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 managing multiple operations segments or divisions for a site, region, product line, or business group within the bank's internal operations. Key responsibilities include resolving broad operational issues, ensuring compliance with policies, and leading implementation of opportunities to improve process performance and operating efficiency. Job expectations include coordinating activities and processes with Lines of Business and other operations segments to set strategic direction and promote ideas, and managing two or more levels of managers.
Business Banking Client Services delivers servicing, advice, and resolution capabilities for Small Business clients across voice, chat, digital, and emerging service channels.
The organization is focused on providing seamless and differentiated client experience while supporting business growth, operational excellence, and digital adoption. Products serviced: Small Business Banking products and services. Key strategic initiatives include improving client satisfaction, accelerating digital engagement, increasing service efficiency, reducing transfers, optimizing channel performance, and enabling Responsible Growth.
The Business Banking customer segment delivers and services:
More than 5.6 million interactions with small business clients in 2025
Record-high client experience at 90.9% in 2025
Digital success rate was 14.5% in 2025
Assisted more than 300k small business clients through mobile and online chat
Small Business clients are the most digitally-active client segment, at 92%
Key responsibilities include driving operational excellence, managing business performance, overseeing financial planning and operational forecasting, and leading initiatives that improve client outcomes and servicing effectiveness. Job expectations include coordinating activities and processes across Product, Sales, Digital, Technology, Risk, and Operations partners to execute strategic priorities, improve operating efficiency, and lead multiple levels of managers.
Responsibilities:
Oversees leadership development and execution to drive Operational Excellence
Manages the overall budget and expenses and performs reporting and forecasting for a segment or unit to achieve identified operational goals
Manages the development of procedures to enhance unit and/or product-related activities while overseeing budget and expense management, reporting, and forecasting for designated areas
Develops strategies to improve and grow current processes of a unit or product, leveraging data, metric, and key performance indicators to measure process effectiveness
Drives alignment of bank priorities and strategies to employee metrics and goals, evaluates employee progress, and provides interventions as needed to recognize, encourage, and improve team and business performance to support an inclusive work environment
Implements and enables an enhanced risk framework by establishing a proactive risk management culture
Managerial Responsibilities:
This position may also have responsibilities for managing associates. At Bank of America, all managers at this level demonstrate the following responsibilities, in addition to those specific to the role, listed above.
Opportunity & Inclusion Champion: Breaks down barriers to create a more inclusive environment that supports company Great Place to Work goals.
Manager of Process & Data: Challenges end-to-end process efficiency and effectiveness, champion data driven decision-making and removes obstacles to optimize operations.
Enterprise Advocate & Communicator: Contributes to enterprise strategy and influence messaging to connect team contributions to business purpose, results, and success.
Risk Manager: Inspects and challenges risk controls, governance and culture to ensure the timely identification, escalation, debate and remediation of risk across the organization.
People Manager & Coach: Coaches to sustain and elevates organizational performance while differentiating to ensure pay for performance.
Financial Steward: Efficiently allocates and manages resources across the organization to drive short and long term profitability.
Enterprise Talent Leader: Inspects and manages the health of the bench to ensure succession for the organization, while supporting enterprise talent needs.
Driver of Business Outcomes: Mobilizes organizational resources to deliver the full range of the bank’s capabilities to meet client needs and to gain competitive advantage.
Required Qualifications:
10+ years of relevant experience including deep experience leading large customer-focused operations
Proven large-scale transformation and innovation results
Exceptional leadership, communication, and influence capabilities
Desired Qualifications:
Skills:
Business Operations Management
Critical Thinking
Decision Making
Process Management
Stakeholder Management
Customer and Client Focus
Fiscal Responsibility
Process Performance Measurement
Result Orientation
Risk Management
Business Analytics
Collaboration
Data Management
Inclusive Leadership
Oral Communications
Minimum Education Requirement: Bachelor's Degree or equivalent work experience
Shift:
1st shift (United States of America)
Hours Per Week:
40
Pay Transparency details
US - MD - Hunt Valley - 11333 MCCORMICK RD - HUNT VALLEY II (MD5032), US - NV - Las Vegas - 1351 N Town Center Dr (NV1507), US - NY - Utica - 5701 Horatio St - 5701 Horatio Arterial (NY7501), US - VA - Richmond - 8011 VILLA PARK DR - VILLA PARK OPS CENTER BLDG B (VA2125)Pay and benefits informationPay range$169,000.00 - $300,000.00 annualized salary, offers to be determined based on experience, education and skill set.Discretionary incentive eligibleThis 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.BenefitsThis 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.
