Consumer Investments Operations Business Support Lead

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!

The CI Operations Business Support Lead serves as a strategic partner to the Division Manager and leadership team, supporting execution of day-to-day operations. This role is accountable for working with Academy partners on team specific readiness content, ensuring associates are equipped with the technical knowledge, required system access, skills, and controls required to perform at a high level. They also act as a key escalation point to resolve complex operational issues and drive continuous improvement.

Responsibilities:

• Ensuring alignment to business priorities, volume demands, and performance expectations.
• Drive process consistency and standardization across teams to improve efficiency, reduce defects, and enhance client experience.
• Support communication, updates, and reinforcement of procedure changes or reminders
• Coordinate across teams to ensure effective workload management, resource alignment, and capacity planning in response to shifting business needs.
• Assist with issue management and escalation resolution, ensuring timely triage, communication, and sustainable fixes to maintain business continuity.
• Act as an associate readiness coordinator for new hires
• Partner with recruiting and Academy on hiring classes to ensure appropriate provisioning and curriculum.  Coordinate facilitators for large classes with shared sessions
• Establish mentors and contingency plans for days off or transitions out Assign courses and schedule to associates
• Determine incremental resources for struggling new hires
• Own coordination of the SME mentor Chat  - Staff, deviate, track, set expectations, and adoption
• Assist with interviews as needed
• Own client research and escalations aligned to a specific segment (e.g. New Accounts, Account Maintenance, etc)

Required Qualifications:

• Demonstrates strong analytical, problem-solving, and critical thinking skills, with the ability to translate complex concepts into actionable solutions.
• Exhibits high energy, intellectual curiosity, and a continuous improvement mindset.
• Highly organized with the ability to manage multiple priorities and deliver in a fast-paced, high-volume environment.
• Possesses excellent verbal and written communication skills, with the ability to tailor messaging to diverse audiences.
• Proven ability to collaborate effectively in a team environment, with a focus on high-quality execution and outcomes.
• Ability to adapt and perform in a dynamic, rapidly changing environment, including periods of growth and transformation.
• Maintains a strong client and associate focus, ensuring decisions support both experience and operational effectiveness.
• Demonstrates sound judgment and risk awareness, with the ability to make timely and informed decisions.
• Shows a strong drive to exceed expectations and proactively identify process improvement opportunities.
• Brings strong interpersonal and leadership skills, with the ability to influence and build relationships across teams.
• Demonstrative knowledge and leadership in core operational processes