Business Control Manager - Complaints Program Manager

Bank of America•Lincoln, NE

1d•$104,000 - $159,900•Onsite

About The Position

The Complaints Program Manager serves as a strategic leader and business manager for the Consumer Investments complaints program, with end-to-end accountability for overseeing performance, identifying risks, and driving enhancements across the complaints lifecycle. This role is highly visible and acts as the face of the program to senior leadership, control partners, and external stakeholders. The role is responsible for translating complex complaints data into clear, actionable insights, defending program performance, and influencing outcomes through strong partnership and leadership. This individual will lead root cause identification, develop and execute strategic initiatives, and continuously evolve the complaints program to enhance client experience, strengthen controls, and improve operational efficiency.

Requirements

Strategic thinker with the ability to translate complaints and control expertise into actionable insights across all levels of the organization.
Strong collaborator and team player, capable of partnering with peer program managers and cross-functional stakeholders to drive execution of strategic initiatives that enhance the Consumer Investments complaints experience.
Demonstrated ability to prioritize, track, and drive execution of multiple workstreams, including enforcing accountability across lines of business and peer groups.
Strong business judgment with the ability to differentiate between signal and noise and prioritize actions accordingly.
Proven leadership capability, including leading through change, driving process improvements, and delivering measurable, sustainable results.
Proponent of AI and emerging technologies, with the ability to identify, pursue, and deliver initiatives that streamline processes, reduce manual effort, and enhance control effectiveness.
Ability to influence stakeholders through effective negotiation, persuasion, and strong relationship-building skills.
Self-starter with the ability to manage multiple priorities simultaneously in a fast-paced, highly regulated environment.
Demonstrated ability to operate independently with limited direction in ambiguous or evolving environments.
Comfort operating in high-pressure, highly visible environments with frequent challenge from senior leadership and control partners.
Strong Microsoft Excel and PowerPoint skills, with the ability to synthesize data, leverage automation where appropriate, and tell a clear, compelling story at the executive level.
Advanced Excel proficiency required, including the ability to independently analyze datasets, validate outputs, and challenge underlying assumptions.
Experience leveraging data mining and data transformation tools (e.g., Power Query, SQL) to support analysis, reporting, and decision-making.
Strong written, verbal, and presentation communication skills.
Proven ability to develop and deliver executive-ready narratives that clearly articulate performance, risk, and actions.
Demonstrated ability to perform statistical and trend analysis to identify patterns, risks, and outlier metrics.
Demonstrated ability to represent and defend positions using data, including in high-pressure or highly visible forums.
Strong ownership mindset with a desire to understand processes end-to-end and operate as a business owner.
Working knowledge of the brokerage industry, internal brokerage policies and procedures, and complaint mitigation strategies.

Nice To Haves

Understanding of Consumer Investments clients and business.
Complaints process knowledge and/or willingness to learn process nuances.
Previous management experience.
Experience interacting with regulators, Audit, Risk, or Legal partners in a governance or oversight capacity.
Experience building or enhancing surveillance frameworks, KPIs, or risk monitoring routines.
Background in complaints management, business controls, risk, audit, or similar oversight functions.
Experience driving cross-functional remediation or large-scale process improvements.
Familiarity with AI-enabled tools (e.g., Copilot) and applying them to analytics, reporting, or workflow optimization.

Responsibilities

Identify, socialize, and remediate complaints-related process gaps, both independently and in partnership with business process owners.
Serve as a business manager for the complaints program, maintaining a holistic view of performance, risks, and strategic priorities across Consumer Investments.
Lead root cause analysis across complaint trends and drive sustainable, cross-functional remediation.
Proactively identify leading indicators of client dissatisfaction and routinely share insights with business owners, holding them accountable for timely mitigation of identified issues.
Drive enhancement of complaints surveillance, including identifying new monitoring approaches, metrics, and leading indicators of client dissatisfaction.
Ensure surveillance aligns to evolving risks, regulatory expectations, and business priorities.
Identify and execute on innovation opportunities, including process automation, AI enablement, and improved data utilization.
Drive execution of the complaints strategy and routinely represent complaints performance and outcomes in internal and external stakeholder forums.
Represent and defend complaints performance in executive, regulatory, audit, and risk forums, clearly articulating results, drivers, and actions.
Own development of executive-level narratives and materials, translating data into clear, compelling storylines.
Host a monthly Executive Complaints forum, driving discussion, challenge, and alignment on results, risks, and actions with senior leadership.
Establish and lead routine engagements with aligned business partners to review results, discuss mitigation opportunities, and track progress.
Identify emerging risks and partner with owners to ensure appropriate and sustained remediation.
Own end-to-end accountability for complaints program outcomes, including ensuring issues are identified, escalated, and remediated effectively.
Monitor regulatory priorities and incorporate them into overall complaints program strategy.
Act as the primary interface with regulators, Audit, Legal, and Risk, including responding to inquiries, feedback, and challenges.
Drive execution of key strategic and cross-functional initiatives, including process efficiency and risk-mitigation efforts.
Proactively challenge business partners, assumptions, and existing processes to ensure a strong control environment and optimal client outcomes.
Track, monitor, and report performance metrics across the complaints organization.
Leverage advanced Excel, data mining, and data transformation tools (e.g., Power Query, SQL), as well as automation and AI-enabled analytics, to independently validate insights, enhance reporting, and inform decision-making.
Provide weekly complaints performance updates to leadership.
Reinforce complaint and escalation identification, capture, and resolution best practices.
Conduct deep-dive analyses to identify systemic complaints process opportunities.
Produce ad hoc reporting and analysis in response to leadership or stakeholder requests.