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Sr Group Operations Manager - Global Payments Ops

Richmond, Virginia

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:

Profile ownership for Global Payments Ops Transactional Foreign Exchange (TFX), US ACH & EMEA Investigations.

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.


  • 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
  • Responsible for coordination of the suite of GPO’s Transactional Foreign Exchange (TFX) products along with investigations case drivers and volume analysis related duties, spread across core US operating sites of Scranton, Richmond, & Charlotte
  • Responsible for managing a team of ~55 direct / indirect reports

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
  • Excellent communication, interpersonal, and facilitation skills
  • Experience with stakeholder management
  • Ability to multi-task between various topics
  • Strong business and financial acumen 
  • Ability to work independently 
  • Ability to work to deadlines with attention to detail
  • Team player 
  • Strong problem-solving skills 
  • Ability to develop and drive Operational Excellence-type initiatives with focus on volume reduction and productivity enhancement
  • Strong risk and issue management skills
  • Must be able to translate business plans/policies into specific goals, tactics and action plans

Desired Qualifications:

  • Understanding of Global Payments Ops strategy / roadmap
  • Knowledge and experience of data analytics


  • 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


1st shift (United States of America)

Hours Per Week: 


Learn more about this role

Full time


Manages People: Yes

Travel: No

Street Address

Primary Location:
8001 VILLA PARK DR, VA, Richmond, 23228