Operations Support Lead III - Credit Assistance Operations

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 supporting the business in meeting operational goals by performing a wide array of functions and assisting managers to ensure employees are ready to serve clients. Key responsibilities include creating, analyzing, and automating business reporting to identify risks and trends, administering bank or LOB programs/policies/procedures, remediating complex system issues, and provisioning employees with the tools necessary to assist clients. Job expectations include strong working knowledge of the business unit’s operations and keen risk management focus.

LOB Job Description:

The Operations Support Lead III serves as a senior operational support partner within the Operations Support team for Credit Assistance, driving the successful execution of business priorities, operational controls, and strategic initiatives. This role is responsible for project ownership, process optimization, reporting and analytics, risk mitigation, and stakeholder management. The Operations Support Lead III directly supports Operations Managers, Senior Group Operations Managers, Operations Performance Managers, on-site support, platform partners, and change leaders to ensure operational readiness and execution excellence.

Responsibilities:

• Provides employees with the tools needed to assist clients while resolving toxic access scenarios (may include equipment, system access, skilling, etc.)

• Remediates complex system issues escalated by Business Support Lead II's

• Designs and maintains SharePoint, creating workflows to simplify processes

• Assists operations with performance analysis to address outliers

• Partners with technology and platform engineering to test system impacts of planned updates

• Partners with the leadership team on a full range of initiatives, projects, and ad-hoc requests, including process improvement, project management, reporting, data analysis, and executive presentations

• Expense management through device recovery, asset utilization, and equipment management

• Work independently, multi–task, manage time wisely; handle confidential and sensitive material with highest degree of integrity

• Maintain accuracy & thoroughness to monitor own work to ensure quality

• Remediate complex system issues while analyzing trends, outliers, and data sets to translate findings into actionable recommendations

• Supports communication, coordination, connectivity, and mentorship across the team

• Site support including remediation, audit coordination, executive visit planning, workspace management, and onboarding logistics

• Assist with process and procedure updates in line with business changes

• Record retention and execution

• Quickly and accurately condense robust and complex data from various sources into meaningful information to drive strategic change

• Serves as a mentor and subject matter expert for Operations Support Leads, fostering knowledge sharing, capability development, and consistent execution of best practices

Required Qualifications:

• 1+ years of current Operations Support (OSL) Leadership experience within the Credit Assistance Operations Support Team

• Must be highly proficient with MS Office Products (Outlook, Word, Excel, PowerPoint, and Copilot)

• Strong interpersonal skills and executive presence with proven ability to influence key stakeholders, build/deepen relationships, have courageous conversations, and influence without direct authority

• Ability to understand broader business objectives and connect day-to-day activities with larger organizational priorities and risk management goals 

• Ability to manage diverse workloads and prioritize competing priorities accordingly

• Must be able to work independently (although part of a team) and demonstrate strong reasoning skills and good judgment

• Ability to learn and adapt to new information, procedures, and technology platforms swiftly

• Excellent attention to detail and organizational skills

• Ability to be proactive and take initiative while anticipating future issues or challenges before they arise

• Strong analytical and problem-solving skills, with proven ability to interpret data and translate insights into actionable business recommendations

Desired Qualifications:

• Advanced PowerPoint, Excel, Copilot, and Outlook experience

• Execution-oriented and results-focused self-starter able to work independently

• Excellent written and oral communication skills at all levels (i.e. colleagues to senior management)

• A pragmatic and flexible attitude towards problem solving and a consultative working style

Skills:

• Access and Identity Management

• Critical Thinking

• Problem Solving

• Research

• Technical Troubleshooting

• Adaptability

• Attention to Detail

• Business Operations Management

• Influence

• Prioritization

• Administrative Services

• Business Acumen

• Planning

• Reporting

• Written Communications

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