Group Operations Manager

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. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day.

Being a Great Place to Work and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates’ physical, emotional, and financial wellness through affordable, competitive and flexible benefits.

We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve.

Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs.

Internal employees who are currently working from home are still eligible to apply. However, if selected for the role, you may be required to work onsite in accordance with the workplace excellence policy.

At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

Job Description:
This job is responsible for managing one or more major operations segments for a site, region, or product line within the bank's internal operations. Key responsibilities include identifying, analyzing, and resolving complex problems related to product lines, ensuring compliance with policies, and identifying opportunities to improve process performance and operating efficiency. Job expectations include supervising day-to-day activities of employees such as executing transactions.

The following laws or regulations restrict or prohibit the hiring of individuals with certain specified criminal history for the position: FDIC, Safe Act/Loan Originators and FINRA.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

This job is responsible for leading a critical Operations Portfolio with National oversight & execution within the Home Loans Sales Channel. Key responsibilities include identifying, analyzing, and resolving complex problems, ensuring compliance with policies, and identifying and implementing opportunities to improve process performance and operating efficiency.

Key Responsibilities:

• Provides strategic guidance to develop and analyze procedures to enhance unit and/or product-related activities while overseeing budget and expense management, reporting, and forecasting for designated areas.
• Evaluates efficiencies and identifies areas of improvement and growth to the overall process, identifying data, metrics, and key performance indicators to measure process effectiveness.
• Aligns bank priorities and strategies to employee metrics and goals and provides interventions as needed to recognize, encourage, and improve team performance to support an inclusive work environment.
• Leads and ensures teams adhere to bank and regulatory policy and procedures when making decisions that impact various operations and product lines.

Responsibilities:

• Forecasts and manages staffing levels and capacities, prioritizes employee development by providing effective coaching, and shares constructive feedback to drive Operational Excellence
• Applies knowledge of the end-to-end processes and ensures adherence to bank and regulatory policy and procedures when making decisions that impact various operations and product lines
• Develops and analyzes procedures to enhance unit and/or product-related activities and oversees budget and expense management, reporting, and forecasting for designated areas
• Evaluates efficiencies and identifies areas of improvement and growth to the overall process, identifying data, metrics, and key performance indicators to measure process effectiveness
• Aligns bank priorities and strategies to employee metrics and goals, evaluates employee progress, and strives to recognize, encourage, and improve team performance to support an inclusive work environment

Managerial Responsibilities:
This position may also have responsibilities for managing associates. At Bank of America, all managers at this level demonstrate the following responsibilities, in addition to those specific to the role, listed above.

• Opportunity & Inclusion Champion: Models an inclusive environment for employees and clients, aligned to company Great Place to Work goals.
• Manager of Process & Data: Demonstrates deep process knowledge, operational excellence and innovation through a focus on simplicity, data based decision making and continuous improvement.
• Enterprise Advocate & Communicator: Communicates enterprise decisions, purpose, and results, and connects to team strategy, priorities and contributions.
• Risk Manager: Ensures proper risk discipline, controls and culture are in place to identify, escalate and debate issues.
• People Manager & Coach: Provides inspection, coaching and feedback to motivate, differentiate and improve performance.
• Financial Steward: Actively manages expenses and budgets in alignment with objectives, making sound financial decisions.
• Enterprise Talent Leader: Assesses talent and builds bench strength for roles across the organization.
• Driver of Business Outcomes: Delivers results by effectively prioritizing, inspecting and appropriately delegating team work.

Required Qualifications:

• 5+ years of home lending sales and/or fulfillment experience
• Experience using various systems including SalesForce, iOriginate, Nexidia, and iFulfill
• Experience with call recording systems
• Has managed client issues/escalations in a sales or fulfillment environment
• Experience working in a client facing role
• Data analysis leveraging advanced Excel and PowerPoint
• Knowledge of credit and product requirements
• Excellent written and verbal communication skills
• Adaptable and ability to shift priorities quickly
• Critical Thinking, Problem Solving, and Decision Making

Desired Qualifications:

• SharePoint, MS Office Suite, Access
• Six Sigma or Process Management Concept
• Risk Management Concepts
• Influence through collaboration
• Customer and Client Focus
• Emotional Intelligence
• Active Listening

Skills:

• Business Operations Management
• Customer Service Management
• Performance Management
• Process Performance Measurement
• Talent Development
• Account Management
• Client Management
• Leadership Development
• Process Management
• Relationship Buildin
• Change Management
• Customer and Client Focus
• Business Process Analysis
• Business Operations Management
• Organizational Effectiveness
• Strategic Thinking
• Strategy Planning and Development
• Regulatory Compliance
• Risk Management

Minimum Education Requirement: High School Diploma / GED / Secondary School or equivalent

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Pay Transparency details

US - CA - Laguna Niguel - 28202 CABOT RD - SOUTH ORANGE COUNTY RLC (CA6521), US - CA - Los Angeles - 888 W 7th ST - LOS ANGELES MAIN (CA9194), US - CA - San Francisco - 315 Montgomery St - 315 Montgomery (CA5704), US - CA - Westlake Village - 31303 Agoura Rd - 31303 Agoura Road (CA6917), US - MA - Boston - 100 Federal St - 100 Federal St Lp (MA5100)

Pay and benefits information

Pay range

$109,600.00 - $147,500.00 annualized salary, offers to be determined based on experience, education and skill set.

Discretionary incentive eligible

This role is eligible to participate in the annual discretionary plan. Employees are eligible for an annual discretionary award based on their overall individual performance results and behaviors, the performance and contributions of their line of business and/or group; and the overall success of the Company.

Benefits

This role is currently benefits eligible. We provide industry-leading benefits, access to paid time off, resources and support to our employees so they can make a genuine impact and contribute to the sustainable growth of our business and the communities we serve.