Business Control Manager - Client Services
About The Position
At Bank of America, the Business Control Manager is responsible for leading and executing on internal control discipline and operational excellence within a Line of Business (LOB) or Enterprise Control Function (ECF). This involves executing LOB or ECF processes and tools to drive adherence to enterprise-wide standards. Key expectations include supporting the implementation of quality assurance and quality control processes within the LOB or ECF through ongoing monitoring and testing of controls, identifying issues and control improvements for remediation, and building out action plans and milestones. The role also functions as a Relationship Manager, responsible for managing and strengthening relationships with core Segment leaders, serving as the primary point of contact for Client Services, and ensuring business needs are met through proactive engagement, support, and seamless coordination across internal teams. Bank of America is committed to an in-office culture with specific requirements for office-based attendance, allowing for an appropriate level of flexibility based on role-specific considerations.
Requirements
- 5+ years of Business Control, Risk Management, or Control Oversight experience
- Experience supporting client‑facing or segment‑aligned business teams
- Experience partnering with Legal, Compliance, Risk, and Audit functions
- Demonstrated experience leading or supporting change management initiatives (UCRA/CAST)
- Strong understanding of controls, governance, and documentation requirements
- Experience navigating matrixed organizations and influencing across segments within the business
- Prior support of emerging risk identification, issue remediation, risk mitigation, or process improvement efforts
- Experience presenting insights and recommendations to senior management
- Controls Management
- Oral Communications
- Risk Management
- Stakeholder Management
- Strategy Planning and Development
- Continuous Improvement
- Drives Engagement
- Influence
- Strategic Thinking
- Talent Development
- Data and Trend Analysis
- Decision Making
- Monitoring, Surveillance, and Testing
- Problem Solving
- Quality Assurance
Nice To Haves
- Experience analyzing complaints, performance metrics, and risk indicators
- Working knowledge of operational risk, issue management, and escalation frameworks
Responsibilities
- Leads the assessment of the design and effectiveness of the risk and control environment to support Client Operational Services and ensure adherence to enterprise-wide standards
- Performs monitoring and testing of controls, identifying issues and control improvements for remediation
- Leads the implementation of optimized controls and enhanced Quality Assurance (QA) practices to support business continuity efforts
- Manages the performance and productivity of team members that conduct quality inspection reviews
- Ensures timely execution of QA activities including control execution, case management, and results reporting
- Manages and reviews all operations front line unit responses for regulatory exams, internal audits, and other monitoring and inspection reviews
- Ensures accuracy of data and that relevant information is captured for inspection metrics to support governance for dashboard reporting
- Builds and maintains strong, long‑term relationships with segment partners by understanding their goals, challenges, and business needs
- Conducts regular check‑ins, business reviews, and strategic conversations to ensure segment partners are fully supported
- Serves as the escalation point for emerging risk identification and work cross‑functionally to resolve issues quickly and effectively
- Partners with internal teams to help build cross functional and horizontal views of impacts
- Able to work with various levels of management including Risk and Legal partners
- Uses complaints, performance data, and industry trends to anticipate needs and recommend solutions
- Ability to influence and assist the business to meet its needs and documentation requirements for change management
Benefits
- Industry-leading benefits
- Access to paid time off
- Resources and support to our employees
- Eligible to participate in the annual discretionary plan
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
