Consumer Investments Operations Process Owner

3 weeks ago

Pennington, United States Bank of America Full time
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. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day. One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. We're devoted to being a diverse and inclusive workplace for everyone. We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being. Bank of America believes both in the importance of working together and offering flexibility to our employees. We use a multi-faceted approach for flexibility, depending on the various roles in our organization. Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference. Join us

Responsibilities/Position Summary:

The Consumer Investments Operations Process Owner will act as the central point of contact for ongoing process management, maintain an improvement roadmap, and own cross organizational relationships and routines. In this role, the candidate will be responsible for:
• Ensuring timeliness and accuracy of process documentation and maintenance in the process inventory within the Process Owner Portal (POP) application
• Ensuring processes are performing effectively and that the associated risks are well controlled
• Monitoring process and control performance through indicative data including metrics, testing results, audit issues, complaints and operational losses
• Managing end-to-end reviews/updates to policies and procedures and related documents (e.g. forms, FAQs, user guides)
• Defining, reviewing and approving all communications, training, associate readiness, Global Policy Source (GPS) and Online Resource Center (ORC) content, and related guides
• Resolving broad operational issues and coordinating activities and processes across lines of business and operations segments.
• Overseeing UAT testing and pilots for all updates to systems and process
• Partnering with front line leadership to improve performance and execution
• Defining process change requirements and conducting Universal Change Risk Assessment (UCRA) where needed
• Responding to escalations from partner organizations (Compliance, Audit, Controls)
• Engaging in strategic and tactical initiatives impacting processes
• Identifying process improvement opportunities by gathering employee and/or customer/client feedback on the process, identifying the pain points and determining their root causes

Required Qualifications:
• Knowledge of both operations and investments
• Robust understanding of operational controls related to compliance or risk management
• Ability to identify areas for improvement, challenge, recommend and drive action
• Strong analytical background with documented ability to deliver results
• Excellent verbal and written communication skills
• Strong relationship management skills to navigate the complexities of aligning stakeholders
• Ability to work in a team environment, focus on high quality execution
• Solid problem solving/conceptual thinking

Desired Qualifications:
• Understanding of Preferred clients and business
• Experience responding to Audits and/or Regulatory Examinations
• Experience working within Consumer Investments operations
• Detailed knowledge of strategy deployment and process improvement

Enterprise Job Description:
Accountable for a product initiative within the enterprise strategy and performance goals for one of the Customer Segments (i.e. Retail, Preferred & Small Business). Partners with Product(s) and Channel(s) teams to drive strategy and integrate delivery to ensure the customer view is at the forefront of decisions in the achievement of goals. Accountable for segment initiatives/ investments/ activities and performance. Accountable for decisions, including process changes, based on VOC feedback and customer analytics.

Minimum Education Requirement: High School Diploma / GED / Secondary School or equivalent

Shift:
1st shift (United States of America)

Hours Per Week:
40

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