Operations Performance Manager

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. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day.

One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. We’re devoted to being a diverse and inclusive workplace for everyone. We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being.

Bank of America believes both in the importance of working together and offering flexibility to our employees. We use a multi-faceted approach for flexibility, depending on the various roles in our organization.

Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference. Join us!

Job Description:
Responsible for driving out operational excellence across the contact center(s).  Influences & guides the performance of client facing contact center associates. Identifies strategies and solutions that are directly linked to organizational and business goals by establishing and maintaining partnerships with key business leaders, SMEs. Will identify opportunities for improvement, conduct analysis to determine root causes, propose solutions, scope out projects, implement solutions and assess impact. Solutions include process improvement or integration, leadership development, skill development and training. Oversees the execution of robust control reporting to monitor multiple facets of the operation. Requires a thorough knowledge of the department or business unit’s functional area or products.

Required Qualifications:

• 3+ years managing team(s) call center and / or operational organizations in a mission-critical environment
• Strong interpersonal and relationship building/managing skills
• Proven business and operations knowledge/experience
• Proactive & self-starter
• Ability to work in fast paced environment with competing priorities
• Strong Excel and PowerPoint skills
• Proactively leverage data, analysis and reporting to identify performance trends and enablement opportunities
• Strong leadership and communication skills, able to influence with impact across the organization.
• Outstanding communication and presentation skills (verbal and written) at the executive level
•  Ability to effectively coach team managers, gain followership through influence and drive positive results

Desired Qualifications:

• Retail and Preferred knowledge
• Client Care Contact center knowledge
• Experience in Change Management, HR, Finance, Communications, Business Controls or Operations
• Ability to effectively interact with all levels of management
• Project management

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Pay Transparency details

US - NV - Las Vegas - 1351 N Town Center Dr (NV1507)

Pay and benefits information

Pay range

$86,700.00 - $130,000.00 annualized salary, offers to be determined based on experience, education and skill set.

Discretionary incentive eligible

This role is eligible to participate in the annual discretionary plan. Employees are eligible for an annual discretionary award based on their overall individual performance results and behaviors, the performance and contributions of their line of business and/or group; and the overall success of the Company.

Benefits

This role is currently benefits eligible. We provide industry-leading benefits, access to paid time off, resources and support to our employees so they can make a genuine impact and contribute to the sustainable growth of our business and the communities we serve.