Consumer Lending Sr Operations Manager

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.

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.

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

Job Description:
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.

The following laws or regulations restrict or prohibit the hiring of individuals with certain specified criminal history for the position: FDIC, Safe Act/Loan Originators and FINRA.

LOB Job Description:

The Senior Operations Manager serves as the operational execution partner for Consumer Lending leadership, responsible for driving consistent adherence to regulatory, compliance, and operational risk requirements across an assigned region. This role translates national priorities, key risk indicators (KRIs), and operational initiatives into actionable field execution plans, while providing consultative support to Regional Executives, Lending Specialist Managers, and frontline associates. The Senior Operations Manager leverages data, analytics, and field feedback to identify risk, reduce variability, strengthen operational performance, and ensure sustainable execution excellence.

Core Responsibilities:

• Serve as the primary operations advisor to Regional Executives and market leaders by analyzing operational performance, identifying risks and trends, and driving action plans that improve execution and control effectiveness.
• Manage a portfolio of regulatory and compliance-related Key Risk Indicators (KRIs), ensuring ongoing monitoring, remediation, and sustained performance across assigned regions.
• Lead operational governance routines, including executive business reviews, manager deep dives, and regional performance discussions, to drive accountability, reduce variability, and improve business outcomes.
• Partner with National Operations, Controls, and business leaders to implement new initiatives, operational changes, and risk mitigation strategies, ensuring field readiness, adoption, and long-term sustainment.
• Provide real-time operational consultation, coaching, and support to leaders and associates, serving as a trusted resource for operational aptitude, issue resolution, and risk management guidance.
• Champion the voice of the field by gathering, analyzing, and escalating associate feedback to influence process improvements, enhance operational efficiency, and strengthen the client and employee experience.
• Support performance management, control remediation, onboarding, and urgent risk-related escalations by partnering across leadership teams to ensure timely, consistent, and compliant execution.

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

Managerial Responsibilities:
This position may also have responsibilities for managing associates. At Bank of America, all managers at this level demonstrate the following responsibilities, in addition to those specific to the role, listed above.

• Opportunity & Inclusion Champion: Models an inclusive environment for employees and clients, aligned to company Great Place to Work goals.
• Manager of Process & Data: Demonstrates deep process knowledge, operational excellence and innovation through a focus on simplicity, data based decision making and continuous improvement.
• Enterprise Advocate & Communicator: Communicates enterprise decisions, purpose, and results, and connects to team strategy, priorities and contributions.
• Risk Manager: Ensures proper risk discipline, controls and culture are in place to identify, escalate and debate issues.
• People Manager & Coach: Provides inspection, coaching and feedback to motivate, differentiate and improve performance.
• Financial Steward: Actively manages expenses and budgets in alignment with objectives, making sound financial decisions.
• Enterprise Talent Leader: Assesses talent and builds bench strength for roles across the organization.
• Driver of Business Outcomes: Delivers results by effectively prioritizing, inspecting and appropriately delegating team work.

Required Qualifications:

• 3+ years of mortgage lending experience with specific focus on operations and compliance.
• 2+ Years experience presenting materials to an executive audience
• Demonstrated leadership influence across mid-level market leaders, with the ability to engage and impact senior executives.
• Willingness to maintain occasional in-market presence to connect with frontline associates, reinforcing operational expectations, guidelines, and organizational vision.
• Active participation as part of the regional leadership team, with responsibility for shaping direction and driving performance across the geography, specifically to operational, regulatory, and risk metrics.
• Proven ability to influence in a 360° capacity—across peers, executives, and field personnel—ensuring alignment and execution at all levels of the organization.
• Proven willingness and ability to adapt quickly to changing needs on the ground.
• Ability to communicate complex topics crisply
• Demonstrated ability to take ownership and deliver results.

Desired Qualifications:

• Strong Excel and PowerPoint Experience
• Bachelor’s Degree
• 3-5 Years of Home Lending Support or Execution 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

Shift:

Hours Per Week: 

Pay Transparency details

US - CA - Laguna Niguel - 28202 CABOT RD - SOUTH ORANGE COUNTY RLC (CA6521), US - CA - Newport Beach - 500 Newport Center Dr - Newport Center (CA9165), US - CA - Ontario - 901 Via Piemonte (CA6540), US - CA - San Diego - 12830 El Camino Real - San Diego North (CA0819), US - CA - San Francisco - 315 Montgomery St - 315 Montgomery (CA5704), US - CA - San Jose - 560 S WINCHESTER BLVD (CA3512), US - WA - Lynnwood - 3220 188th St SW - ALDERWOOD BC (WA4101), US - WA - Seattle - 401 Union St - Rainier Square (WA1510)

Pay and benefits information

Pay range

$109,600.00 - $147,500.00 annualized salary, offers to be determined based on experience, education and skill set.

Discretionary incentive eligible

This role is eligible to participate in the annual discretionary plan. Employees are eligible for an annual discretionary award based on their overall individual performance results and behaviors, the performance and contributions of their line of business and/or group; and the overall success of the Company.

Benefits

This role is currently benefits eligible. We provide industry-leading benefits, access to paid time off, resources and support to our employees so they can make a genuine impact and contribute to the sustainable growth of our business and the communities we serve.