Operations Performance Manager - Credit Assistance

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 across multiple locations/site. Key responsibilities include influencing site leadership to achieve and exceed key operating metrics, ensure rigorous reporting & inspection routines resulting in consistent operational execution. Job expectations include leading key initiatives, translate strategy into real-time operational deployments and proactively identify/respond to risk issues, make balanced decisions across people, process and technology. Incumbent may have staffing responsibility and engaged in performance management activities.

Line of Business Job Description:
This role is responsible for leveraging deep Credit Assistance product and process expertise, coaching capabilities, and operational leadership to drive performance, consistency, and quality across the organization. Key responsibilities include influencing leaders and teams, identifying performance opportunities through data analysis, supporting the development of Operations Proficiency Coaches, and partnering with internal and external stakeholders to execute strategic business objectives. The role operates through influence rather than direct authority and requires strong collaboration across Credit Assistance leadership, Academy partners, Control functions, Call Delivery, and vendor organizations.

This role serves as a key leadership partner within Credit Assistance and provides guidance, coaching, and support to Operations Proficiency Coaches through a dotted-line relationship. The incumbent influences business outcomes through coaching, performance analysis, operational excellence initiatives, stakeholder partnerships, and vendor oversight. Success in this role requires the ability to build strong relationships, develop emerging leaders, drive consistency across teams, and effectively collaborate with business partners to advance organizational objectives.

The role may evolve to include direct people leadership responsibilities in the future based on business needs and organizational growth.

Responsibilities:

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

• Develops leaders through influence

• Balances multiple needs, requests and goals

• Works in a fast paced environment with several competing priorities

• Coaches and develops Operations Proficiency Coaches through influence, feedback, and best-practice sharing.

• Partners with Credit Assistance leadership to promote consistency, job quality, operational excellence, and performance improvement.

• Provides guidance and oversight to vendor partners in partnership with performance managers to support business objectives and service delivery expectations.

• Evaluates performance trends and effectiveness of coaching strategies to improve business results and teammate development.

• Drives key performance metrics through disciplined routines, performance analysis, coaching strategies, and operational inspections.

• Leads division-wide initiatives and cross-functional projects involving leaders, proficiency coaches, vendors, and individual contributors.

Required Qualifications 

• Must have current Credit Assistance experience

• Proven ability to achieve department goals through coaching, influence, and performance improvement initiatives.

• Demonstrated experience developing leaders, teammates, or coaching resources without requiring direct management authority.

• Experience analyzing performance metrics and translating insights into actionable business recommendations.

• Strong leadership, relationship-building, and stakeholder management skills.

• Experience partnering across multiple functions to drive consistency, operational excellence, and business results.

• Ability to influence outcomes across all levels of the organization.

• Experience working with external partners, vendors, or third-party organizations.

• Flexible to meet varying hours/days when necessary.

• Results-driven and metrics-focused.

• Strong written and verbal communication skills.

• Advanced knowledge of Microsoft applications including Excel, PowerPoint, Outlook, and related reporting tools.

• Demonstrated team player with the ability to work independently.

• Strong organizational and time management skills.

Desired Qualifications 

• Experience supporting or mentoring coaches, trainers, or emerging leaders.

• Experience partnering with vendor organizations and/or managing vendor relationships.

• Call center or operations leadership experience.

• College degree.

• Prior experience leading large-scale initiatives through influence in a matrixed environment.

• Previous supervisory experience.

Skills:

• Collaboration

• Customer and Client Focus

• Data Mining

• Performance Management

• Process Performance Measurement

• Decision Making

• Innovative Thinking

• Process Management

• Process Performance Management

• Written Communications

• Attention to Detail

• Coaching

• Customer Service Management

• Influence

• Recruiting

Internal employees who are currently working from home are still eligible to apply. However, if selected for the role, you may be required to work onsite in accordance with the workplace excellence policy.

Shift:

1st shift (United States of America)

Hours Per Week: 

40