Operations Manager

Job Description:
Unclaimed Property Operations is responsible for the management of escheatable property, execution of due diligence requirements, reporting and remitting escheatable property to the appropriate jurisdictions, and retaining all required documentation. The Fort Worth site serves as the physical vault and content storage location for safe deposit box contents removed from drilled and closed boxes.

This role leads the Fort Worth Safe Box vault team and is accountable for the secure handling, inventory, storage, and disposition of safe box contents, ensuring customer reclamation or escheatment is completed in full compliance with regulatory, legal, and operational requirements. The manager directs daily production, drives performance against established quality and control metrics, and develops a team of associates and a team lead across a multi-state processing footprint.

Responsibilities:

• Manage West Coast Financial Center content alignment, including safe box contents checked in, account closure, content letters, escheatment, maintenance, content storage, and reclamation
• Oversee daily vault operations covering intake, validation, and secure custody of contents from drilled and closed boxes, along with preparation for reclamation, escheatment, or auction
• Ensure accurate and timely execution of state escheatment activity, including alpha sort, quality assurance, due diligence letters, DOLC, and remittance of contents to state unclaimed property divisions
• Monitor and manage team performance against key metrics such as maintenance review accuracy, physical security review, account maintenance accuracy, and reclamation quality thresholds
• Partner with Financial Centers and drill partners to obtain missing documentation, resolve outstanding inquiries, and correct processing errors
• Support Tracker PRO stabilization, defect identification, procedure updates, and post-deployment enhancements impacting Safe Box workflows
• Maintain strong risk and control discipline, including regulatory scanning requirements, manager attestation, non-value destruction, and audit and exam readiness
• Lead, coach, and develop associates, including onboarding, cross training across reclamation and DOLC functions, performance management, and succession planning
• Manage staffing and capacity to volume forecasts, balancing two annual peak seasons and maintaining appropriate utilization levels
• Drive site engagement, recognition, and a culture built on autonomy, accountability, and self sufficiency

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: Creates an inclusive team where members are treated fairly and respectfully.
• Manager of Process & Data: Demonstrates and expects process knowledge, data driven decisions, simplicity and continuous improvement.
• Enterprise Advocate & Communicator: Delivers clear and concise messages that motivate, convey the “why” and connects contributions to business results.
• Risk Manager: Leads and encourages the identification, escalation and resolution of potential risks.
• People Manager & Coach: Knows and develops team members through coaching and feedback.
• Financial Steward: Manages expenses and demonstrates an owner’s mindset.
• Enterprise Talent Leader: Recruits, on-boards and develops talent, and supports talent mobility for career growth.
• Driver of Business Outcomes: Delivers results through effective team management, structure, and routines.

Required Qualifications

• Proven people leadership experience in an operations, vault, cash services, or transaction processing environment
• Demonstrated ability to manage production teams to quality, accuracy, and timeliness standards in a controlled, deadline driven environment
• Strong risk management mindset with experience executing and evidencing operational controls
• Sound judgment handling sensitive customer property and confidential information
• Effective written and verbal communication skills with the ability to partner across Financial Centers, Technology, and support functions
• Proficiency with Microsoft Office and comfort learning proprietary operating platforms
• Ability to work on site four days per week and maintain the 7:00 a.m. to 3:30 p.m. schedule

Desired Qualifications

• Experience with safe deposit box, unclaimed property, or escheatment processes
• Familiarity with Tracker PRO, APECS, SA99, SBDOMS, or OneService
• Experience supporting audits, regulatory exams, or process owner and control activities
• Background in process improvement, automation adoption, or system testing and implementation

Minimum Education Requirement: High School Diploma / GED / Secondary School or equivalent

Shift:

1st shift (United States of America)

Hours Per Week:

40