Business Exec Ops - Financial Center Inbound Calling Executive

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 managing multiple operations segments or divisions for a site, region, product line, or business group within the bank's internal operations. Key responsibilities include resolving broad operational issues, ensuring compliance with policies, and leading implementation of opportunities to improve process performance and operating efficiency. Job expectations include coordinating activities and processes with Lines of Business and other operations segments to set strategic direction and promote ideas, and managing two or more levels of managers.

LOB Specific Description:

The Financial Center Inbound Calling Executive is accountable for the end-to-end execution of the Inbound Calling Program, translating strategy into execution. This role drives responsible growth through enabling consistent adoption of process, day-to-day support and coaching of the front-line, and delivery of critical reporting to deliver outcomes for clients. They will partner closely with cross-organizational stakeholders to implement and sustain growth initiatives and associate readiness activities.

Responsibilities:

• Oversees leadership development and execution to drive Operational Excellence

• Manages the overall budget and expenses and performs reporting and forecasting for a segment or unit to achieve identified operational goals

• Manages the development of procedures to enhance unit and/or product-related activities while overseeing budget and expense management, reporting, and forecasting for designated areas

• Develops strategies to improve and grow current processes of a unit or product, leveraging data, metric, and key performance indicators to measure process effectiveness

• Drives alignment of bank priorities and strategies to employee metrics and goals, evaluates employee progress, and provides interventions as needed to recognize, encourage, and improve team and business performance to support an inclusive work environment

• Implements and enables an enhanced risk framework by establishing a proactive risk management culture

LOB Specific Responsibilities:

The Financial Center Inbound Calling Executive is responsible to manage all execution elements of the Financial Center Inbound Calling program, including but not limited to:

• Analyzes data and performance trends, translating insights into effective and measurable targeted improvement plans and market‑specific strategies

• Manages national execution of the Inbound Calling proficiency plan and coaches, continuously measuring results and refining the model to maximize ramp to proficiency and outcomes

• Supports the development of continuing education and field coaching approaches that drive consistent execution and reduce variability

• Serves as a trusted partner to Performance Management leaders across Consumer Banking and Specialized Consumer Client Solutions

• Consistently evaluates processes, reporting, routines and execution to identify opportunities to improve efficiency, effectiveness, and service to associates and clients

• Provides clear, timely communication and executive‑ready updates on progress, outcomes, and risks

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: Breaks down barriers to create a more inclusive environment that supports company Great Place to Work goals.

• Manager of Process & Data: Challenges end-to-end process efficiency and effectiveness, champion data driven decision-making and removes obstacles to optimize operations.

• Enterprise Advocate & Communicator: Contributes to enterprise strategy and influence messaging to connect team contributions to business purpose, results, and success.

• Risk Manager: Inspects and challenges risk controls, governance and culture to ensure the timely identification, escalation, debate and remediation of risk across the organization.

• People Manager & Coach: Coaches to sustain and elevates organizational performance while differentiating to ensure pay for performance.

• Financial Steward: Efficiently allocates and manages resources across the organization to drive short and long term profitability.

• Enterprise Talent Leader: Inspects and manages the health of the bench to ensure succession for the organization, while supporting enterprise talent needs.

• Driver of Business Outcomes: Mobilizes organizational resources to deliver the full range of the bank’s capabilities to meet client needs and to gain competitive advantage.

Required Qualifications:

• 10+ years management and leadership experience

• Sales management and/or performance management

• Project management, process design/improvement experience

• Deep understanding of the Financial Center operating environment and processes

• Strong executive‑level oral and written communication skills, including the ability to develop clear, concise, and actionable content

• Proven ability to lead complex, cross‑functional initiatives in a matrixed environment

• Experience developing data‑driven insights, business cases, and performance measurement strategies

• Strong analytical and organizational skills and strong attention to detail

• Demonstrated ability to develop and manage high performing teams including matrixed teams

Desired Qualifications:

• Financial center and/or call center management experience

Skills:

• Business Operations Management

• Critical Thinking

• Decision Making

• Process Management

• Stakeholder Management

• Customer and Client Focus

• Fiscal Responsibility

• Process Performance Measurement

• Result Orientation

• Risk Management

• Business Analytics

• Collaboration

• Data Management

• Inclusive Leadership

• Oral Communications

Shift:

1st shift (United States of America)

Hours Per Week: 

40