Group Operations Manager

Bank of America · Charlotte

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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!

This job is responsible for managing one or more 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 related to product lines, ensuring compliance with policies, and identifying opportunities to improve process performance and operating efficiency. Job expectations include supervising day-to-day activities of employees such as executing transactions.

Responsibilities:

• Forecasts and manages staffing levels and capacities, prioritizes employee development by providing effective coaching, and shares constructive feedback to drive Operational Excellence
• Applies knowledge of the end-to-end processes and ensures adherence to bank and regulatory policy and procedures when making decisions that impact various operations and product lines
• Develops and analyzes procedures to enhance unit and/or product-related activities and oversees 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, evaluates employee progress, and strives to recognize, encourage, and improve team performance to support an inclusive work environment
• Responsible for managing compliance reporting, regulatory verification, records management, business reporting, process documentation, and training governance to ensure operational effectiveness, audit readiness, and adherence to enterprise standards and regulatory requirements.

Tax Imputation

• Manage the tax imputation process for ticket and event-related benefits.
• Ensure accurate collection, validation, and submission of employee utilization data.
• Coordinate with Payroll, Tax, and business partners to support timely and accurate reporting.
• Monitor regulatory and policy requirements and implement process enhancements as needed.

ORCIT Reporting & Evidence Management

• Prepare and maintain ORCIT reporting documentation in accordance with established controls and timelines.
• Collect, validate, and retain supporting evidence to demonstrate compliance with control requirements.
• Support audits, assessments, and remediation activities by providing complete and accurate documentation.
• Ensure evidence repositories are organized, current, and audit ready.

OFAC Verification

• Perform OFAC screening and verification activities for applicable vendors, payees, and transactions.
• Maintain documentation supporting screening results and due diligence requirements.
• Escalate potential matches or compliance concerns in accordance with established procedures.
• Partner with Compliance and Risk teams to ensure adherence to regulatory requirements.

Global Records Management

• Maintain records in accordance with enterprise records retention policies and regulatory requirements.
• Ensure accurate classification, storage, retrieval, and disposition of records.
• Support periodic reviews of record inventories and retention schedules.
• Promote compliance with global records management standards and procedures.

Utilization Reporting

• Produce recurring and ad hoc reporting related to ticket utilization, inventory usage, and stakeholder engagement.
• Lead End-of-Season Assessments by compiling data, analyzing trends, and identifying improvement opportunities.
• Develop executive-ready reporting and dashboards to support business decision-making.
• Respond to reporting requests from leadership and business partners.

Standard Operating Procedures and Standards Management

• Develop, maintain, and periodically review Standard Operating Procedures (SOPs), controls, and process documentation.
• Ensure documentation reflects current business practices, regulatory requirements, and audit expectations.
• Identify opportunities for process standardization and continuous improvement.
• Support training and implementation of revised procedures across the team.

MyLearning Administration and SETM Training

• Coordinate and track required training completion for the team.
• Monitor training compliance and provide reminders and reporting to management.
• Maintain records supporting completion of mandatory learning requirements.
• Partner with leadership to identify additional development and learning opportunities for team members.

Management Team Billing & Reporting

• Manage billing processes for executive requests ticket allocations and event-related expenses.
• Verify invoice accuracy and ensure timely processing, reconciliation, and payment.
• Maintain billing records and supporting documentation in accordance with audit and compliance requirements.
• Track payments and follow up regarding any outstanding invoices.
• Prepare quarterly and ad hoc reporting and send to the Executive Compensation team.

Required Qualifications:

• 5+ years of experience with financial forecast and/or expense management, reporting and analytics, with demonstrated accuracy in high-visibility responsibilities
• Accounting, operations or compliance experience
• Experience assessing processes and designing scalable solutions with effective governance and controls
• Ability to perform effectively under pressure and manage multiple priorities
• Experience managing, organizing and analyzing large data sets
• Excellent attention to detail

Desired Qualifications:

• Certified Public Accountant (CPA) knowledge
• Economic sanctions experience

Skills:

• Business Operations Management
• Customer Service Management
• Performance Management
• Process Performance Measurement
• Talent Development
• Account Management
• Client Management
• Leadership Development
• Process Management
• Relationship Building
• Business Case Analysis
• Policies, Procedures, and Guidelines Management
• Process Design
• Risk Management
• Workforce Analytics

Minimum Education Requirement: High School Diploma / GED / Secondary School or equivalent

Internal employees who are currently working from home are still eligible to apply. However, if selected for the role, you may be required to work onsite in accordance with the workplace excellence policy.

Shift:

Hours Per Week: 

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