Sr. Business Control Specialist

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 driving and executing on internal control discipline and operational excellence within a Line of Business (LOB) or Enterprise Control Function (ECF). Key responsibilities include providing analytical and administrative support for LOB or ECF specific processes and tools to drive adherence to enterprise-wide standards. Job expectations include monitoring and testing controls and implementing quality assurance and quality control processes within the LOB or ECF by evaluating data to help identify track and report issues and control improvements for remediation.

The Sr. Business Control Specialist is part of the Global Payments Solutions (GPS) Client Experience team and plays a key role in enabling insights driving improvement and supporting transformation initiatives related to client complaints and experience outcomes. This role blends analytical and reporting capabilities with process-oriented thinking and strong communication skills. While building and maintaining reporting and data assets is a core responsibility the position is intentionally broader in scopesupporting thematic analysis translating insights into clear narratives and contributing to process improvement and transformation efforts across the Client Experience organization.

The ideal candidate brings a balance of analytical rigor curiosity and structured thinking along with the ability to communicate clearly collaborate effectively and support improvement initiatives from problem definition through execution. Recognizing that strengths may vary this role is well-suited for someone who is strong in analysis and reporting and also interested in developing or applying skills in process design documentation and light project or initiative management.

The Sr. Business Control Specialist will:

Support complaints thematic analysis through data analysis reporting and insight generation

Help evolve and enhance complaints data and reporting infrastructure in partnership with Enterprise reporting teams

Contribute to identifying root causes trends and drivers of client complaints

Translate findings into clear well-written summaries and presentations for governance forums and senior stakeholders

Support process improvement and transformation initiatives depending on experience and interest

This role offers an excellent opportunity to deepen knowledge of GPS products processes and client experience drivers while building a well-rounded skill set across analytics process improvement and stakeholder engagement

Key Responsibilities:

Analysis Reporting & Data Enablement

Build enhance and maintain recurring and ad hoc reporting using tools such as MicroStrategy SQL Excel Tableau and/or Python

Aggregate and enrich complaints data by accessing multiple systems of record leveraging semi-automated solutions where appropriate

Partner with Enterprise reporting and data teams to improve data quality accessibility and usability

Thematic Analysis & Insight Generation

Assist in sampling research and root cause analysis of complaints to identify key themes and drivers

Conduct targeted deep dives to uncover emerging risks trends or opportunities to improve the client experience

Evaluate client-impacting initiatives incidents and people or operational processes through an analytical and client-centric lens

Process Improvement & Transformation Support

Collaborate with Product Operations Credit Sales and other partners to identify and support process or product improvements

Contribute to process design documentation and improvement efforts including identifying gaps inefficiencies or control opportunities

Support transformation or improvement initiatives through structured problem-solving coordination and follow-through

Communication & Stakeholder Engagement

Prepare clear concise written summaries and presentations of findings root causes and recommended mitigants for governance routines

Communicate complex data and analysis in a way that is accessible and actionable for diverse audiences

Build strong working relationships across the organization including with senior leaders based on trust collaboration and credibility.

Required Qualifications:

• 3 years of experience in the financial services industry or a similarly complex regulated environment

• Strong analytical and organizational skills with the ability to apply sound judgment when evaluating data processes and client impacts

• Advanced SQL and Excel skills with demonstrated experience building maintaining and enhancing reporting and analytical outputs

• Proven ability to investigate structure and resolve complex or ambiguous problems with attention to detail and accuracy

• Strong written and verbal communication skills including excellent grammar and the ability to communicate clearly with multiple levels of management

• Highly organized self-motivated and accountable; demonstrates a strong sense of ownership and urgency in meeting deliverables

• Ability to learn quickly adapt to new information and operate effectively in a fast-paced evolving environment

• Demonstrated reliability and professionalism including consistent attendance and adherence to agreed-upon work schedules

Desired Qualifications:

• Experience with analytical reporting and data visualization tools such as Tableau MicroStrategy or similar platforms

• Ability to present data and insights in clear visually compelling formats tailored to different audiences

• Basic knowledge of statistics or statistical analysis techniques applied to business or operational data

• Experience or exposure to process design process improvement or operational transformation initiatives

• Experience supporting or managing projects initiatives or workstreams including planning coordination and tracking progress

• Familiarity with Global Payments Solutions Merchant Services Digital Payment products and/or Global Treasury Solutions

Additional Attributes for Success:

- Strong critical thinking skills with the ability to connect data insights to practical recommendations

- Comfortable balancing analytical work with qualitative assessment documentation and stakeholder collaboration

- Interest in improving client experience outcomes through both data-driven insights and process-focused solutions

Skills:

• Controls Management

• Issue Management

• Monitoring Surveillance and Testing

• Quality Assurance

• Risk Management

• Analytical Thinking

• Attention to Detail

• Critical Thinking

• Problem Solving

• Written Communications

• Decision Making

• Innovative Thinking

• Prioritization

• Recording/Organizing Information

• Research

Shift:

Hours Per Week: