Operations Performance Manager (ATM Claims)

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.

Responsibilities:

• Leverages data, analysis and reporting to proactively identify performance trends and enablement opportunities

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

• Coaches team managers, effectively and gains followership through influence to drive positive results

• Develops leaders through influence

• Balances multiple needs, requests and goals

• Works in a fast paced environment with several competing priorities

Required Qualifications:

• Current Team Manager in ATM Fraud/BDR Claims

• Minimum 2 years current ATM claims experience

• Minimum 2 years operations management experience

• A thorough knowledge of enterprise product/channel or front/back-office operations

• Exceptional written and verbal communications skills sufficient to professional interact effectively with all levels of management

• Comfortable with multi-tasking and prioritization

• Able to work in an independently in a fast-paced environment, while working cohesively in a team setting

• Excellent time management skills; responsible for day-to-day resolution of complex problems, including research

• Ability to lead complex projects and continually utilize independent judgment

• Ability to engage with Clients as needed in response to cross channel escalations

• Must be a self-starter who demonstrates a high level of initiative with the ability to coordinate projects such as associate training, communication plans, process, and performance improvement efforts

• Ability to plan and facilitate meetings, prepare materials.

• Proficient Microsoft Office skills (PowerPoint and Excel) 

Desired Qualifications:

• 3+ years current ATM Fraud/BDR Claims Experience

• 3+ years operations management experience

• SharePoint experience

• Proven ability to coach and develop others

• Strong analytical skills and experience with data management and reporting

• Project experience

• Risk/Control 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