Sr Business Control Specialist (Client Care & Resolution)

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:

Client Care & Resolution is responsible for delivering exceptional client care through personalized interactions by leveraging expertise to advocate for clients needs all while helping to research and resolve Executive and Regulatory complaints and escalations related to Consumer Deposits and Card Claims and Fraud activity. As part of the Business Controls & Process Enablement team the ideal candidate will ensure alignment of operational routines within the banks risk appetite and regulatory compliance requirements through governance risk remediation process improvement and automations.

This role is responsible for driving internal control discipline and operational excellence within the Consumer LOB in Client Protection and will partner with business leaders to drive remediation efforts strengthen the control environment and support consistent execution across the organization.

Key responsibilities include but are not limited to:

• Monitoring and reporting on Single Process Inventory (SPI) and Front Line Unit (FLU) process inventory to ensure adherence to enterprise and LOB standards

• Developing and executing control related metrics and reporting routines

• Overseeing the development and continual enhancement of LOB metrics dashboards and executive reporting routines to increase transparency and drive informed decision making

• Evaluating data to identify risks process gaps and improvement opportunities

• Leveraging analytics to detect patterns systemic issues and process weaknesses translating findings into actionable insights for leadership teams

• Ensuring reporting integrity traceability and alignment with enterprise control and risk frameworks

• Driving a culture of operational discipline by ensuring controls are well designed consistently executed and fully anchored in business processes

• Partnering with functional leaders to develop comprehensive remediation strategies ensuring timely execution governance approval and long term effectiveness

• Driving standardization and simplification of operational controls and metrics to reduce variability and enhance client protection outcomes

• Serving as a trusted advisor to LOB executives risk partners and business control peers on matters related to control health key risks and operational process health

• Presenting complex control and operational insights in a clear concise manner tailored to senior audiences

• Influencing strategic decisions through credible challenge deep control expertise and an enterprise first perspective

Required Qualifications:

• 2 years experience managing risk governance routines SPI / POP process control and metric development inclusive of multi-team process management

• Possesses a thorough understanding and application of enterprise process management policy standards and requirements

• Organizationally savvy; knows how to make connections across geographies businesses and hierarchies to get things done

• Proven record of using deductive and inductive reasoning skills to solve problems/process improvement

• Demonstrates ability to thrive in collaborative fast-paced environment developing connections and encouraging teamwork within and beyond the immediate team

• Strong command of internal controls operational risk frameworks and regulatory expectations

• Advanced analytical and problem solving capabilities with demonstrated experience synthesizing insights for senior leadership

• Proven ability to lead cross functional initiatives build consensus and drive sustainable change

• Exceptional communication skills with the ability to translate complex information into executive ready messaging

• Experience leading cross-function teams or influencing across a matrixed environment; ability to manage through ambiguity with sound judgment

• Proficient in PowerPoint Visio and MS Excel

Desired Qualifications:

• Previous experience working within Bank of Americas Client Protection Fraud Detection and/or Claims teams

• 2 years Project Management experience or Project Management certification

• 3 years working within SPI / POP or with Process Control or Metric Owners as a Business Control Specialist experience

• 5 years experience work with or in Global Compliance and Operational Risk

• Six Sigma or Lean certification

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

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: