Sr Operations Team Lead

Charlotte, North Carolina

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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 overseeing the Operations team and ensuring they meet deadlines, execute, and coordinate tasks. Key responsibilities include identifying, analyzing, and resolving complex problems, ensuring adherence to operations procedures, providing guidance to employees, handling exception requests, and referring more complex problems to a senior manager. Job expectations include having an understanding of foundational operations and familiarity in a specific product line.

LOB Job Description:

The Operations Team Lead provides hands-on operational leadership and execution support across Global Markets Loan Operations, serving as a senior subject matter resource for assigned processes. The role focuses on driving high-quality, timely execution, supporting complex and escalated issues, and ensuring adherence to established procedures, controls, and regulatory requirements.
This position partners closely with internal stakeholders, Technology, and external clients to support operational execution, client onboarding, and platform enablement. The Team Lead acts as a key point of contact for client-facing communication, issue escalation, and troubleshooting, while supporting adoption of new system features and enhancements.

Responsibilities:

Resolves day-to-day problems and executes deliverables within the business unit
Applies knowledge of end-to-end processes and ensures adherence to bank and regulatory policy and procedures when making decisions that impact various operations and product lines
Provides coordination and oversight of team workload, ensuring alignment to priorities and deliverables
Evaluates efficiencies and identifies areas of improvement and growth across processes; supports implementation of process improvement opportunities
Maintains internal, operational, and financial controls and operates within the risk appetite of the business unit
Provides Team Leader oversight for daily operational activities across assigned processes, ensuring deadlines, quality standards, and service expectations are consistently met
Coordinates team workload, prioritizes tasks, and supports resolution of complex, escalated, and client-impacting issues
Serves as the primary liaison between the business and Technology, supporting system usage, issue resolution, and platform enhancements
Leads external client-facing communication, including escalation management, troubleshooting, and ongoing relationship support
Supports new client onboarding to the platform, including education, readiness, and transition to steady-state operations
Partners with external clients to drive adoption and utilization of system features and capabilities
Utilizes AI and automation tools to streamline operational processes, improve efficiency, and reduce manual effort
Generates system enhancement ideas and partners with Technology through development, testing, and implementation
Participates in and supports business continuity testing and resiliency exercises for supported platforms and processes
Collaborates with business partners to design and evolve the optimal operational model to support new products, structures, and initiatives
Ensures adherence to operational procedures, internal controls, and applicable regulatory and risk management standards
Identifies process gaps, operational risks, and inefficiencies; recommends and supports implementation of process improvements
Partners with cross-functional teams (Technology, Compliance, Audit, Risk, and Finance) to support audits, testing initiatives, and control assessments
Promotes collaboration, knowledge sharing, and continuous improvement within the team

Other Responsibilities:

This role may include team leadership and oversight responsibilities, focused on guiding work execution, fostering collaboration, and supporting team effectiveness.

Inclusion Advocate: Promotes an inclusive environment where team members are treated fairly and respectfully
Process & Data Steward: Demonstrates and reinforces process knowledge, data-driven decision making, simplicity, and continuous improvement
Enterprise Communicator: Delivers clear, concise messaging that connects team contributions to business outcomes
Risk Steward: Encourages identification, escalation, and resolution of potential risks in alignment with risk frameworks
Team Developer & Coach: Provides guidance, feedback, and support to enhance team capability and performance
Financial Stewardship Support: Demonstrates financial discipline and an ownership mindset in day-to-day activities
Talent Advocate: Supports onboarding, development, and mobility of talent across the organization
Driver of Outcomes: Enables delivery of business results through effective coordination, structure, and team routines

Required Qualifications:

Bachelor’s degree or 6 years of experience in financial services industry
Strong understanding of operational processes within a financial services or regulated environment
Demonstrated ability to lead work efforts, coordinate tasks, and support team execution in a fast paced environment
Advanced proficiency in Microsoft Office applications, particularly Excel (e.g., formulas, pivot tables, data analysis)
Strong analytical, organizational, and problem solving skills with high attention to detail
Excellent verbal and written communication skills, with the ability to interact effectively across all levels of the organization
Ability to manage multiple priorities, meet tight deadlines, and work effectively under pressure
Risk minded approach with the ability to identify issues, apply controls, and escalate appropriately
Client focused mindset with confidence in supporting client facing interactions when required

Desired Qualifications:

Strives to bring new thoughts and ideas to teams in order to drive innovation and unique solutions
Excels in working among diverse viewpoints to determine the best path forward
Experience in connecting with a diverse set of clients to understand future business needs; demonstrates continuous learning
Commitment to challenging the status quo and promoting positive change
Participates in and drives collaborative efforts to advance tools, technology, and ways of working to better serve an evolving client base
Values diversity to better reflect, connect with, and meet the needs of clients and employees globally

Skills: