Operations Manager

Bank of America

. Lead a segment or small operations unit for a site, region, or product line within internal bank operations .

Posted 9/21/2026full-timeUnited StatesJuniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in operational leadership, process improvement, and performance coaching within banking operations. Proficient in analyzing data and metrics to enhance efficiency and ensure compliance with banking regulations.

Highest-signal resume keywords

Operational LeadershipProcess ImprovementPerformance CoachingKPI AnalysisCompliance Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

MS OfficeExcelPowerPointData AnalysisProcess ImprovementPerformance ReportingForecastingBudget ManagementQuality AssuranceCall Monitoring

Soft Skills

Time ManagementStrategic ThinkingEmpathyCollaborationCommunication

Industry Keywords

Banking RegulationsFinancial Industry ProductsInternal/External Client AdvocacyEmployee EngagementContinuous Improvement

About the role

Key responsibilities & impact

Lead a segment or small operations unit for a site, region, or product line within internal bank operations
Identify, analyze, and resolve complex problems
Ensure compliance with bank and regulatory policies and procedures
Develop and implement processes to improve operating efficiency and workflow accuracy
Oversee day-to-day employee activities, transactions, budgets, expenses, forecasting, and reporting
Forecast and manage staffing levels and capacities
Coach employees and provide constructive feedback to drive operational excellence
Analyze end-to-end processes and enhance unit or product-related activities
Evaluate efficiencies and identify process improvement and growth opportunities
Define data, metrics, and KPIs to measure process effectiveness
Align bank priorities and strategies with employee metrics and goals
Enable and empower 11+ employees through case management
Monitor team and individual performance using KPI analysis, observations, and other information
Identify performance patterns and coach individuals and teams to improve results
Sustain a process excellence culture and continuous improvement
Execute strategic plans for client care, efficiency, employee engagement, and growth
Balance risks and rewards while maintaining control discipline
Maintain current knowledge of markets, technology, employee engagement practices, and skills
Create an inclusive team, manage process and data, communicate enterprise priorities, manage risks, coach people, manage expenses, develop talent, and deliver business outcomes

Requirements

What you’ll need

1+ years of experience as Manager, Assistant Manager or Proficiency Coach in a contact center or relevant work experience
Advanced/Expert MS Office skills, especially Excel and PowerPoint
Extremely organized with excellent time management skills and ability to manage and prioritize competing priorities
Ability to think strategically across the organization to identify opportunities to improve overall performance efficiency
Commitment to advocate for internal/external clients to meet and exceed expectations
Commitment to advocate for employees in support of Bank of America's goal to be a Great Place to Work
Ability to analyze performance reports at individual and team levels to diagnose performance patterns
Proficient to expert performance coaching skills
Ability to demonstrate empathy
Ability to build and maintain internal and external relationships
Collaborative verbal and written communication skills
Desire to learn and remain current with process changes and software updates
Thorough knowledge of financial industry products and services, general banking policies, and banking regulations
Familiarity with Quality Assurance routines (desired)
Familiarity with call monitoring and calibration routines (desired)
Familiarity with legal documents including Powers of Attorney, Trusts, OFAC, Representative Payee appointments, and VA Custodian (desired)

Benefits

Comp & perks

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