Senior Operations Manager - Enterprise Transaction Services

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!

• →5+ years of experience in Cash & Transportation Services, high-volume transaction processing, payment operations, or a related operational environment.
• →People management experience leading operational teams, preferably 15+ employees, in a high-volume, Service Level Agreement (SLA)-driven environment.
• →Strong analytical and problem-solving skills
• →Experience leading and developing teams, including coaching and performance management
• →Knowledge of operational risk, compliance, and process improvement
• →Experience partnering with operations, risk, technology, and cross-functional partners to resolve operational escalations, system issues, service disruptions, and control concerns.
• →Ability to partner with key stakeholders on process changes, implementations, and continuous improvement initiatives
• →Proven ability to manage workflow, staffing, capacity, productivity, quality, and SLA performance in a high-volume operational environment
• →Ability to analyze operational performance, including SLA, defects, productivity, quality, capacity, and financial metrics, to identify risks and drive corrective action.
• →Demonstrated ability to manage complex operational escalations using independent judgment, effective stakeholder coordination, and appropriate escalation.
• →Proven ability to lead teams through changing business volumes, operational priorities, and process or system changes