Process Design Manager Client Services

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 managing the assessment development execution and oversight of process improvement and transformation initiatives in support of Operational Excellence objectives to achieve short and long-term strategic goals. Key responsibilities include demonstrating correlation between process engineering best practices breakthrough productivity customer satisfaction and measurable continuous process improvement results. Job expectations include partnering with business executives and deployment champions to make strategic project implementation and budgeting decisions.

The Process Owner is accountable for overseeing the entire process lifecycle ensuring efficiency effectiveness and alignment with organizational goals. Key responsibilities include assessing process risks and evaluating control metrics; managing objectives and customer expectations; managing cost and efficient use of resources; collaborating with stakeholders; and championing continuous improvement to enhance process experience and outcomes. Position expectations include knowing and understanding the process end-to-end having ownership or influence over all resources required to execute the process and driving changes to optimize its performance.

Responsibilities:

• Implements highly complex solutions in support of performance plan objectives to resolve issues and risks optimize efficiency reduce variability and improve controls effectiveness quality and sustainability

• Oversees partnerships with support organizations and Line of Business (LOB) partners to gather information needed to support the implementation of solutions that resolve critical business challenges and opportunities

• Integrates process design best practices and applies business redesign concepts to ensure continuous process improvement tactics are in alignment with long-term strategic goals

• Manages change by establishing appropriate governance routines to inspect the health of programs and project portfolios aligned to a unit or division within an LOB

• Ensures Enterprise Change Management policies and standards are applied and adopted to change initiatives in partnership with LOB stakeholders

LOB Responsibilities:

• Understands information associated with the process in accordance with the Process Management Enterprise Policy.

• Understands applicable laws rules regulations and policies relevant to the process.

• Serves as main point of contact with FLU/CF leaders and stakeholders managing objectives and expectations and conducting business reviews.

• Understands customers needs and expectations; collects customer feedback and responds appropriately.

• Identifies and manages standardized risks inherent in the process or where the process is designed to mitigate risk ensuring controls are missing or inadequate.

• Identifies controls designed to reduce the inherent risk of process failure and anticipates outcomes; assesses process and control performance remediates deficiencies in processes or controls and measures the effectiveness of each control.

• Reviews process overall control effectiveness rating and individual control design performance and effectiveness ratings.

• Promotes the proactive identification and escalation of compliance and operational risks and issues (e.g. those risks/issues relating to non-performing processes and controls) and leads actions to drive timely resolution of those risks and issues as needed.

• Manages costs and efficient use of resources.

• Leads with process discipline and operational excellence executes on continuous process improvement opportunities while managing an inventory of process improvements to implement over time.

• Manages risk manages and controls risk in an effective and disciplined manner; creates a strong risk management culture.

• Drives customer-focused results executes in the face of obstacles; focused on customer and stakeholder needs.

• Demonstrates sound decision-making navigates risk/reward tradeoffs; is objective and fact-based.

• Communicates and influences impactfully is clear simple and straightforward; adapts to audience.

• Navigates organizational complexity understands how and through whom things get done; develops relationships; collaborates effectively.

Required Qualifications:

Desired Qualifications:

• 5 years of industry experience

• Bachelors degree in business or related field or commensurate experience

• Business Controls experience including issue identification issue creation and/or supporting remediation action plans through successful issue closure

• Experience working with UCRA CAST and CIMA

• Familiarity with Agile Plan

• Experience using the Process Owner Portal

• Familiarity with the Speak Up process

• Understanding of QA testing practices including Enterprise Independent Testing (EIT)

• Working knowledge of SPI (Single Process Inventory)

Skills:

• Business Process Analysis

• Continuous Improvement

• Process Design

• Process Management

• Process Performance Measurement

• Conflict Management

• Critical Thinking

• Program Management

• Scenario Planning and Analysis

• Strategic Thinking

• Decision Making

• Drives Engagement

• Relationship Building

• Process Risk Management

Shift:

Hours Per Week:

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