Operations Performance 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.

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 driving operational support. Key responsibilities include influencing site leadership to achieve and exceed key operating metrics, while ensuring rigorous reporting and inspection routines that drive consistent operational execution. Job expectations include proactively identifying and responding to risk issues and making balanced decisions across people, processes, and technology The Performance Manager oversees the daily efforts of vendor teams to ensure productivity and quality goals are achieved, contract terms are met, and appropriate staffing levels and resources are maintained. Responsibilities also include daily interaction with vendor partners and collaboration to develop and execute action plans that drive performance results across key metrics. This position interacts with internal bank partners as well. This role is responsible for managing day-to-day operations, hosting and/or attending listening sessions, performance overviews, and routine meetings with the vendor. The position requires travel to supplier locations, minimum 25% of the time.

Responsibilities: • Leverages data, analysis, and reporting to proactively identify performance trends and enablement opportunities

• Demonstrates strong leadership and communication skills, and influences with impact across the organization

• Coaches leaders at all levels and gains followership through influence to drive positive business results.

• Works effectively in a fast-paced environment with multiple competing priorities

Managerial Responsibilities: • Manager of Process & Data: Demonstrates and expects process knowledge, data driven decisions, simplicity and continuous improvement.

• Enterprise Advocate & Communicator: Delivers clear and concise messages that motivate, convey the “why” and connects contributions to business results.

• Risk Manager: Leads and encourages the identification, escalation and resolution of potential risks.

• People Manager & Coach: Knows and develops team members through coaching and feedback.

• Driver of Business Outcomes: Delivers results through effective team management, structure, and routines.

Required Qualifications: • Minimum of 6-12 months of leadership/management experience

• Minimum of 6-12 months of Credit Assistance call center experience

• Must currently work in Credit Assistance

• Ability to manage business needs and resources to meet business performance goals

• Demonstrated understanding of operational risks and the ability to implement preventative and corrective actions.

Skills: • Analytical Thinking

• Collaboration

• Customer and Client Focus

• Performance and Process Management

• Innovative Thinking

• Written Communications

• Attention to Detail

• Coaching and Development

Shift: 1st shift (United States of America)

Hours Per Week: 40

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