Business Support Manager II - GMT 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. 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!
 

Job Description:
Manages diverse administrative functions usually for a very large, complex department or for a complete line of business that may be regional or national in scope, often requiring associates in one or more location. Functions managed may include: financial control/budgeting and consolidation, personnel processes, audit/compliance, premises, and coordination of certain projects, associate training, service quality, process improvement, business continuity, or communication. Consults with senior management in evaluating current methods and developing strategies to implement changes and improvements. Requires a thorough knowledge of the department or business units functional area or products. Working knowledge of general bank policies, programs and procedures and financial/accounting practices. Generally has full management responsibility over a relatively large team and may manage one or more levels of managers.

Leads the support/administrative functions for a somewhat large department usually at a local level. Responsibilities may include budget analysis and recommendations, operations analysis, identification and resolution of work flow issues, associate training, service quality, process improvement. Resolves personnel, audit and/or budget issues by researching and analyzing unusual problems, administers bank programs and policies and provides interpretation to department. Requires an in-depth knowledge of bank policies and programs and of the departments functional operations. May direct workflow activities.

Position Summary

The Compliance, Governance & Workforce Management Lead will play a critical role in ensuring the organization’s adherence to regulatory and internal compliance standards while optimizing workforce management and location strategy. This role will partner closely with business, technology, and operational teams to drive governance frameworks, manage workforce planning, and implement strategic location initiatives that support business growth and operational resilience.

Responsibilities:

Governance and Reporting

• Manage and ensure adherence to enterprise governance standards and controls

• Drive compliance with internal policies

• Maintain alignment with enterprise priorities, policies and frameworks

• Manage the development and delivery of workforce management reports and performance oversight

• Maintain visibility into key operating metrics and executing effective follow-up to ensure issues are resolved and initiatives are completed

Workforce Planning and Resource Strategy

• Develop an optimized workforce strategy by determining ideal offshore staffing model, contractor-to-employee ratio, and team structure through appropriate job codes and functional alignments.=

• Manage hiring, onboarding, and offboarding processes to maintain team stability

• Manage capacity and talent analyses to support long range planning and budget alignment

• Develop succession plans

• Forecast and manage budgets related to staffing and project delivery

• Partner with Talent Acquisition and HR to ensure timely onboarding and workforce continuity

Location Strategy and Operational Support

• Support global delivery models with presence across multiple regions and time zones

• Manage operational risk and ensure business continuity through effective support

• Influence business outcomes through insights into resource distribution and demand

Compliance and Operational Risk

• Monitor adherence to compliance standards

• Monitor completion of key compliance activities (mandatory training)

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