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Posted: 10/19/2026Operations Performance Manager II – Retail Fraud Services
Bank of AmericaCore Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in operational support and performance management within contact centers, with a strong focus on Fraud and Claims processes. Proficient in data analysis and reporting to drive operational excellence and improve performance metrics.
Highest-signal resume keywords
Fraud Handling Process ExperienceAdvanced Excel ProficiencyData Analysis and ReportingPerformance ManagementInterpersonal and Relationship-Building Skills
About the role
Key responsibilities & impact- Lead operational support across multiple locations and functions, including a process/workstream
- Partner with senior management and evaluate current methods
- Develop strategies to achieve and exceed key operating metrics
- Lead key initiatives and translate strategy into real-time operational deployments
- Identify and respond proactively to risk issues
- Drive operational excellence across contact centers
- Directly manage and guide performance management for client-facing contact center associates
- Establish partnerships with business leaders, SMEs, and vendors to drive performance improvement
- Identify improvement opportunities, analyze root causes, propose solutions, scope projects, implement solutions, and assess impact
- Oversee process improvement, integration, leadership development, skill development, and training solutions
- Oversee robust control reporting across multiple facets of the operation
- Leverage data, analysis, and reporting to identify performance trends
- Ensure reporting and inspection routines support consistent operational execution
- Partner with performance execution teams to achieve and exceed operating targets
- Maintain process controls and compliance reporting and execute remediation plans with SL and BSMs
- Champion new performance and operating strategies
- Create, author, and maintain operating playbooks for consistent and compliant performance execution
Requirements
What you’ll need- 2+ years of experience specific to Fraud handling process
- Robust knowledge of Fraud and Claims processes for Check, Digital, Credit, Debit, Wires, and Zelle/P2P products
- Ability to work in a fast-paced environment with several competing priorities
- Advanced Excel proficiency, including Pivot Tables and V-Lookup
- PowerPoint proficiency, including creating executive presentations
- Ability to analyze data and trends to support performance enablement
- Strong interpersonal and relationship-building/managing skills
- Ability to balance multiple needs, requests, and goals
- Outstanding verbal and written communication and presentation skills
- Ability to coach team managers, gain followership through influence, and drive positive results
- Minimum High School Diploma, GED, Secondary School, or equivalent
- First-shift availability
- Ability to work 40 hours per week
Benefits
Comp & perks- Annual discretionary incentive plan eligibility
- Benefits eligibility
- Paid time off
- Resources and support for employees
- Opportunities to learn, grow, and make an impact
- Inclusive workplace supporting physical, emotional, and financial wellness
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Fraud ProcessesClaims ProcessesData AnalysisPerformance MetricsProcess ImprovementOperational ExcellenceControl ReportingProject ScopingTraining SolutionsCompliance Reporting
Soft Skills
Outstanding Communication SkillsRelationship ManagementCoaching SkillsAbility to Balance Competing PrioritiesInfluencing Skills
Tools & Technologies
ExcelPowerPoint
Industry Keywords
Contact Center OperationsPerformance ImprovementRisk ManagementOperational DeploymentExecutive Presentations