Operations Control Manager - Consumer AML Operations KYC Call Center

Bank of America - Chandler, AZ

Full-time - Mid Level

Chandler, AZ

Credit Intermediation and Related Activities

About the position

This position is responsible for managing operations within a production team at Bank of America, ensuring alignment with the bank's Enterprise Policy and Standards. The role emphasizes inclusive leadership, performance management, risk assessment, and relationship building to drive effective operations and service delivery.

Responsibilities

• Translates the bank's strategic objectives into team goals, strategy, and metrics.
• Leads employees through day-to-day activities, fostering an environment that values diversity.
• Identifies and analyzes complex problems related to product lines or functions and develops process improvements.
• Reports on key performance indicators to measure ways of working, performance, and effectiveness.
• Ensures proper risk disciplines are in place, maintaining oversight and escalating issues with urgency.
• Oversees quality service and efficient operations support for internal business partners and external clients.
• Communicates effectively to drive consistent messaging and engaging presentations.

Requirements

• 2 or more years of strong leadership experience.
• Experience in associate readiness, coaching, and feedback.
• Strong relationship management skills, able to interact and influence at all organizational levels.
• Excellent communication and presentation skills, able to communicate succinctly.
• Ability to navigate a complex organization and operate effectively in a changing environment.
• Strong analytical and problem-solving skills, with the ability to measure impact through metrics and analysis.
• Intermediate experience with Microsoft Office Suite (Excel, Word, PowerPoint) and general database functionality.

Nice-to-haves

• Experience in project support and associate engagement planning.
• Understanding of reporting and analytics to leverage scorecards for performance motivation.

Benefits

• Competitive benefits to support physical, emotional, and financial well-being.
• Opportunities for learning and career growth.