Business Support Manager II

Bank of America•Jacksonville, FL

2d•$100,000 - $150,000•Onsite

About The Position

Merrill Wealth Management is a leading provider of comprehensive wealth management and investment products and services for individuals, companies, and institutions. Merrill Wealth Management is one of the largest businesses of its kind in the world specializing in goals-based wealth management, including planning for retirement, education, legacy, and other life goals through investment advice and guidance. Merrill’s Financial Advisors and Wealth Management Client Associates help clients pursue the life they envision through a personal relationship with their advisory team committed to their needs. We believe trust comes from transparency. Our trusted advisory teams are equipped with access to the investment insights of Merrill coupled with the banking convenience of Bank of America. Merrill 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 Merrill, we empower you to bring your whole self to work. We value diversity in our thoughts, business, and within our employees and clients. Our Wealth Management team represents an array of different backgrounds and bring their unique perspectives, ideas and experiences, helping to create a work community that is culture driven, resilient, results focused and effective. Job Description: Manages diverse administrative functions usually for a very large, complex department or for a complete line of business that may be regional or national in scope, often requiring associates in one or more location. Functions managed may include: financial control/budgeting and consolidation, personnel processes, audit/compliance, premises, and coordination of certain projects, associate training, service quality, process improvement, business continuity, or communication. Consults with senior management in evaluating current methods and developing strategies to implement changes and improvements. Requires a thorough knowledge of the department or business units functional area or products. Working knowledge of general bank policies, programs and procedures and financial/accounting practices. Generally has full management responsibility over a relatively large team and may manage one or more levels of managers. Leads the support/administrative functions for a somewhat large department usually at a local level. Responsibilities may include budget analysis and recommendations, operations analysis, identification and resolution of work flow issues, associate training, service quality, process improvement. Resolves personnel, audit and/or budget issues by researching and analyzing unusual problems, administers bank programs and policies and provides interpretation to department. Requires an in-depth knowledge of bank policies and programs and of the departments functional operations. May direct workflow activities. The Business Support Manager will lead the development, implementation, and oversight of the WMCC risk framework to ensure operational health, regulatory compliance, and control effectiveness. This role requires strong analytical skills, strategic thinking, and the ability to collaborate across multiple teams to embed risk management into daily operations. Managerial Responsibilities: This position may also have responsibilities for managing associates. At Bank of America, all managers at this level demonstrate the following responsibilities, in addition to those specific to the role, listed above. Opportunity & Inclusion Champion: Models an inclusive environment for employees and clients, aligned to company Great Place to Work goals. Manager of Process & Data: Demonstrates deep process knowledge, operational excellence and innovation through a focus on simplicity, data based decision making and continuous improvement. Enterprise Advocate & Communicator: Communicates enterprise decisions, purpose, and results, and connects to team strategy, priorities and contributions. Risk Manager: Ensures proper risk discipline, controls and culture are in place to identify, escalate and debate issues. People Manager & Coach: Provides inspection, coaching and feedback to motivate, differentiate and improve performance. Financial Steward: Actively manages expenses and budgets in alignment with objectives, making sound financial decisions. Enterprise Talent Leader: Assesses talent and builds bench strength for roles across the organization. Driver of Business Outcomes: Delivers results by effectively prioritizing, inspecting and appropriately delegating team work.

Requirements

Strong understanding of SPI frameworks, control testing, and issues management methodologies.
Experience identifying and executing process improvements that simultaneously strengthen risk mitigation, improve operations efficiency, and enhance both client and employee experience.
5+ years of experience in business controls, risk management, or operations oversight, preferably in a contact center environment.
Demonstrated ownership, integrity, and accountability in day-to-day work.
Self-starter who is motivated, reliable and able to work independently and collaboratively without the need for continuous direction.
Strong verbal and written communication skills, with the ability to synthesize and present complex information to a variety of stakeholders including executive leadership.
Proven ability to work collaboratively while managing multiple priorities and stakeholders under pressure; highly organized with strong follow-through and escalation judgment.
Excellent analytical and problem-solving skills, with a keen attention to detail.

Responsibilities

Develop and implement WMCC Risk framework (KRIs, vendor management, ledger oversight, procedure attestation, operational loss/ near miss, KRI dashboard) to evaluate operational health, ensure regulatory compliance, and measure control effectiveness.
Lead periodic self-assessments across WMCC, ensuring consistency, accuracy, and timely execution. Analyze results to identify trends, root causes, and opportunities for improvement.
Partner with segment leaders to standardize approach into daily risk routines and performance management.
Own the end-to-end lifecycle of operational issues, from identification and documentation to resolution and closure. Maintain a centralized issues log and ensure timely updates, escalation, and reporting.
Lead risk assessments for onboarding and offboarding new functions to ensure seamless integration and control alignment.
Collaborate with internal stakeholders, including compliance, audit and operational teams, to ensure a cohesive approach to risk governance
Provide insights and reporting highlighting key risk indicators, issue trends, aging, and resolution effectiveness to senior leadership.
Serve as a key liaison between WM Client Care risk functions to ensure alignment on control priorities.
Facilitate working groups to address cross-functional risks and share best practices.
Support change initiatives by assessing control impacts and ensuring readiness across teams. Complete horizontal issue impact assessments to determine applicability.
Foster a culture of continuous improvement and proactive risk management.
Stay abreast of industry trends, regulatory changes, and emerging risks to proactively enhance the risk framework

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.

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