Consumer Lending Sr Operations Manager

About this role

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.

LOB Job Description: The Senior Operations Manager serves as the operational execution partner for Consumer Lending leadership, responsible for driving consistent adherence to regulatory, compliance, and operational risk requirements across an assigned region. This role translates national priorities, key risk indicators (KRIs), and operational initiatives into actionable field execution plans, while providing consultative support to Regional Executives, Lending Specialist Managers, and frontline associates. The Senior Operations Manager leverages data, analytics, and field feedback to identify risk, reduce variability, strengthen operational performance, and ensure sustainable execution excellence.

Core Responsibilities: • Serve as the primary operations advisor to Regional Executives and market leaders by analyzing operational performance, identifying risks and trends, and driving action plans that improve execution and control effectiveness. • Manage a portfolio of regulatory and compliance-related Key Risk Indicators (KRIs), ensuring ongoing monitoring, remediation, and sustained performance across assigned regions. • Lead operational governance routines, including executive business reviews, manager deep dives, and regional performance discussions, to drive accountability, reduce variability, and improve business outcomes. • Partner with National Operations, Controls, and business leaders to implement new initiatives, operational changes, and risk mitigation strategies, ensuring field readiness, adoption, and long-term sustainment. • Provide real-time operational consultation, coaching, and support to leaders and associates, serving as a trusted resource for operational aptitude, issue resolution, and risk management guidance. • Champion the voice of the field by gathering, analyzing, and escalating associate feedback to influence process improvements, enhance operational efficiency, and strengthen the client and employee experience. • Support performance management, control remediation, onboarding, and urgent risk-related escalations by partnering across leadership teams to ensure timely, consistent, and compliant execution.

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, opera

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