Portfolio Manager - Client Services Process Health Assessments

Bank of America • Jacksonville, FL

7d • $127,000 - $158,000

About The Position

This job is responsible for managing portfolio/programs specific to change initiatives, providing a products and services, or executing a function. Key responsibilities include leading cross-functional strategic initiatives for a line of business by ensuring delivery of outcomes from portfolio investments. Job expectations include using a business centric mindset with sound judgment and a tailored approach to communicating and influencing both vertically and horizontally to drive results, while prioritizing risk management and strategy development. The Portfolio Manager - Process Health Assessments is responsible for driving the strategy, planning, and execution of comprehensive, end‑to-end process health assessments across Client Services . This role partners closely with the FLU, operations, risk, and control teams to identify systemic opportunities, enhance client experience, mitigate risk, and improve associate experience. The Process Health Assessment team is distinct in its holistic review of processes, evaluating performance through a 360‑degree lens—including metrics, controls, SPIs, procedures, complaint data, call and chat reviews, Voices survey feedback, and back‑office processes. The Portfolio Manager ensures assessments deliver clear, actionable insights that improve outcomes for clients, strengthen controls, and support Bank of America’s commitment to operational excellence and being the best place to work and bank.

Requirements

• 5+ years of strong experience analyzing data across multiple inputs (metrics, complaints, controls, quality reviews, surveys, etc.) to develop holistic insights
• Demonstrated ability to lead complex initiatives and manage a portfolio of work with competing priorities
• Strong analytical skills with the ability to identify root cause versus symptom
• Exceptional written and verbal communication skills, including experience delivering executive‑level reporting
• Proven ability to influence and partner across lines of business, operations, and control functions

Nice To Haves

• 5+ years of experience in Client Services
• 3+ years of leadership experience
• Business Controls experience
• Understanding of complaint management, quality assurance, and regulatory or risk frameworks
• Strong critical thinking skills with attention to detail and a continuous improvement mindset
• Ability to balance client advocacy, risk management, and business practicality
• Passion for improving both client experience and associate experience
• Skills: Business Process Analysis Customer and Client Focus Project Management Risk Management Strategy Planning and Development Controls Management Process Design Process Simplification Stakeholder Management Strategic Thinking Analytical Thinking Change Management Influence Innovative Thinking Presentation Skills

Responsibilities

• Manages and drives success around line of business performance in key operational and high risk metrics through detailed routines, initiatives, and technology improvements
• Serves as a primary contact to executive leadership and key partners to communicate change initiatives and gain support for the execution of projects and programs
• Monitors process or key metric performance to identify issues and proactively offers solutions to mitigate risk
• Hosts and actively participates in critical line of business meetings to provide regular updates on change initiatives and performance requirements and influences others to help drive success
• Manages strategies and controls to address policy, technology, environmental, and operational gaps
• Acts as a subject matter expert for all line of business products to help design procedures, policies, or career progression models that will enhance the associate and client experience
• Leads people that help support cross functional and high impact strategic initiatives, either directly or through dotted line engagement
• Owns the end‑to-end portfolio management of process health assessments, from intake and prioritization through execution, reporting, and follow‑up remediation tracking
• Leads assessment strategy and execution using a holistic methodology, incorporating quantitative and qualitative data sources such as Performance Metrics and KPIs, Controls and SPIs, Procedures and job aids, Complaint data and thematic insights, call and chat quality reviews, Voices survey feedback, back-office and operational workflows
• Builds strong relationships and collaborate with business partners to connect themes, validate risks, and ensure alignment throughout the assessment
• Identifies and articulate client pain points, associate challenges, and process inefficiencies, translating findings into clear, prioritized opportunities
• Delivers concise, executive‑ready assessment readouts that highlight root causes, impact, and recommended actions
• Influences stakeholders to drive meaningful and sustainable improvements that enhance client experience, process effectiveness, and associate enablement
• Monitors remediation efforts and provide oversight to ensure commitments are met and outcomes achieved
• Continuously evolves assessment methodologies to reflect emerging risks, client feedback, and business priorities
• Provides thought leadership on process excellence, client experience, and control effectiveness across Client Services

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed