Senior Group Operations Manager – Wire 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. 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!

Line of Business Job Description:

The Global Operations group is a centralized operations team supporting all eight (8) lines of business across the enterprise. Global Operations provides operational support to our clients and business partners day to day in the processing and settling of transactions. By maintaining a sound and structured control environment, Global Operations minimizes financial, reputational, and operational risks from occurring during the settlement of cash and securities each day.

The Global Payment Processing (GPP) Center of Excellence is part of the Global Payment Operations (GPO) organization where a team of highly skilled ACH and Wire Operators deliver a world class experience by ensuring all our enterprise customers ACH & Wire payments are processed timely and accurately every single day. The key core functions performed in GPP are Wire Repair & Returns, Phone Payments, Wire Technical Implementation, ACH Production Control and ACH Exceptions & Returns.

The Wire Operations Senior Group Operations Manager will lead a team across multiple sites to oversee the day-to-day business operation activities to ensure we meet our objective of processing our clients wire payments are processed accurately and timely.  You will play a fundamental and influential role in solving complex queries and incident management for our Wire processes. Active participation in working across regional teams to drive consistent processing and remove nonvalue add tasks for our clients. You will be the coach and change agent for your team by helping them focus on the key business objectives and Operational Excellence work to improve our overall client and employee experience.

Job Description:

This job is responsible for leading multiple major operations segments for a site, region, or product line within the bank's internal operations. Key responsibilities include identifying, analyzing, and resolving complex problems, ensuring compliance with policies, and identifying and implementing opportunities to improve process performance and operating efficiency. Job expectations include coordinating activities and processes across operations segments.

Responsibilities:

• Oversees the forecasting and staffing levels and capacities, provides effective coaching, and shares constructive feedback to drive Operational Excellence
• Leads and ensures teams adhere to bank and regulatory policy and procedures when making decisions that impact various operations and product lines
• Provides strategic guidance to develop and analyze procedures to enhance unit and/or product-related activities while overseeing budget and expense management, reporting, and forecasting for designated areas
• Evaluates efficiencies and identifies areas of improvement and growth to the overall process, identifying data, metrics, and key performance indicators to measure process effectiveness
• Aligns bank priorities and strategies to employee metrics and goals and provides interventions as needed to recognize, encourage, and improve team performance to support an inclusive work environment
• Be responsible for obtaining a strong end to end working knowledge of the Wire Operations process along with the understanding the upstream and downstream processing of Wire payment transactions.
• Ensure that the day-to-day production tasks are executed timely and accurately meeting all our service levels are met.
• Be actively engaged in technology process disruptions while working with business and technology to ensure issues are quickly resolved related to Wire Operations
• Participate in discussions with internal teams and external clients/customers to address Wire related questions and/or issues.
• Represent the business in key project enhancements, new products, and strategic efforts.
• Engage with Business Controls and our Risk partners to ensure appropriate and timely support is provided as related to audits, exams, internal quality, and business reviews.
• Participate with product and project management in the development of technology products, service standards and development efforts that impact the client/business area.
• Serve as an escalation point between the client/business area and internal management for the resolution of moderately complex unresolved Wire Operations problems, complaints, and service requests.

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.

• Diversity & Inclusion Champion: Models an inclusive environment for employees and clients, aligned to company D&I goals.
• Manager of Process & Data: Demonstrates deep process knowledge, operational excellence and innovation through a focus on simplicity, data-based decision making and continuous improvement.
• Enterprise Advocate & Communicator: Communicates enterprise decisions, purpose, and results, and connects to team strategy, priorities and contributions.
• Risk Manager: Ensures proper risk discipline, controls and culture are in place to identify, escalate and debate issues.
• People Manager & Coach: Provides inspection, coaching and feedback to motivate, differentiate and improve performance.
• Financial Steward: Actively manages expenses and budgets in alignment with objectives, making sound financial decisions.
• Enterprise Talent Leader: Assesses talent and builds bench strength for roles across the organization.
• Driver of Business Outcomes: Delivers results by effectively prioritizing, inspecting and appropriately delegating teamwork.

Required Qualifications:

• 3+ years of leadership experience managing and leading a large team.  
• Experience working in a fast-paced environment.
• Ability to assess situations with a sense of urgency and accuracy.
• Risk focused with the ability to escalate concerns to senior leadership team and embrace the Identify, Escalate and Debate risk culture.
• Strong verbal and written communication skills with the ability to effectively communicate with various teams, executives, and external clients.
• Ability to navigate the organization, partnering with various Line of Businesses, Band levels and business partners, to ensure positive outcomes for all decisions impacting the business.
• Excellent time management and prioritization skills, with ability to meet tight deadlines.
• Maintains professionalism in stressful situations.
• Capable of handling conflict management and work to inspire the collective team to focus on the goals and vision of the business.
• Intellectual curiosity, passion, and self-motivation.
• Strong sense of teamwork and collaboration.
• Risk management awareness.
• Critical thinking, creativity, and problem-solving skills.
• Highest degree of integrity / ethical standards and sound judgment.

Desired Qualifications:

• Experience with of end-to-end wire processing.

Skills:

• Customer Service Management
• Regulatory Compliance
• Risk Management
• Stakeholder Management
• Talent Development
• Business Operations Management
• Change Management
• Customer and Client Focus
• Decision Making
• Relationship Building
• Business Process Analysis
• Career Path Design
• Organizational Effectiveness
• Strategic Thinking
• Strategy Planning and Development

Shift:

Hours Per Week: