Head of Operations Management

2 weeks ago


Rio Rancho, New Mexico, United States Bank of America Full time
Job Overview:

At Bank of America, our mission is to enhance financial well-being through meaningful connections. We are committed to Responsible Growth, which defines our approach to serving clients, colleagues, communities, and shareholders daily.

Central to our Responsible Growth strategy is our dedication to creating an inclusive and diverse workplace. We actively seek individuals from varied backgrounds and experiences, investing significantly in our employees and their families by providing competitive benefits that promote their physical, emotional, and financial health.

Bank of America values collaboration while also offering flexibility tailored to the diverse roles within our organization.

Joining Bank of America presents an opportunity for a fulfilling career where you can learn, grow, and make a significant impact, empowering you to drive change.

Position Summary:
This role entails overseeing one or more significant operational segments within the bank's internal operations. Key duties involve identifying, analyzing, and resolving intricate issues related to product lines, ensuring adherence to policies, and uncovering opportunities to enhance process performance and operational efficiency. Responsibilities include supervising daily employee activities, such as transaction execution.

Key Responsibilities:
  • Forecast and manage staffing requirements, prioritize employee development through effective coaching, and provide constructive feedback to foster Operational Excellence.
  • Utilize knowledge of comprehensive processes to ensure compliance with bank and regulatory policies when making impactful decisions.
  • Develop and assess procedures to improve unit and product-related activities, overseeing budget management, reporting, and forecasting for assigned areas.
  • Evaluate efficiencies, identify growth opportunities, and establish metrics and key performance indicators to measure process effectiveness.
  • Align bank priorities with employee metrics and goals, assess employee progress, and strive to recognize and enhance team performance to support an inclusive work environment.
  • Manage site operations effectively.
  • Oversee Business Continuity Planning and address live events.
  • Ensure operational controls are maintained (systems access, time sheets, leave of absence, etc.).
  • Monitor site performance and implement action plans, including inspection routines.
  • Oversee critical business processes and manage relationships with key external partners.
  • Identify client and employee pain points to enhance processes and drive performance improvements.
Required Qualifications:
  • Minimum of 3 years of supervisory experience.
  • Experience as a Site Leader.
  • Ability to influence stakeholders effectively.
  • Highly organized with the ability to manage competing priorities and deadlines.
  • Exceptional written and verbal communication skills.
  • Proficient in creating and executing process improvement initiatives.
  • Skilled in Microsoft Word, Excel, and PowerPoint.
Desired Qualifications:
  • Experience in Advanced Client Solutions.
  • Background in Contact Center and Sales.
  • Experience in a complex environment spanning multiple functions and geographies.
  • Bachelor's degree or 8-10 years of Operations experience.
Skills:
  • Business Operations Management.
  • Customer Service Management.
  • Performance Management.
  • Process Performance Measurement.
  • Talent Development.
  • Account Management.
  • Client Management.
  • Leadership Development.
  • Process Management.
  • Relationship Building.
  • Business Case Analysis.
  • Policies, Procedures, and Guidelines Management.
  • Process Design.
  • Risk Management.
  • Workforce Analytics.
Shift:
1st shift (United States of America)

Hours Per Week:
40

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