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 is core to how we drive Responsible Growth. This includes our commitment to being an inclusive workplace, attracting and developing exceptional talent, supporting our teammates’ physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve.

Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations.

At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!
 

Position Summary:

The Relationship Manager serves as a trusted advisor and strategic partner to senior leadership, enabling CTI priorities through strong governance, stakeholder engagement, and operational oversight. The role combines relationship management with process engineering expertise to drive process maturity, risk management, operational excellence, and technology-enabled transformation across a global technology organization.

Responsibilities:

• Serve as the primary liaison between CTI divisions, Process Owners, and the Process Management community
• Partner with stakeholders to drive process governance, risk management, and continuous improvement initiatives
• Collaborate with business, technology, and risk partners to address operational and compliance risks
• Influence stakeholders at all levels to foster accountability, operational excellence, and a culture of continuous improvement
• Design and enhance operational processes, controls, metrics, and governance practices to support scalable, risk-aligned outcomes
• Provide guidance on process design, control frameworks, and remediation strategies to support regulatory and operational requirements
• Analyze process, risk, and performance data to identify trends, control gaps, and improvement opportunities
• Lead automation, workflow modernization, and process simplification initiatives to improve efficiency and transparency
• Manage CTI process inventory, ensuring effective oversight of process, risk, control, and metric performance
• Establish governance routines, dashboards, and reporting to monitor process health, compliance, and operational performance
• Prepare and deliver executive-level reporting, governance updates, and risk-related communications
• Leverage Jira, analytics tools, and workflow technologies to improve process visibility, observability, and performance measurement

Required Qualifications:

• 5+ years of experience in process governance, operational risk management, or technology process architecture within a large‑scale enterprise technology environment
• Strong stakeholder management, communication, and executive influencing skills
• Expertise in process design, control frameworks, governance, and risk management practices
• Experience developing dashboards, KPIs, metrics, and performance reporting
• Strong analytical, problem-solving, and root cause analysis capabilities
• Experience using Jira and workflow management tools to support delivery and governance activities
• Proficiency in data analysis and reporting tools, including Excel, PowerPoint, and Tableau
• Proven ability to lead process improvement initiatives and deliver measurable outcomes

Desired Qualifications

• Experience with process engineering, process architecture, process mining, or workflow technologies
• Experience with Power BI, ServiceNow, Jira dashboards/JQL, or similar analytics and workflow platforms
• Lean Six Sigma, Agile, ITIL, COBIT, PMP, or related certifications
• Experience leading automation, simplification, or AI-enabled process improvement initiatives
• Financial services, technology infrastructure, or regulated industry experience
• Experience implementing process observability, performance measurement, or governance transformation programs

Skills

• Stakeholder Relationship Management
• Executive Communication & Influence
• Governance & Risk Management
• Process Engineering
• Process Architecture
• Process Design & Controls
• Requirements & Workflow Management
• Jira Expertise
• Operational Analytics
• Data Analysis & Reporting
• Process Intelligence
• Process Observability
• Automation & Simplification
• Strategic Thinking
• Root Cause Analysis
• Trusted Advisory
• Continuous Improvement
• Cross-Functional Collaboration

Shift:

Hours Per Week: