Operation Performance Manager II - Fraud Detection Operations

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 Summary:
This job is responsible for leading operational support across multiple locations/functions including a process/workstream. Key responsibilities include partnering with senior management, evaluating current methods, and developing strategies to achieve and exceed key operating metrics. Job expectations include leading key initiatives, translating strategy into real-time operational deployments, and proactively identifying/responding to risk issues, making balanced decisions across people, process and technology.

The Operations Performance Manager II within the Fraud Detection Operations will lead a team of a minimum 14 FTE of team of Coaches and Operations Support Leads by providing direction, coaching, accountability, and performance management to drive consistent, high quality results.

Responsibilities:

• Leverages data, analysis and reporting proactively to identify performance trend opportunities
• Demonstrates strong leadership and communication skills with the ability to influence with impact across the organization
• Ensures rigorous reporting and inspection routines resulting in consistent operational execution
• Partners with performance execution teams to achieve & exceed prescribed operating goal targets
• Maintains clear line of sight on process controls & compliance reporting, interprets results into actionable remediation plans and partnering with SL and BSMs to execute
• Champions and introduces new performance & operating strategies
• Creates, authors, and maintains operating “playbooks” in order to ensure consistent & compliant performance execution
• Lead a team of Coaches and OSLs by providing direction, coaching, accountability, and performance management to drive consistent, high quality results.
• Execute the Line of Business strategy by driving key initiatives, process enhancements, and procedural changes that address evolving business needs and improve operational performance.
• Analyze operational and performance data, identify trends, and develop insights and actionable recommendations that support continuous improvement across product lines.
• Manage competing business and administrative priorities to maximize productivity, reduce variability, and achieve high performance in a fast paced, high volume environment.
• Oversee inspections, evaluations, and performance reviews to ensure coaching effectiveness, behavioral consistency, and focus on the key actions that drive desired results.
• Develop, implement, and refine operational processes and procedures to enhance efficiency, accuracy, and timeliness of workflow across multiple product lines.
• Leverage deep operations expertise to make decisions that meaningfully impact customers, associates, and multiple interconnected product functions.
• Partner cross functionally to ensure strong governance, effective communication, and alignment between business operations, support teams, and leadership.

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:

• Minimum 2 years of leadership experience in Fraud Detection Operations, with demonstrated ability to manage processes, resolve complex issues, and ensure operational accuracy.
• Experience in driving team performance, setting and managing to performance expectations.
• Proficient in Microsoft Office tools (PowerPoint, Excel, Word) with the ability to create high quality reports, presentations, and analysis to support business decisions.
• Comprehensive knowledge of Client Protection regulations, compliance expectations, and internal policy requirements, ensuring adherence and risk mitigation across the operation.
• Broad operational experience across multiple Client Protection functions, with a strong understanding of end to end workflows and interdependencies.
• Exceptional written and verbal communication skills, with the ability to convey information clearly, influence stakeholders, and produce precise documentation.
• Strong attention to detail and excellent organizational skills, ensuring accuracy, consistency, and effective management of concurrent priorities.
• Proven problem solving capability, including the ability to frame complex issues, assess multiple solution paths, and develop structured action plans to drive resolution. 

Desired Qualifications:

• Bachelors Degree
  
  

Skills:

• Business Analytics
• Collaboration
• Continuous Improvement
• Customer and Client Focus
• Process Simplification
• Decision Making
• Executive Presence
• Inclusive Leadership
• Influence
• Innovative Thinking
• Attention to Detail
• Customer Service Management
• Performance Management
• Process Management
• Succession Planning

Shift:

1st shift (United States of America)

Hours Per Week: 

40