Operations Team 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 is core to how we drive Responsible Growth. This includes our commitment to being an inclusive workplace, attracting and developing exceptional talent, supporting our teammates’ physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve.

Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations.

At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

Position Overview:

The Entry-Level Operations Supervisor is responsible for overseeing the day-to-day operations of a small unit within the company’s internal activities, reporting directly to the Operations Manager. This individual contributor role focuses on resolving issues, guiding team members, and ensuring operational and quality goals are met for either the Deposit, Dispense, and Oversight teams.

This job is responsible for overseeing the Operations team and ensuring they meet deadlines, execute, and coordinate tasks. Key responsibilities include supporting continuous business improvements, reviewing operations procedures, implementing changes, 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 awareness of foundational operations and familiarity in a specific product line.

Core Responsibilities:

  1.     Operational Leadership:

           •  Oversee the team’s day-to-day tasks, including reconcilement, escalation research, and resolution of cash and XML exceptions.

           •  Ensure compliance with operational policies, procedures, and regulatory guidelines.

           •  Review and authorize General Ledger entries and approve exception processing promptly.

           •  Handle exception items or unusual situations while escalating complex issues to senior management.

   2.     Team Performance:

           •  Motivate, coach, and develop employees to achieve and exceed team goals.

           •  Monitor individual and team performance metrics, providing actionable feedback to enhance productivity.

           •  Encourage collaboration and foster a positive work environment to improve employee satisfaction.

   3.     Compliance and Quality:

           •  Maintain adherence to operational policies and Service Level Agreements (SLAs).

           •  Ensure the team meets production, quality, and internal error benchmarks.

           •  Regularly review and refine operational procedures to optimize accuracy and efficiency.

4.     Process Improvement and Collaboration:

           •  Actively participate in meetings with peer teams, project groups, and vendor partners to drive process improvement initiatives.

           •  Implement strategies that streamline workflows and improve team performance.

5.     Administrative Duties:

           •  Provide input into salary planning, performance management, and hiring decisions.

           •  Document and report operational activities and performance metrics accurately and on time.

           •  Monitor and enforce individual and team accountability for errors and exceptions.

Team Lead-Specific Goals:

​Deposit Team Lead Goals

• Close cash exceptions by day 15 and XML exceptions by day 10.
• Support the team in achieving 3.76 exceptions per hour or greater each month.
• Ensure the team achieves a quality score of 97% or greater each month.
• Support each associate in maintaining no more than 6 internal errors per month.
• Daily monitoring of workflow and exception status.
• Weekly touch basis with individual analysts on performance, exception statuses, and outstanding issues.