continuous improvement and cross-functional program execution

• Strong track record leading teams that define manage and analyze KPIs and performance metrics including growth performance call quality offer effectiveness and execution riskand translating trends and insights into clear coaching priorities training enhancements and process improvements.

• Experience monitoring and mitigating risks tied to disclosures eligibility data accuracy third-party execution and documentation.

• Proven ability to align performance expectations and incentives with risk discipline and client-centric behaviors.

• Excellent communication skills: ability to brief executives on performance trends key risks priorities and recommended actions backed by data and a clear narrative.

Desired Qualifications:

• Bachelors degree

• Retail bank experience with exposure to deposit/credit offers consumer lending card small business or wealth servicing.

Skills:

• Large-scale operations

• Business operations management

• Critical thinking

• Decision making

• KPI management

• Process management

• Program management

• Vendor management

• Forecasting

• Client focus

• Fiscal responsibility

• Process performance measurement

• Result orientation

• Risk management

• Business analytics

• Collaboration

• Data management

• Analytics

• Inclusive leadership

• Oral communications

Shift:

Hours Per Week:

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