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About the Role

This role is responsible for managing major operations segments within the bank's internal operations, focusing on product lines and process improvement. The Senior Operations Manager acts as an operational execution partner for Consumer Lending leadership, ensuring adherence to regulatory, compliance, and operational risk requirements across assigned regions. This position translates national priorities into actionable field execution plans and provides consultative support to regional leaders.

Responsibilities

Manage one or more major operations segments for a site, region, or product line.
Identify, analyze, and resolve complex problems related to product lines.
Ensure compliance with policies.
Identify opportunities to improve process performance and operating efficiency.
Supervise day-to-day activities of employees, such as executing transactions.
Serve as the primary operations advisor to Regional Executives and market leaders.
Analyze operational performance, identify risks and trends, and drive action plans.
Manage a portfolio of regulatory and compliance-related Key Risk Indicators (KRIs).
Lead operational governance routines, including executive business reviews and performance discussions.
Partner with National Operations, Controls, and business leaders to implement new initiatives and operational changes.
Provide real-time operational consultation, coaching, and support to leaders and associates.
Champion the voice of the field by gathering, analyzing, and escalating associate feedback.
Support performance management, control remediation, onboarding, and risk-related escalations.
Forecast and manage staffing levels and capacities.
Prioritize employee development by providing effective coaching and constructive feedback.
Apply knowledge of end-to-end processes and ensure adherence to bank and regulatory policy.
Develop and analyze procedures to enhance unit and/or product-related activities.
Oversee budget and expense management, reporting, and forecasting.
Evaluate efficiencies and identify areas of improvement and growth.
Identify data, metrics, and key performance indicators to measure process effectiveness.
Align bank priorities and strategies to employee metrics and goals.
Evaluate employee progress and strive to recognize, encourage, and improve team performance.
Model an inclusive environment for employees and clients.
Demonstrate deep process knowledge, operational excellence, and innovation.
Communicate enterprise decisions, purpose, and results.
Ensure proper risk discipline, controls, and culture are in place.
Provide inspection, coaching, and feedback to motivate, differentiate, and improve performance.
Actively manage expenses and budgets.
Assess talent and build bench strength for roles across the organization.
Deliver results by effectively prioritizing, inspecting, and delegating team work.

Requirements

3+ years of mortgage lending experience with a specific focus on operations and compliance.
2+ years of experience presenting materials to an executive audience.
Demonstrated leadership influence across mid-level market leaders.
Ability to engage and impact senior executives.
Willingness to maintain occasional in-market presence.
Active participation as part of the regional leadership team.
Proven ability to influence in a 360° capacity.
Proven willingness and ability to adapt quickly to changing needs.
Ability to communicate complex topics crisply.
Demonstrated ability to take ownership and deliver results.
FDIC, Safe Act/Loan Originators and FINRA laws or regulations restrict or prohibit the hiring of individuals with certain specified criminal history for the position.

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
Excel
PowerPoint

Location

Laguna Niguel, CA
Newport Beach, CA
Ontario, CA
San Diego, CA
San Francisco, CA
San Jose, CA
Lynnwood, WA
Seattle, WA

Work Type

Onsite
Hybrid

Experience Level

Senior

Education Level

Bachelor's Degree

Salary/Compensations

$109,600.00 - $147,500.00

Benefits

Industry-leading benefits
Access to paid time off
Resources and support
Discretionary incentive eligible

About the Company

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection.
We drive Responsible Growth and deliver for our clients, teammates, communities, and shareholders every day.
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.
We value the unique perspectives individuals bring from all backgrounds and career paths.
Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development.
Internal employees who are currently working from home are still eligible to apply.
At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact.

Equal Opportunity

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.