Description

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:

Responsible for driving operational excellence, executing strategic priorities, and ensuring alignment across Fulfillment, Servicing, and Operations functions. Acts as a key partner to business and senior leadership teams, fostering cross-functional collaboration, enhancing organizational effectiveness, and delivering sustainable business results.

Responsibilities:

• Lead and coordinate Fulfillment, Servicing, and Operations activities to ensure seamless execution of business priorities.
• Drive execution of strategic initiatives, process improvements, and performance management practices to enhance business results.
• Lead the management of system disruptions and critical incidents, ensuring effective escalation, timely recovery, and business continuity.
• Partner with senior stakeholders to translate enterprise priorities into operational outcomes.
• Oversee risk, governance, compliance, and control frameworks across the organization.
• Champion cross-functional collaboration, organizational change, and continuous improvement initiatives.
• Deliver operational insights and strategic recommendations to support executive decision-making.
• Act as a key liaison among Operations, Technology, Business Partners, and Senior Leadership to drive sustainable performance and client outcomes.

Technical and Professional Skills

• Proven leadership experience within Servicing, Fulfillment and Operations and/or related financial services environments.
• Strong client-facing skills with the ability to engage confidently with clients, business partners, and senior stakeholders.
• Excellent verbal, written, and presentation skills in Portuguese and English, with the ability to communicate effectively across all levels of the organization.
• Proven ability to perform effectively under pressure and manage competing priorities.
• Self-motivated with strong judgment, ownership, and escalation management skills.
• Experience leading operational incident management, business continuity efforts, and responses to system disruptions.
• Ability to influence and collaborate across all levels of the organization.

• Commitment to fostering an inclusive culture that values diversity, collaboration, and high performance.
• Continuous learner with a client-centric mindset and focus on anticipating evolving business needs.
• Strategic mindset with a focus on transformation, continuous improvement, and sustainable business results.