Sr Operations Team Lead

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 overseeing the Operations team and ensuring they meet deadlines, execute, and coordinate tasks. Key responsibilities include identifying, analyzing, and resolving complex problems, ensuring adherence to operations procedures, providing guidance to employees, handling exception requests, and referring more complex problems to a senior manager. Job expectations include having an understanding of foundational operations and familiarity in a specific product line.

Responsibilities:

• Resolves day-to-day problems and executes deliverables within the business unit
• 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
• Manages team workload and provides oversight and direction to team
• Evaluates efficiencies and identifies areas of improvement and growth to the overall process and implements process improvement opportunities
• Maintains internal, operational, and financial controls and works within risk appetite of the business unit

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: Creates an inclusive team where members are treated fairly and respectfully.
• 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.
• Financial Steward: Manages expenses and demonstrates an owner’s mindset.
• Enterprise Talent Leader: Recruits, on-boards and develops talent, and supports talent mobility for career growth.
• Driver of Business Outcomes: Delivers results through effective team management, structure, and routines.

LOB Job Description:

The Sr Operations Team Lead will support Foreclosure Referral Review (FRR) within Mortgage Default & Subservicing Oversight (MDSO), providing operational leadership across the foreclosure referral review process.

Refer Loan to Foreclosure reviews the delinquent mortgage portfolio to determine whether state, investor, regulatory, and default servicing requirements have been met to allow initiation of foreclosure. FRR completes the manual review of the Foreclosure Referral Checklist, and the broader process includes management and remediation of foreclosure impediments.

This role will provide operational oversight and work coordination, support timely and accurate foreclosure referral reviews, research and resolve complex operational issues and exceptions, reinforce adherence to procedures and controls, provide guidance to employees, and coordinate with business partners to resolve referral impediments and operational dependencies.

Key Responsibilities

• Provide operational oversight and coordination of FRR activities to support timely and accurate completion of foreclosure referral reviews.
• Identify, research, analyze, and resolve complex operational issues and exceptions involving referral eligibility, servicing history, foreclosure impediments, and process execution.
• Provide guidance and technical support to employees regarding complex or non-routine work, procedures, referral checklist requirements, impediments, exceptions, and operational requirements.
• Monitor workflow execution, priorities, aging, and escalations; identify matters requiring intervention and coordinate appropriate follow-up.
• Ensure adherence to established procedures, controls, documentation requirements, and operational execution standards.
• Review exception requests and determine appropriate operational handling within established authority, referring more complex matters to senior management as appropriate.
• Support identification, placement, removal, and remediation of foreclosure impediments consistent with established procedures and requirements.
• Identify recurring operational issues, referral impediments, and workflow gaps and support solutions designed to improve consistency, efficiency, and execution.
• Support Procedure Content Validation, procedure reviews, updates, and implementation of operational, investor, or regulatory changes affecting FRR.
• Support testing, validation, remediation, and implementation activities associated with process, workflow, or technology changes.
• Coordinate with internal business partners to research and resolve referral issues, operational dependencies, and complex exceptions.
• Support audit, exam, risk, and control-related activities through operational research, documentation review, and issue follow-up.
• Provide coaching and knowledge sharing to strengthen teammate proficiency, process understanding, and execution consistency.
• Support leadership with operational reporting, business routines, issue identification, and escalation of material operational or execution concerns.
• Identify opportunities to standardize, simplify, automate, or improve FRR workflows, impediment governance, and exception monitoring.

Required Qualifications

• Must have current experience in Foreclosure Referral Review (FRR) operations.
• Demonstrated experience identifying, researching, analyzing, and resolving complex operational issues and exceptions.
• Demonstrated ability to manage operational priorities, escalations, deadlines, and competing business needs.
• Demonstrated experience providing operational guidance, coaching, or technical support to employees.
• Experience working within established procedures, controls, and documentation requirements.
• Ability to identify issues requiring escalation and effectively communicate complex operational matters to leadership and business partners.
• Strong written and verbal communication skills.
• Demonstrated ability to collaborate across teams and business partners to coordinate work and resolve operational issues.

Desired Qualifications

• Knowledge of default mortgage servicing and foreclosure referral requirements, including referral review and impediment management processes.
• Experience researching complex servicing, foreclosure referral, impediment, or operational exceptions.
• Experience supporting operational process, procedure, workflow, or technology changes.
• Experience supporting operational risk, control, audit/exam, testing, remediation, or procedure-validation activities.
• Experience reviewing operational data or reporting to identify trends, exceptions, or issues requiring additional follow-up.
• Experience identifying opportunities to standardize, simplify, automate, or improve operational workflows.
• Demonstrated ability to work across functions to resolve complex operational issues and support process execution.

Skills:

• Leadership Development
• Performance Management
• Process Management
• Process Performance Management
• Talent Development
• Account Management
• Client Management
• Customer Service Management
• Relationship Building
• Business Operations Management
• Policies, Procedures, and Guidelines
• Risk Management

Shift:

1st shift (United States of America)

Hours Per Week: 

40