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 Summary:
This job is responsible for leading a group of team leaders and employees who develop strategies and drive analytics to understand portfolio risk, increase profitability, and optimize operational performance. Key responsibilities include setting strategic priorities for the team, identifying trends, and leading efforts to maximize risk versus return for the business unit. Job expectations include using data and analytics to solve complex problems, coaching employees, and partnering across technology, product, and risk leadership to drive performance.

The role will support daily, weekly, and monthly business reviews and will partner across Operations, Strategy, Capacity, Finance, Human Resources, and Loss Forecasting. It will also provide opportunities to strengthen business acumen, Excel proficiency, and executive presentation skills.

Responsibilities:

• Establishes department-wide strategies and oversees portfolio trend analysis, forecasting, and risk/control performance
• Leads innovation by identifying and championing large scale initiatives that improve the risk management, profitability, and control oversight of risks for the business unit
• Identifies business trends based on economic and portfolio conditions and communicates findings to senior management
• Coaches employees on best practices for structuring complex problems, performing analysis, and communicating the results and implications of their work
• Builds and maintains strategic relationships with peers and counterparts across product, technology, and business control function
• Assessing business risks and ensuring compliance with regulations and service-level agreements.
• Optimizing expenses, shrinkage, and overtime through effective resource management.
• Identifying resource flexibility opportunities across 3, 6, and 12-month horizons.
• Developing capacity-planning and gearing ratios for non-operational teams.
• Partnering with the Forecast Transformation Lead to deliver solutions aligned with Workforce Strategy requirements.
• Evaluating initiative sizing and coordinating with Capacity, Workforce, Loss Forecasting, and Reporting teams.
• Serving as an operational subject matter expert, challenging existing practices and improving efficiency through resource flexibility.
• Leading recurring stakeholder and executive routines while maintaining a consistent reporting cadence.
• Establishing feedback loops to demonstrate how resource levers address business needs and reduce shrinkage.
• Developing a compelling vision and data-driven business cases for site strategy and resource management initiatives.
• Partnering with executive leaders and process owners to define and advance data priorities.
• Partnering with Reporting to ensure data accuracy and define intake processes, dashboard metrics, self-service capabilities, and KPI requirements across platforms and systems of record.

Required Qualifications:

• 4+ years’ experience in workforce management, project management or business support.
• Knowledge of workforce forecasting and headcount demand drivers.
• Skilled at translating complex data into compelling narratives and visualizations that drive understanding, influence decisions, and support business outcomes.
• Ability to synthesize data and identify relationships across topics.
• Strong problem-solving skills and intellectual curiosity.
• Ability to communicate effectively with leaders at all levels.
• Strong attention to detail.
• Strong organizational skills with a record of meeting deadlines.
• Proven ability to build relationships and collaborate across teams and organizational levels.
• Proficient in Excel, PowerPoint, and Word

Desired Qualifications:

• 5+ years of experience in workforce management, business support, or leadership.
• Client Protection experience, including Claims or Fraud Detection.
• Capacity planning experience.
• Project management experience.
• Reporting and analytics experience.

Skills:

• Business Case Analysis
• Fraud Management
• Leadership Development
• Measurement Effectiveness
• Strategy Planning and Development
• Analytical Thinking
• Benchmarking
• Business Process Analysis
• Critical Thinking
• Influence
• Data Mining
• Issue Management
• Recruiting
• Relationship Building

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: