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Preferred Business Controls Manager

3 months 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 Preferred Business Controls Manager will oversee a team of highly specialized associates responsible for complaints reporting and controls oversight.

The role's primary objectives will be to conduct reviews and analysis of customer complaints with a focus on identification of gaps, issues and areas of opportunity for ongoing process risk mitigation within the business. The role will also require the successful candidate to maintain and analyze key metrics and design/drive remediation when out-of-tolerance results are identified.

Initiatives will focus on risk management and operational excellence across Consumer Investments and Financial Center, driving integration where appropriate of complaints processes, further streamlining existing frontline processes, associate/client experience, and support and design of the overall Consumer Investments/Financial Center complaints strategic vision.

The role's responsibilities include (but are not limited to):
• Performing deep dive analysis of executive escalation, regulatory and overall complaint data to identify mitigation opportunity
• Proactively identifying emerging risks from complaint data for immediate escalation and resolution
• Designing and driving reporting and/or research driven by complaint data and other relevant and critical information (client attributes, market data, macroeconomics)
• Socialization and presentation to senior leadership team, showcasing the outcome of analysis, and reporting for awareness or agreement on solution prioritization
• Actively representing the Preferred Complaints Organization in successfully addressing audit, risk and regulatory questions and challenges
• Partnering with technology to drive complaint process optimization through introduction of AI and/or enhancement of complaint tools focusing on streamlining capture and reporting

Required Qualifications:
• Understanding of Preferred (Consumer Investments and Financial Center) clients
• Demonstrates leadership, leading through change and process improvements to deliver results
• Superior MS Excel and PowerPoint skills with ability to tell story on paper at executive level
• Demonstrated ability to track and drive execution on priorities, including driving accountability across lines of business and peer group
• Self-starter able to work independently, with minimal oversight and guidance
• Strong organization skills, including the ability to manage multiple responsibilities, prioritize and meet deadlines
• Strong communication/presentation skills
• Comfort in challenging the status quo to identify opportunities that will develop and refine our policies and procedures, working closely with the business, operations, and policy partners
• Ability to influence others with effective negotiating skills
• 5 or more years work experience in financial services
• Knowledge of brokerage and/or banking industry, internal policies and procedures and mitigation strategies
• Ability to influence others with effective negotiating skills

Desired Qualifications:
• Series 7, 66 and 9/10 a plus
• Previous management and/or audit experience preferred
• Business Controls or Quality Assurance experience a plus

Shift:
1st shift (United States of America)

Hours Per Week:
40