Operation Performance Manager II – Claims

Bank of America

. Lead a team of Operations Performance Managers and Operation Support Leads through direction, coaching, accountability, and performance management .

Posted 10/1/2026full-timeUnited StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong leadership in managing operations performance, with a focus on process enhancement, compliance with Client Protection regulations, and effective communication across teams. Proven ability to analyze data, make informed operational decisions, and drive high performance through coaching and accountability.

Highest-signal resume keywords

Leadership ExperienceClient Protection RegulationsOperational Process ManagementData AnalysisMicrosoft Office Proficiency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Process ManagementOperational AccuracyData AnalysisReport CreationPresentation DevelopmentClient Protection ComplianceWorkflow UnderstandingPerformance ManagementBudget ManagementProblem-Solving

Soft Skills

CoachingCommunicationAttention to DetailOrganizational SkillsTeam Collaboration

Tools & Technologies

Microsoft PowerPointMicrosoft ExcelMicrosoft Word

Industry Keywords

Client ProtectionCredit FraudSmall BusinessLarge CommercialOperational PerformanceRisk DisciplineGovernanceInclusionPerformance ReviewsTalent Assessment

About the role

Key responsibilities & impact

Lead a team of Operations Performance Managers and Operation Support Leads through direction, coaching, accountability, and performance management
Execute Line of Business strategy through key initiatives, process enhancements, and procedural changes
Analyze operational and performance data to identify trends and develop actionable recommendations
Manage competing business and administrative priorities to maximize productivity and achieve high performance
Oversee inspections, evaluations, and performance reviews
Develop, implement, and refine operational processes and procedures across multiple product lines
Make operational decisions impacting customers, associates, and interconnected product functions
Partner cross-functionally to ensure governance, communication, and alignment
Champion inclusion and model an inclusive environment
Communicate enterprise decisions, purpose, results, and team contributions
Ensure risk discipline, controls, and risk culture
Coach and provide feedback to improve performance
Manage expenses and budgets
Assess talent and build organizational bench strength
Prioritize, inspect, and delegate work to deliver business outcomes

Requirements

What you’ll need

4+ years of leadership experience in Client Protection Credit Fraud or Small Business Large Commercial
Demonstrated ability to manage processes, resolve complex issues, and ensure operational accuracy
Proficiency in Microsoft Office tools (PowerPoint, Excel, Word)
Ability to create high quality reports, presentations, and analysis
Comprehensive knowledge of Client Protection regulations, compliance expectations, and internal policy requirements
Broad operational experience across multiple Client Protection functions
Strong understanding of end-to-end workflows and interdependencies
Exceptional written and verbal communication skills
Strong attention to detail and excellent organizational skills
Proven problem-solving capability
Bachelor's degree listed as a desired qualification

Benefits

Comp & perks

Affordable, competitive and flexible benefits
Support for physical, emotional, and financial wellness
Opportunities to learn, grow, and make an impact
Inclusive workplace and career development opportunities