Account Management Ops Team Lead

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We drive Responsible Growth and deliver for our clients, teammates, communities, and shareholders every day. Our inclusive workplace supports teammates’ physical, emotional, and financial wellness through affordable, competitive, and flexible benefits. We value diverse perspectives shaped by military service, community college education, and varied work and life experiences, fostering resilience, leadership, and innovation.

Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development, with clear in-office expectations and role-specific flexibility.

About the role

This role provides subject matter expertise across an account management operations function and supports the manager in day-to-day team operations. Responsibilities include employee training and coaching, addressing inquiries and escalations, and team supervision to ensure accurate process execution.

LOB Description

Upon receipt of billing information, fee schedules, and commission payment data, the Institutional and Retirement Billing team ensures billing and revenue activities are reviewed and processed accurately. The team manages invoice distribution, revenue collection, and commission processing to support prompt, reliable financial services and a seamless client experience.

Responsibilities

• Coordinates and manages team workflow across systems to ensure daily processes (fee setup, billing calculations, invoice distribution, payment processing, and revenue collection) are completed accurately and deliverables are met.
• Provides day-to-day training and coaching to team members, guiding associates through billing exceptions, payment variances, and complex processing issues.
• Monitors team service levels, volume, and performance metrics, escalating concerns as needed by tracking billing, receivable, commission, and payment activity.
• Conducts quality assurance reviews and provides routine supervisory approvals by reviewing billing calculations, invoice accuracy, payment entries, and commission processing results.
• Researches complex operational and client requests, issues, and escalations to identify root causes and assist with remediation efforts.
• Supports risk management and audit processes, including issue identification, mitigation strategy development, and exam preparation by confirming billing and payment activity.
• Understands end-to-end process flow, including process controls, risks, and upstream/downstream impacts of work on other operational units.
• Identifies and recommends opportunities for process improvement and risk mitigation to senior management by analyzing billing trends, exception volumes, and payment issues.

Requirements

• Minimum of 2 years of experience executing and supporting complex operational processes by established procedures, service levels, and control requirements.
• Minimum of 1 year of experience providing training, coaching, guidance, or workflow oversight to other employees.
• Experience reviewing operational transactions, financial activity, or client documentation for accuracy, completeness, and compliance.
• Experience managing high-volume workflows, prioritizing work, and consistently meeting service level expectations.
• Experience researching and resolving operational exceptions, discrepancies, or escalated issues while adhering to controls and risk management practices.
• Ability to work extended hours during peak periods such as quarterly billing.
• Experience using Microsoft Excel to analyze data, reconcile information, or support operational reporting (e.g., V-lookup, pivot tables).
• Experience in general accounting and financial reporting principles.

Qualifications

• Experience in billing, receivable, payment processing, revenue collection, or other finance-related operational activities.
• Experience conducting quality assurance reviews or confirming financial, operational, or client data for accuracy.
• Experience collaborating with cross-functional partners to resolve issues and support business initiatives.
• General knowledge of wealth management, retirement, lending, or investment products.

Skills

• Account Management
• Customer and Client Focus
• Oral Communications
• Research
• Analytical Thinking
• Attention to Detail
• Coaching
• Problem Solving
• Written Communications
• Mentoring
• Prioritization
• Result Orientation
• Numerical Reasoning
• Intellectual Curiosity
• Growth Mindset

Schedule

• 1st shift (United States of America)
• 40 hours per week