Compliance & Operational Risk Manager - Client Services

Bank of America•Charlotte, NC

3d•Onsite

About The Position

This role is a Global Compliance & Operational Risk (GCOR) Manager responsible for second line risk coverage of Client Services across Consumer and Small Business products, including contact center, digital, and social media servicing for deposit and lending activities. The role leads a team of risk officers and sets the risk-based coverage strategy, providing independent oversight and effective challenge to the Front Line Unit (FLU), including review of the Single Process Inventory (SPI) and alignment of risks, controls, and metrics. This includes oversight of key FLU transformation initiatives, including deployment of AI-enabled capabilities (e.g., EricaAssist) and other artificial intelligence proof-of-concept implementations, ensuring appropriate risk identification, control design, and regulatory alignment. Key responsibilities include oversight of risk assessments, monitoring, testing, and issue validation; ensuring effective control performance and remediation; and guiding the business on regulatory requirements. The role also aggregates and escalates key risks, delivering transparency and driving control improvements across high-volume, customer-facing servicing activities. Responsible for GCOR oversight of 29 processes within FLU (70% are Very High or High Risk).

Requirements

Minimum of seven years of relevant experience
Experience leading teams through significant business, regulatory, technology, or organizational change initiatives.
Deep knowledge of Consumer regulatory environment
Understanding of call center operations, servicing processes, and tools
Strong grasp of operational risk concepts and frameworks
Relationship management and stakeholder engagement skills
Strong interpersonal and team collaboration skills
Solid project management and organizational capabilities
Ability to manage multiple priorities in a fast-paced environment
Proven ability to work under pressure and meet tight deadlines
Self-starter with flexibility and strong drive
Excellent written and verbal communication, including executive-level presentations

Nice To Haves

Bachelor’s Degree in a related field
Experience in financial services and/or a similarly regulated sector
Change Management
Credible Challenge
Issues Management & Resolution
Process Management & Inventory
Regulatory Knowledge
Risk Identification & Assessment
Products, Services & Acumen - Client Services across Consumer & Small Business
Compliance Risk Principles
Compliance & Operational Risk Program Management
Operational Risk Principles
Advisory
Monitoring, Surveillance, and Testing
Regulatory Compliance Reporting
Risk Management
Critical Thinking
Influence
Interpret Relevant Laws, Rules, and Regulations
Issue Management
Policies, Procedures, and Guidelines Management
Leadership
Coaching and Development
Written Communications
Executive Presence

Responsibilities

Assesses risks and effectiveness of Front Line Unit (FLU) processes and controls to ensure compliance with applicable laws, rules, and regulations, while responding to regulatory inquiries, other audits, and examinations
Engages in activities to provide independent compliance and operational risk oversight of FLU or Control Function (CF) performance and any related third party/vendor relationships in alignment with the Global Compliance - Enterprise Policy, the Operational Risk Management - Enterprise Policy (collectively the Policies) and the Compliance and Operational Risk Management Program and Standard Operating Procedures
Identifies and escalates problems or issues that arise and drives actions to address the root causes that lead to compliance risk issues and/or operational risk losses
Manages inventory of processes, risks, controls, and associated metrics for risk appetite and limits, reporting violations of compliance or regulatory activities
Assists in the development of independent risk management reporting for respective area(s) of coverage as input into country/regional governance and management routines
Analyzes and interprets applicable laws, rules, and regulations to provide clear and practical advice to stakeholders, and identify and manage risks
Reviews and challenges FLU/CF process, risk, Single Process Inventory, and FLU/CF Risk and Control Self-Assessment related to themes or trends, while monitoring the regulatory environment to identify regulatory changes applicable to area(s) of coverage
Lead, coach, and develop a team of Compliance and Operational Risk officers, fostering a culture of accountability, continuous improvement, and effective risk management.