Process Design Manager - Client Services

Bank of America•Charlotte, NC

20h•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! This job is responsible for managing the assessment, development, execution, and oversight of process improvement and transformation initiatives in support of Operational Excellence objectives to achieve short and long-term strategic goals. Key responsibilities include demonstrating correlation between process engineering best practices, breakthrough productivity, customer satisfaction, and measurable continuous process improvement results. Job expectations include partnering with business executives and deployment champions to make strategic project implementation and budgeting decisions. The Process Owner is accountable for overseeing the entire process lifecycle, ensuring efficiency, effectiveness, and alignment with organizational goals. Key responsibilities include assessing process risks and evaluating control metrics; managing objectives and customer expectations; managing cost and efficient use of resources; collaborating with stakeholders; and championing continuous improvement to enhance process experience and outcomes. Position expectations include knowing and understanding the process end-to-end, having ownership or influence over all resources required to execute the process, and driving changes to optimize its performance.

Requirements

2+ years of end‑to‑end process ownership experience
Experience leading strategic initiatives and driving change across the organization
Skilled in building alignment among diverse stakeholders with competing needs
Solid understanding of enterprise-level policies, programs, and operational systems
Demonstrated ability to manage competing priorities while achieving key goals and outcomes

Nice To Haves

5+ years of industry experience
Bachelor’s degree in business or related field, or commensurate experience
Business Controls experience, including issue identification, issue creation, and/or supporting remediation action plans through successful issue closure
Experience working with UCRA, CAST, and CIMA
Familiarity with Agile Plan
Experience using the Process Owner Portal
Familiarity with the Speak Up process
Understanding of QA testing practices, including Enterprise Independent Testing (EIT)
Working knowledge of SPI (Single Process Inventory)

Responsibilities

Implements highly complex solutions in support of performance plan objectives to resolve issues and risks, optimize efficiency, reduce variability, and improve controls, effectiveness, quality, and sustainability
Oversees partnerships with support organizations and Line of Business (LOB) partners to gather information needed to support the implementation of solutions that resolve critical business challenges and opportunities
Integrates process design best practices and applies business redesign concepts to ensure continuous process improvement tactics are in alignment with long-term strategic goals
Manages change by establishing appropriate governance routines to inspect the health of programs and project portfolios aligned to a unit or division within an LOB
Ensures Enterprise Change Management policies and standards are applied and adopted to change initiatives in partnership with LOB stakeholders
Understands information associated with the process in accordance with the Process Management – Enterprise Policy.
Understands applicable laws, rules, regulations, and policies relevant to the process.
Serves as main point of contact with FLU/CF leaders and stakeholders, managing objectives and expectations and conducting business reviews.
Understands customers’ needs and expectations; collects customer feedback and responds appropriately.
Identifies and manages standardized risks inherent in the process or where the process is designed to mitigate risk, ensuring controls are missing or inadequate.
Identifies controls designed to reduce the inherent risk of process failure and anticipates outcomes; assesses process and control performance, remediates deficiencies in processes or controls, and measures the effectiveness of each control.
Reviews process overall control effectiveness rating and individual control design, performance, and effectiveness ratings.
Promotes the proactive identification and escalation of compliance and operational risks and issues (e.g., those risks/issues relating to non-performing processes and controls), and leads actions to drive timely resolution of those risks and issues, as needed.
Manages costs and efficient use of resources.
Leads with process discipline and operational excellence – executes on continuous process improvement opportunities while managing an inventory of process improvements to implement over time.
Manages risk – manages and controls risk in an effective and disciplined manner; creates a strong risk management culture.
Drives customer-focused results – executes in the face of obstacles; focused on customer and stakeholder needs.
Demonstrates sound decision-making – navigates risk/reward tradeoffs; is objective and fact-based.
Communicates and influences impactfully – is clear, simple, and straightforward; adapts to audience.
Navigates organizational complexity – understands how and through whom things get done; develops relationships; collaborates effectively.