Portfolio Delivery Executive – Technology

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:
This job is responsible for building and leading an organization to maximize the value delivered through programs and value streams within a large, complex delivery portfolio aligned to core businesses. Key responsibilities include establishing the portfolio vision and strategy, managing the portfolio, and continuously improving operations and governance. Job expectations include managing all parts of portfolio and resources planning, portfolio risk, financials of an enterprise level Profit and Loss (P&L), and organizational talent practices to attract, retain, and develop a diverse workforce.

Employee Technology Support (ETS) provides technology support to 300,000+ teammates, across 35 countries. ETS offers teammates across the globe technology support via self-service and the Global Service Desk. High touch solutions are offered to revenue generating lines of business, traders and senior executives. ETS handles a wide range of technology support inquiries, fulfills technology service requests, and troubleshoots issues related to end user technology and services (e.g., desktop, laptop, virtual desktop), collaboration and content platforms, productivity tools and applications, as well as messaging, corporate mobile, and real-time communications services.

We are seeking a strategic and inclusive Technology Portfolio Delivery executive to lead a high impact team responsible for improving the Agent, Client, and Technician experience through operational excellence, proactive support tools, and self-service capabilities. The role partners closely with Technology teams to ensure readiness, drive adoption, and deliver best in class support outcomes.

The executive demonstrates a strong record of delivering customer-focused outcomes through sound judgment, effective risk management, and operational excellence, with expertise in process optimization and talent scaling to drive enterprise value.

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.

Responsibilities:

• Lead the Change & Program Management function to advance self-service, automation, analytics, and support transformation

• Oversee a portfolio of ETS initiatives from ideation through delivery, ensuring alignment to business goals

• Expand proactive monitoring, prescriptive analytics, telemetry, and automation capabilities

• Leads organization responsible for delivery of a large, complex portfolio aligned to a core business

• Broadens relationships with Senior Business and Technology Executives across multiple organizations, as well as Compliance and Risk

• Provides status updates and reporting to stakeholders and leadership for the large and at risk programs part of a portfolio pertaining to the desired outcomes, delivery, risks, issues, and schedule

• Manages strategic outcomes for the portfolio and ensure that execution is aligned to them by working with the sponsor and stakeholders

• Manages and improves portfolio financials, operations, and governance processes

• Sets organizational goals and implements strategy for team to achieve goals

• Leads the creation of a risk culture across the organization and instills appropriate risk management and standards compliance practices across portfolios

Managerial Responsibilities:
This position will 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: Breaks down barriers to create a more inclusive environment that supports company Great Place to Work goals

• Manager of Process & Data: Challenges end-to-end process efficiency and effectiveness, champion data driven decision-making and removes obstacles to optimize operations

• Enterprise Advocate & Communicator: Contributes to enterprise strategy and influence messaging to connect team contributions to business purpose, results, and success

• Risk Manager: Inspects and challenges risk controls, governance and culture to ensure the timely identification, escalation, debate and remediation of risk across the organization

• People Manager & Coach: Coaches to sustain and elevates organizational performance while differentiating to ensure pay for performance

• Financial Steward: Efficiently allocates and manages resources across the organization to drive short and long term profitability

• Enterprise Talent Leader: Inspects and manages the health of the bench to ensure succession for the organization, while supporting enterprise talent needs

• Driver of Business Outcomes: Mobilizes organizational resources to deliver the full range of the bank’s capabilities to meet client needs and to gain competitive advantage

Required Qualifications:

• 10+ years of program/portfolio management experience

• Outstanding leadership and direct people management experience with proven ability to lead a team

• Leadership experience in change management, program/portfolio management, or technology support operations

• Strong strategic and business centric mindset with ability to utilize sound business judgment and tailor approach to drive optimal business outcomes

• Creative problem-solving skills, strong thought leadership / Operational Excellence mindset in understanding, improving and controlling processes and tools

• Strong ITSM knowledge and familiarity with analytics, automation, or proactive support tools

• Familiarity with JIRA and Global Technology program standard tools

• Excellent communication, collaboration, and stakeholder management skills

Desired Qualifications:

• PMP, Prosci, ITIL, or similar certifications; experience managing global or distributed teams

Skills:

• Collaboration

• Influence

• Result Orientation

• Risk Management

• Stakeholder Management

• Analytical Thinking

• Business Acumen

• Data Management

• Financial Management

• Solution Delivery Process

• Agile Practices

• Architecture

• DevOps Practices

• Solution Design

• Technical Strategy Development

Shift:

Hours Per Week: 

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