Senior Operations Team Lead - 3rd Shift

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.

Line of Business Job Description:

A second level position requiring the coordination of daily, weekly, and monthly workflow and oversite of first level operators.  This position oversees the personalization, insertion, and express mailer equipment for processing customer card packages for a world class card processor.  The position requires an individual who is production and quality focused and who is capable of working in a high volume and demanding continuous production environment.  The individual must be a self-starter, team player, organized, and results oriented with exceptional work habits. Physical stamina, flexibility in work schedule, and decision-making ability are also required.  Position requires compliance with all department policies and safety regulations.  This position will work under the direct supervision of the shift operations managers and site manager.   

This area is a high security work environment. Smocks and steel toed shoes are required to be worn at all times. Must be able to stand for long periods of times (up to 8 hours).

Schedule: 3rd Shift Sunday through Thursday 11:30pm to 8:00am

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

Required Qualifications:

• 2–3 years of operations experience with a proven ability to manage and execute multiple, often competing priorities while meeting deadlines and adhering to policies and standards.

• 2+ years of experience coaching associates to strengthen performance, develop skills, and support career growth.

• Experience setting strategy guidelines and contributing to both short-term and long‑term planning and execution.

• Ability to lead a small team by establishing strategy, managing deadlines, and effectively handling escalations.

• Ability to lead calls, meetings, and strategy sessions with small-sized audiences.

• Ability to decompose complex issues and drive timely, well‑informed decisions, using sound judgment on when to seek input and when to act independently.

• Strategic thinker and self‑starter who is organized, versatile, and capable of working with minimal oversight.

• Demonstrated ability to perform well under pressure and escalate issues appropriately to maintain timelines and minimize operational risks.

• Strong listening, verbal, and written communication skills with keen attention to detail.

• Exceptional time‑management and organizational skills.

• Eagerness to continuously improve, develop new skills, innovate, and adapt to evolving industry needs.

• Effective interpersonal skills with the ability to solicit and integrate input from others.

Desired Qualifications:

• Experience and knowledge of production environment (cards or mailing industry).

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

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:

3rd shift (United States of America)

Hours Per Week: 

40