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 and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates’ physical, emotional, and financial wellness through affordable, competitive and flexible benefits.

We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve.

Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs.

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 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.

Responsibilities:

• Leads the assessment of the design and effectiveness of the risk and control environment to support Client Operational Services and ensure adherence to enterprise-wide standards
• Performs monitoring and testing of controls, identifying issues and control improvements for remediation
• Leads the implementation of optimized controls and enhanced Quality Assurance (QA) practices to support business continuity efforts
• Ensures timely execution of QA activities including control execution, case management, and results reporting
• Ensures accuracy of data and that relevant information is captured for inspection metrics to support governance for dashboard reporting
• Operate independently and partner with business leaders to deliver sustainable, risk-based solution
• Design/Redesign Consumer Complaint control functions that identify and mitigate risk, ensuring adherence to enterprise-wide standards (particularly the Complaints Policy and Standard requirements)
• Test new controls and procedures; implement improvement before transitioning to long term owner
• Evaluate existing quality assurance functions, implementing improvements that strengthen the control environment while improving operational efficiency
• Assist with addressing challenges, control enhancement an issue action plans
• Support regulatory exams, internal audits, and other monitoring and inspection reviews
• Participate in ad-hoc remediation efforts and initiative deliverables completion when needs arise

Required Qualifications:

• Experience in Controls Management, including control design, monitoring, surveillance, testing, quality assurance, and risk management.
• Strong written and verbal communication skills with the ability to influence stakeholders and present information effectively.
• Strong analytical skills with experience in data and trend analysis, risk identification, problem solving, and decision-making.
• Demonstrated success in stakeholder management, building partnerships, and driving engagement across cross-functional teams.
• Experience developing process maps, documenting controls, and implementing effective risk management practices.
• Proficiency in Microsoft PowerPoint and creating executive-level presentations and reporting.

Desired Qualifications:

• Experience capturing, documenting and/or resolving complaints
• Familiarity with the Complaint Tracking & Resolution (CTR) system
• Process and control design
• Project management
• Nexidia / NICE usage (call listening)
• Spanish Non-English Language (NEL) Certification

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

Shift:

1st shift (United States of America)

Hours Per Week:

40