Sr Business Control Specialist (Process Documentation Controls)

Bank of America•Tampa, FL

3d•Onsite

About The Position

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

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
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
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