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 analyzing processes, documenting business case opportunities, and implementing process improvement/transformation initiatives in support of Operational Excellence objectives. Key responsibilities include supporting the execution of change initiatives which may result in cost efficiencies, quality, productivity, and risk mitigation. Job expectations include working with business leaders and subject matter experts, ensuring collaboration and transparency across integrated business and technology teams, and driving execution of solutions within the budget and timeline.

In this role, you will serve as a Process Delegate supporting assigned processes within the Client Care and Resolution Single Process Inventory (SPI). Key focus areas include developing a thorough understanding of the end-to-end process, maintaining accurate and complete process documentation, monitoring process and control health, and coordinating required deliverables on behalf of the Process Owner. You will partner with business leaders, subject matter experts, Control and Metric Owners, and other key stakeholders to identify risks, analyze performance, support action plans, and advance process improvements that strengthen controls, efficiency, quality, productivity, and the client experience.

Responsibilities:

• Support the Process Owner in executing process-management responsibilities and completing required SPI deliverables
• Coordinate with business leaders, subject matter experts, Control Owners, Metric Owners, and support partners to gather, validate, and maintain required process information
• Maintain accurate end-to-end process maps and documentation, including process steps, controls, metrics, risks, systems, handoffs, and client impacts
• Monitor process and control performance, identify trends or exceptions, and escalate material concerns to the Process Owner and appropriate stakeholders
• Facilitate process-governance routines, working sessions, and reviews by preparing materials, documenting decisions, tracking commitments, and driving follow-up actions
• Review key processes and control metrics, support root-cause analysis, and coordinate action plans to address performance gaps, issues, and risks
• Track line of business process requirements, deadlines, attestations, and action items to support timely and accurate completion
• Assess workflows against process-management and risk-management standards and raise documentation, control, or ownership gaps for resolution
• Support responses and evidence gathering for regulatory exams, internal audits, assessments, and other monitoring or inspection reviews
• Capture stakeholder feedback & voice of the customer data to simplify, standardize, or strengthen processes before technology enhancement or automation
• Partner with the Process Owner and Operational Excellence resources to document, prioritize, and advance improvement opportunities, including business-case inputs where needed
• Support implementation and sustainment of approved process enhancements, control improvements, training updates, and procedure changes
• Use data, analytics, and critical thinking to translate process issues into clear recommendations and measurable improvement opportunities

Required Qualifications:

• 2 or more years relevant Risk Management and/or Client Protection work experience
• In-depth knowledge of Complaints, Claims, Fraud and/or Client Protections processes, controls, and supporting systems
• Knowledge and/or Experience with Single Process Inventory and process governance frameworks, standards, tools, and routines
• Experience in business controls, issues or management
• Experience using data and process performance metrics to identify trends, risks, and improvement opportunities
• Process management, with experience in process mapping or root-cause analysis
• Experience supporting audits, regulatory reviews, or risk and control assessments

Desired Qualifications:

• Experience with Complaints, Fraud and Claims workflow tools (i.e. CTR, EPIC, ENG, BASS, FLASH)
• Strong written and verbal communications skills sufficient to professionally interact effectively with all levels of management
• Comfortable with multi-tasking and prioritization
• Able to work independently in a fast-paced environment, while working cohesively in a team setting
• Excellent time management skills; responsible for day-to-day resolution of complex problems, including research
• Ability to lead complex projects and continually utilize independent judgment
• Must be a self-starter who demonstrates a high level of initiative with the ability to coordinate projects such as associate training, communication plans, process, and performance improvement efforts
• Ability to plan and facilitate meetings, prepare materials.
• Proficient Microsoft Office skills (PowerPoint, Word, SharePoint, and Excel)
• Proven ability to build effective cross-functional partnerships and collaborate with Process Owners, Control Owners, Metric Owners, and other stakeholders
• High attention to detail and a commitment to accurate, complete, and audit-ready process documentation

Skills:

• Active Listening
• Data Collection and Entry
• Process Mapping
• Project Management
• Reporting
• Continuous Improvement
• Critical Thinking
• Data Visualization
• Process Design
• Strategic Thinking
• Administrative Services
• Business Process Analysis
• Process Effectiveness
• Process Performance Measurement
• Process Simplification

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: