Sr Business Control Specialist (Process Documentation Controls)

Bank of America•Tampa, FL

1d•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 driving and executing on internal control discipline and operational excellence within a Line of Business (LOB) or Enterprise Control Function (ECF). Key responsibilities include providing analytical and administrative support for LOB or ECF specific processes and tools to drive adherence to enterprise-wide standards. Job expectations include monitoring and testing controls and implementing quality assurance and quality control processes within the LOB or ECF by evaluating data to help identify, track, and report issues and control improvements for remediation. The Senior Business Control Analyst – Process Documentation Controls is an individual contributor role responsible for governance, quality, and lifecycle management of contact center procedure documentation supporting Client Services. This role ensures that Solution Center content is accurate, aligned to approved workflows, consistently applied across profiles, and maintained through structured feedback and validation routines. The role partners closely with Client Services operations, process owners, training, and technology teams to support process improvements, manage documentation deliverables, and continuously strengthen the procedure management framework.

Requirements

1 or more years of experience with Business Controls, Business Support and/or Project Management
Strong verbal and written communication skills, with demonstrated experience developing clear, user‑focused procedures
Experience leading projects or workstreams, including creating timelines, managing task lists, and tracking deliverables
Proven ability to influence without authority and navigate complex, cross‑functional environments
Ability to simplify complex workflows, tools, and concepts into structured, easily consumable documentation
Strong attention to detail with a controls‑focused and quality‑driven mindset
Experience with documentation platforms, knowledge bases, or procedure management systems (e.g., Solution Center or similar)
Proficiency in Microsoft Word, PowerPoint, Excel, and SharePoint
Experience reviewing workflow designs, process maps, or operational documentation
Strong relationship‑building skills with the ability to partner effectively across functions
Experience working with operations, leadership, training, and technology partners
Comfort facilitating discussions, addressing feedback, and driving issue resolution

Nice To Haves

Client Services contact center experience

Responsibilities

Procedure Governance & Content Quality: Partner with process owners to ensure procedures remain current and compliant as Client Services processes and tools evolve.
Review, validate, and approve procedure content for Solution Center publication, including ongoing periodic accuracy reviews.
Approve documentation alignment to Solution Center profiles, including validation of default profile accuracy.
Maintain documentation standards, templates, and quality control expectations.
Manage and resolve content feedback submitted through the Solution Center platform.
Establish, execute, and maintain recurring partner feedback routines to ensure procedure accuracy and usability.
Identify trends in feedback or review findings and partner with stakeholders to drive sustainable content improvements.
Process Improvement Support: Organize and track project deliverables supporting procedure management process improvement initiatives.
Create and govern standardized workflows that enable the Process Documentation Controls team to intake, track, and disposition procedure‑related requests from submission through approval and publication.
Inspect workflow inputs, outputs, and supporting tracking tools to confirm completeness and accuracy.
Identify documentation gaps, overlaps, or simplification opportunities.
Stakeholder Engagement & Communication: Host and facilitate meetings to review procedure updates, resolve content issues, and align priorities.
Collaborate with a broad range of stakeholders while influencing outcomes without direct authority.
Translate complex workflows and operational changes into clear, concise overviews and documentation.