Consumer Complaints Strategy & Innovation Business Control Manager

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 is core to how we drive Responsible Growth. This includes our commitment to being an inclusive workplace, attracting and developing exceptional talent, supporting our teammates’ physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve.
Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations.
At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

Job Description:

The Consumer Conduct and Complaints team is seeking an experienced, motivated individual to join our high performing team as the Consumer Complaint Strategy & Innovation Business Control Manager. As a key member of our team, you will be responsible for overseeing innovation and transformation of the complaints processes, championing strategies to drive reductions in complaint volume, streamline manual processes and centralize complaint processes. This individual will report to the Governance, Engagement and Reporting Executive. In this role, you will serve as the primary interface with key leaders in Consumer Front Line Units, Technology, Risk Management and Enterprise Complaints supporting and ensuring that each strategic project is delivered on time.  Some of the projects include, however, are not limited to: identifying where compensating controls exist to close complaints at intake, redesigning department closed, identifying multi-complaints and over capture of complaints. 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

Responsibilities:

The ideal candidate will have background in complaints and the ability to analyze complaint volume to identify data rich opportunities to reduce, simplify and streamline complaint volumes.  Additionally, the candidate will need to be able to create executive presentations, track the project milestones, risks and control of the project and create the story board for Executive Management and identify the return on investment based on volume reduction. 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.

Required Qualifications:

• Proven experience and in-depth knowledge of Enterprise Complaint policy requirements

• Ability to create Executive Presentations and story boards to detail progress as well as operational efficiencies

• Knowledge and creation of Operational Excellence business cases

• Ability to track Return on Investments

• 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)

• 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  

• Consumer Bank experience

• Complaints background

• Intermediate Excel Skills

Desired Qualifications:

• Collaboration with Executive leaders

• Ability to automate various processes using additional tools (Co-Pilot, Excel, Access)

• Strategic Planning

• Creation of Executive Presentations

• Strong excel experience (Vlookups, pivots, data visualization, data analysis, data validation, conditional formatting)

• Finance/ROI experience

• Operational Excellence Experience

• Executive presence

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

• Monitoring, Surveillance, and Testing

• Problem Solving

• Quality Assurance

Enterprise  Description:
This job is responsible for leading and executing on internal control discipline and operational excellence within a Line of Business (LOB) or Enterprise Control Function (ECF). Key responsibilities include executing LOB or ECF processes and tools to drive adherence to enterprise-wide standards. Job expectations include supporting the implementation of quality assurance and quality control processes within the LOB or ECF through ongoing monitoring and testing of controls, identifying issues and control improvements for remediation, and building out actions plans and milestones.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil ​liability.

Internal employees who are currently working from home are still eligible to apply. However, if selected for the role, you may be required to work onsite in accordance with the workplace excellence policy

Shift:

Hours Per Week: 

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