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Business Operations Manager

1 month ago

Richmond, Virginia, United States Bank of America Full time
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. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day.

One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. We are devoted to being a diverse and inclusive workplace for everyone. We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being.

We believe both in the importance of working together and offering flexibility to our employees. We use a multi-faceted approach for flexibility, depending on the various roles in our organization.

This job is responsible for managing multiple operations segments or divisions for a site, region, product line, or business group within the bank's 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.

The executive would partner with stakeholders across the enterprise and Global Payment Operations (GPO) to build and maintain an agile comprehensive overdraft process for payments, monitoring, incident management, recovery and reporting that is integrated within the 22/5.5 and 24/7 payments operating models.

This role interfaces with product partners, credit, compliance and technology experts across all consumer and corporate segments to understand client experience and align to emerging payments and other market disruptors. Reports directly to the Global Payment Operations executive and ensures stable operations and continuously seeks methods and strategies to improve the performance, productivity, and efficiency of the organization.

The Payment Events, Overdraft, and SWIFT Message Exceptions COE serves three distinct functions within Global Payment Operations (GPO) that are critical to the success processing of payments.

Key Responsibilities:

  • Accountable for the end-to-end daily routines to ensure payments processing and reconciliation of payments sent to the Federal Reserve and the Clearing House
  • Manage monitoring across all visible payments/payment flows and proactively detect breakdowns
  • Proactively monitor and manage relevant updates pertaining to technology incidents impacting payment flows and applications across Global Payment Operations (GPO) and relevant partners and stakeholders
  • Support Site rotations, contingency tests, and dress rehearsals for implementation of various system upgrades
  • Oversee remediation of identified issues and escalate unresolved issues within SLA: 10x10x10: Acknowledge, Research, Escalate
  • Deliver clear and concise communications to GPO senior leadership and various business and technology partners, supported by weekly and monthly reporting data
  • Requires 24x7 governance and monitoring
  • Develop and improve operational systems, processes, and policies in support of organizational goals
  • Monitor adherence to rules, regulations and procedures across all payment types and lines of business. Ensures proper communication and compliance of company and regulatory policies affecting areas managed.
  • High monetary exposure and risk involving the processing of large dollar volumes and regulatory restrictions
  • Requires a working knowledge of managing in a global processing environment where decisions have significant impact affecting multiple and diverse operations and product lines
  • Highly visible position where decisions are driven by regulatory, risk requirements and with potential financial and reputation impact
  • Resolves broad operational issues and coordinates activities and processes across lines of business and operations segments
  • Cross line of business coordination and influence is critical to provide strategic direction and problem resolution
  • Responsible for budget/expense management, reporting and forecasting for areas managed
  • Contributes to the management of client, business, and vendor relationships and participates in client visits and conference calls
  • Demonstrates a strong understanding of the technology available to effectively support the needs of the processes and clients
  • Manages multiple priorities in fast-paced, high-volume environment
  • 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

Managerial Responsibilities:

  • Diversity & Inclusion Champion: Breaks down barriers to create a more inclusive environment that supports company D&I goals.
  • Manager of Process & Data: Challenges end-to-end process efficiency and effectiveness, champion data-driven decision-making and removes obstacles to optimize operations.
  • Enterprise Advocate & Communicator: Contributes to enterprise strategy and influence messaging to connect team contributions to business purpose, results, and success.
  • Risk Manager: Inspects and challenges risk controls, governance and culture to ensure the timely identification, escalation, debate and remediation of risk across the organization.
  • People Manager & Coach: Coaches to sustain and elevates organizational performance while differentiating to ensure pay for performance.
  • Financial Steward: Efficiently allocates and manages resources across the organization to drive short- and long-term profitability.
  • Enterprise Talent Leader: Inspects and manages the health of the bench to ensure succession for the organization, while supporting enterprise talent needs.
  • Driver of Business Outcomes: Mobilizes organizational resources to deliver the full range of the bank's capabilities to meet client needs and to gain competitive advantage.

Required Skills and Experience:

  • 10+ years experience overseeing leadership development and execution to drive Operational Excellence
  • 10+ years experience with payments processing and reconciliation, and event management
  • Demonstrated ability to present executive reporting and key business metrics
  • Project management experience
  • Ability to collaborate productively and proactively across senior leadership
  • Demonstrates a bias for action and a commitment to achieving sustainable results
  • Holds self and others accountable for high performance standards
  • Removes obstacles and proactively challenges processes in order to ensure work gets done easily and decisions made quickly
  • Makes timely and fact-based decisions
  • Demonstrates and encourages collaboration and teamwork within and beyond his/her team
  • Remains positive and focused during times of pressure, adversity, or change

Skills:

  • Business Operations Management
  • Critical Thinking
  • Decision Making
  • Process Management
  • Stakeholder Management
  • Customer and Client Focus
  • Fiscal Responsibility
  • Process Performance Measurement
  • Result Orientation
  • Risk Management
  • Business Analytics
  • Collaboration
  • Data Management
  • Inclusive Leadership
  • Oral Communications

Shift: 1st shift (United States of America)

Hours Per Week: 40