Business Strategy & Initiatives Mgr - Change Management Lead

Bank of America • Scranton, PA

2d • $115,000 - $175,000 • Onsite

About The Position

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! Job Description: This job is responsible for supporting the development and execution of strategic initiatives and/or processes aligned to priorities within a functional area and/or business. Key responsibilities include defining, developing, executing, monitoring, and/or refining strategic initiatives and processes in close collaboration with key stakeholders and internal partners. Client Services is a dynamic, fast-paced organization serving millions of clients across Consumer & Small Business. With the pace of change accelerating—especially with the growth of AI, digitization, and modernization—we need a strong, strategic leader to build, mature, and centralize our change capabilities. This role is critical to shaping the future of how Client Services activates strategy, manages change, and drives strong outcomes across a large-scale organization. This Change Management Lead role is responsible for building, deploying, and managing the Strategy Activation Model and its supporting pillars, driving change across a complex and distributed organization. This includes developing centralized routines, simplifying processes across segments, maturing governance, and ensuring change efforts are well‑controlled, policy‑aligned, and impactful. The leader will partner closely with Client Services leadership, Horizontal Process Owners, Transformation, Client Experience, and other enterprise teams to ensure change is effective, well‑prioritized, and aligned to our strategic agenda.

Requirements

• 7+ years experience in change management, transformation, governance, or large-scale operational leadership.
• Experience building change frameworks, playbooks, or operating models.
• Experience with materiality assessments, UCRA, CAST lifecycle management, and enterprise change tools.
• Demonstrated ability to influence senior leaders and drive alignment across segments and partner organizations.
• Strong understanding of governance routines, risk assessment, and change controls.
• Ability to lead through ambiguity, build structure from the ground up, and operationalize new processes.
• Strong communication skills with the ability to translate complex topics into clear, actionable guidance.
• Proficiency in Microsoft Outlook, Word, PowerPoint, and Excel.
• High School Diploma / GED / Secondary School or equivalent
• Business Acumen
• Critical Thinking
• Customer and Client Focus
• Result Orientation
• Analytical Thinking
• Collaboration
• Oral Communications
• Stakeholder Management
• Adaptability
• Innovative Thinking
• Planning
• Prioritization
• Change Leadership & Governance
• Operating Model & Framework Design
• Risk Assessment & Materiality
• Strategic Prioritization & Portfolio Management
• Cross-Functional Collaboration
• Stakeholder Influence & Executive Communication
• Process Improvement & Standardization
• Controls Management & Compliance
• Problem Solving & Structured Thinking
• Continuous Improvement & Transformation Leadership

Nice To Haves

• Experience in Client Services or similar high‑volume, frontline servicing environments.
• Background in continuous improvement, operating model design, or process optimization.
• Experience with SharePoint dashboards, PPRT, and enterprise execution routines.
• Knowledge of how change impacts frontline teammates and client experience.
• Understanding of regulatory expectations and compliance frameworks related to change.

Responsibilities

• Builds and/or executes business initiatives and/or processes, while partnering with stakeholders and partners
• Solves complex problems and delivers on business initiatives and processes by applying subject matter expertise and technical knowledge of the business
• Engages with key stakeholders, partners, and business leadership to deliver on business objectives
• Performs analytics, assessments, and/or interpretation of data and/or information to identify business opportunities, derive insights, and measure outcomes
• Develops strategic and tactical plans to drive progress towards business goals and objectives
• Build, deploy, and manage the Strategy Activation Model and supporting pillars for Client Services.
• Lead change management across a large and complex organization, simplifying and centralizing processes where possible.
• Reduce volume and complexity across 600+ CAST entries by driving prioritization and focusing on the most impactful work.
• Partner closely with Horizontal Process Owners, Transformation, and Client Experience teams to ensure change is coordinated, strategic, and well-executed.
• Lead and continuously improve change intake processes, ensuring initiatives are properly classified and fully documented.
• Ensure adherence to Consumer Change Governance, including UCRA, materiality assessments, and policy compliance.
• Oversee and enhance governance routines, ensuring documentation, decisions, and approvals meet enterprise expectations.
• Maintain a centralized and accurate change portfolio with dashboards and reporting for leadership visibility.
• Drive annual and continuous planning submissions, ensuring alignment to strategic priorities and capacity considerations.
• Lead the 'A Place to Be Heard' and Speak Up! channels for continuous improvement, capturing frontline ideas and closing the loop.
• Create standardized templates, procedures, and process maps to drive consistency and efficiency across Client Services.
• Identify systemic gaps and lead transformation efforts to improve intake, governance, reporting, and control routines.
• Models an inclusive environment for employees and clients, aligned to company Great Place to Work goals.
• Demonstrates deep process knowledge, operational excellence and innovation through a focus on simplicity, data based decision making and continuous improvement.
• Communicates enterprise decisions, purpose, and results, and connects to team strategy, priorities and contributions.
• Ensures proper risk discipline, controls and culture are in place to identify, escalate and debate issues.
• Provides inspection, coaching and feedback to motivate, differentiate and improve performance.
• Actively manages expenses and budgets in alignment with objectives, making sound financial decisions.
• Assesses talent and builds bench strength for roles across the organization.
• Delivers results by effectively prioritizing, inspecting and appropriately delegating team work.

Benefits

• This role is eligible to participate in the annual discretionary plan. Employees are eligible for an annual discretionary award based on their overall individual performance results and behaviors, the performance and contributions of their line of business and/or group; and the overall success of the Company.
• This role is currently benefits eligible.
• We provide industry-leading benefits, access to paid time off, resources and support to our employees so they can make a genuine impact and contribute to the sustainable growth of our business and the communities we serve.
• Bank of America is committed to help employees through the transition period when they’re displaced as a result of a workforce reduction, realignment or similar measure.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED