Business Support Manager II

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:
• Manages diverse administrative functions usually for a very large, complex department or for a complete line of business that may be regional or national in scope, often requiring associates in one or more location. Functions managed may include: financial control/budgeting and consolidation, personnel processes, audit/compliance, premises, and coordination of certain projects, associate training, service quality, process improvement, business continuity, or communication. Consults with senior management in evaluating current methods and developing strategies to implement changes and improvements. Requires a thorough knowledge of the department or business units functional area or products. Working knowledge of general bank policies, programs and procedures and financial/accounting practices. Generally has full management responsibility over a relatively large team and may manage one or more levels of managers.

Leads the support/administrative functions for a somewhat large department usually at a local level. Responsibilities may include budget analysis and recommendations, operations analysis, identification and resolution of work flow issues, associate training, service quality, process improvement. Resolves personnel, audit and/or budget issues by researching and analyzing unusual problems, administers bank programs and policies and provides interpretation to department. Requires an in-depth knowledge of bank policies and programs and of the departments functional operations. May direct workflow activities.

Line of Business Description:

The Business Operations Management team provides multi-disciplinary horizontal support for Wealth Management Operations (WMO) business priorities and deliverables.

Responsibilities:

Provides strategic leadership and governance for Workforce Enablement programs, aligning talent, learning, procedure management, and workforce strategies with organizational priorities and business objectives

Leads the end-to-end workforce lifecycle, including workforce planning, hiring strategy, onboarding, job architecture, early talent initiatives, employee readiness, and workforce enablement programs

Partners with Human Resources, Talent Acquisition, Learning & Development, senior leaders, and key stakeholders to identify workforce needs and implement scalable solutions that enhance employee experience and organizational effectiveness

Leverages workforce analytics, business intelligence, and performance metrics to assess program effectiveness, identify trends, support executive decision-making, and drive continuous improvement

Directs the governance, maintenance, prioritization, and continuous enhancement of departmental procedures, ensuring adherence to enterprise standards, operational requirements, and regulatory expectations

Leads strategic communications, change management, and adoption efforts that advance workforce initiatives, organizational transformation, and business performance

Builds and develops a high-performing, inclusive team through coaching, succession planning, talent development, and performance management practices that strengthen organizational capability and leadership readiness

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:

2+ years of experience in Global Operations as a process owner, project manager, business support manager, workforce enablement leader, or similar role supporting organizational programs and business priorities

2+ years of direct people leadership experience, including coaching, employee development, prioritization, performance management, and fostering an inclusive, high-performing team environment

1+ year partnering with senior leaders, Human Resources, and cross-functional teams to find workforce needs, implement business solutions, and improve organizational effectiveness through data-driven decision making

Demonstrated experience leading workforce, onboarding, learning, procedure management, or employee development initiatives from planning through implementation, resulting in measurable business outcomes, risk reduction, enhanced employee experience, and/or operational improvements

Experience coaching individuals and teams to achieve performance goals while developing talent, strengthening engagement, and supporting succession planning efforts

Experience using workforce metrics, training data, employee feedback, scorecards, KPIs, and trend analysis to develop actionable recommendations and drive continuous improvement

2+ years of experience balancing multiple strategic priorities, managing competing demands, and adapting to organizational changes while successfully delivering results

Experience developing executive-ready presentations, communications, reporting, and recommendations for diverse stakeholder groups and leadership audiences

Proven ability to influence without direct authority and drive execution across a highly matrixed organization

Intermediate Microsoft 365 ability, including Excel (pivot tables, lookup functions, data analysis), PowerPoint (executive-level presentations), Teams facilitation, and Copilot a