• Job Description

  Req#: 24012416

  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. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day.

  One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. We’re devoted to being a diverse and inclusive workplace for everyone. We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being.

  Bank of America believes both in the importance of working together and offering flexibility to our employees. We use a multi-faceted approach for flexibility, depending on the various roles in our organization.

  Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference. Join us!

  Job Description:
  This job is responsible for leading a function dedicated to designing a strategy to drive internal control discipline and operational excellence within a Line of Business (LOB) or Enterprise Control Function (ECF). Key responsibilities include ensuring capabilities are in place to drive the day-to-day execution of the Operational Risk Management Framework, including the implementation of LOB and ECF specific processes and tools to drive adherence to enterprise-wide standards. Job expectations include providing oversight and establishing effective quality assurance and control processes.

  The Consumer Conduct and Complaints team is seeking an experienced, motivated individual to join our high performing team as the Consumer Complaint Governance and Engagement Executive. As a key member of our team, you will be responsible for overseeing the process and control of key complaints improvements, enhancements and changes in support The Enterprise Complaint Policy and Standard. In this role, you will serve as the primary interface with key leaders in the RPSB FLUs, Risk Management, Enterprise Complaints, Global Operations and Technology. excellent communication and collaboration skills are essential and will play a vital role in setting the strategy to support adherence to change policies and standards.

  The ideal candidate will have extensive knowledge of the Enterprise Complaint Standard, FLU processes and controls, applicable regulations and expectations. This expertise will be crucial in driving both the rapid improvement and the long-term strategic vision of optimizing complaint processes, while creating an oversight environment that ensures effective monitoring of change adherence.

  Responsibilities:

  • Engages with stakeholders to identify issues and control improvements for remediation and ensures issue resolution
  • Acts as an ambassador of the risk culture, monitoring and reporting on the Line of Business or Enterprise Control Function's Operational Risk Profile
  • Oversees the assessment of the design and effectiveness of the risk and control environment to support Client Operational Services and ensure adherence to enterprise-wide standards
  • Oversees the implementation of optimized controls and enhanced Quality Assurance (QA) practices to support business continuity efforts
  • Ensures timely execution of QA activities including control execution, case management, and results reporting
  • Oversees all operations front line unit responses for regulatory exams, internal audits, and other monitoring and inspection reviews
  • Define vision and strategic direction to the Consumer Complaint Management governance and engagement team as well as enhance, design, implement and provide ongoing oversight to the Consumer Complaint Management environment
  • Continuously assess and enhance the coverage model and processes and identify new approaches to improve effectiveness and efficiencies.
  • Identify, assess and communicate emerging issues, themes and trends based on various information gathering methodologies, sources and through overseeing process and performance activities
  • Collaborate closely with FLU/CF change leaders, Global Technology, Enterprise Complaints and Risk to communicate and provide direction related to complaint requirements and process improvements

  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.

  • Diversity & Inclusion: Model an inclusive environment for employees and clients, aligned to company D&I goals.
  • Manager of Process & Data: Demonstrate deep process knowledge, operational excellence and innovation through a focus on simplicity, data-based decision making and continuous improvement.
  • Enterprise Advocate: Communicate enterprise decisions, purpose and results, and connect to team strategy, priorities and contributions.
  • Risk Manager: Ensure proper risk discipline, controls and culture are in place to identify, escalate and debate issues.
  • People Manager & Coach: Provide inspection, coaching and feedback to motivate, differentiate and improve performance.
  • Financial Steward: Actively manage expenses and budgets in alignment with objectives, making sound financial decisions.
  • Enterprise Talent Leader: Assess talent and build bench strength for roles across the organization.
  • Driver of Business Outcomes: Deliver results by effectively prioritizing, inspecting and appropriately delegating team work.

  Skills:

  • Controls Management
  • Oral Communications
  • Risk Management
  • Stakeholder Management
  • Strategy Planning and Development
  • Continuous Improvement
  • Drives Engagement
  • Influence
  • Strategic Thinking
  • Talent Development
  • Data and Trend Analysis
  • Decision Making
  • Problem Solving
  • Quality Assurance

  Required Skills:

  • Proven experience and in-depth knowledge of Enterprise Complaint requirements, Consumer's change tools and processes - Risk assessment (UCRA), Capacity Sequencing (CAST).

  • Demonstrate key thought leadership, accountability and direction for strategic execution of risk management programs

  • Business control environment expertise/experience, including ownership of a Policy and Standard and adherence monitoring

  • Ability to collaborate with various leaders across the change process, including senior executives and strategic partners.

  • Strong people skills demonstrated across various communication styles (both written and verbal)

  • Proven Experience in the ability to lead, sponsor and motivate a and direct, high-performing team of individuals

  • Engage in continuous improvement with team and team members to realize increased value to the organization

  • Outstanding verbal and written communication skills; ability to simplify and summarize complex topics

  • Maintain a risk culture that ensures all team members are protecting the interests of the firm, while enhancing the overall change process

  • Challenges end-to-end process efficiency and effectiveness, champion data driven decision-making and removes obstacles to optimize operations

  • Create a culture of effective change risk management, accountability, and demonstration of risk awareness across the organization

  • Inspects and challenges risk controls, governance to ensure the timely identification, escalation, debate and remediation of risk across the change environment

  Shift:

  1st shift (United States of America)

  Hours Per Week:

  40

• About the company

  Bank of America is one of the world's largest financial institutions, serving individuals, small- and middle-market businesses and large corporations with a full range of banking, investing, asset management and other financial and risk management products and services.

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