Operations Support Lead II- Jacksonville, FL

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!

Job Description:
This job is responsible for supporting the business in meeting operational goals by performing a wide array of functions and assisting managers in ensuring employees readiness. Key responsibilities include creating and automating business reporting, administering bank or LOB programs/policies/procedures, remediating complex system issues, and provisioning employees with the tools necessary to assist clients. Job expectations include strong knowledge of operations and keen attention to detail. Key stakeholders include team and site leaders, on-site support, platform and change managers.

Responsibilities:

• Provides employees with the tools needed to assist clients (may include equipment, system access, skilling, etc.)
• Remediates system issues
• Performs reporting and analysis to identify risks and trend
• Assists with process and procedure updates in line with business changes
• Manages expenses through device recovery, equipment management, and virtual assistant reinforcement
• Partners with operations leaders on site support including desk assignments, move assistance, desk audits, and equipment provisioning
• Records retention execution

Skills:

• Critical Thinking
• Prioritization
• Problem Solving
• Research
• Technical Troubleshooting
• Administrative Services
• Attention to Detail
• Business Acumen
• Reporting
• Written Communications
• Access and Identity Management
• Adaptability
• Business Operations Management
• Influence
• Planning

Required Qualifications:

• 2+ years related experience in a business support or administrative function

• Customer centric approach to problem resolution

• Ability to influence and lead site-wide initiatives

• Advanced proficiency in MS Office products: SharePoint, Word, and PowerPoint, Excel (including: Macro’s, pivot tables, charts/graphs, etc.)

• Experience handling sensitive business information

• Attention to detail

• Ability to communicate with all levels of leadership

• Highly organized and motivated self-starter who can deliver results with minimal direction

• Strong written and oral communication skills

• Able to balance multiple and competing priorities in an extremely fast paced environment

• Excellent relationship and team building skills with the ability to drive collaboration across diverse groups

Desired Qualifications:

• Previous leadership/management experience in a call center environment

• Experience managing site-wide projects or initiatives with measurable impact

• Strong ability to develop and implement strategic solutions to improve efficiency

• Demonstrated ability to mentor or coach team members and foster professional development

• Advanced knowledge of SharePoint administration and workflow automation

• Ability to adapt quickly to changing priorities, business needs, and organizational goals

• Demonstrated flexibility to adjust work hours and priorities to meet changing organizational demands.

Shift:

1st shift (United States of America)

Hours Per Week:

40