Business Control Manager - Complaints Program Manager

Job Description: 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 and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates’ physical, emotional, and financial wellness through affordable, competitive and flexible benefits. We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve. Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs. At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us! Job Description: The Complaints Program Manager serves as a strategic leader and business manager for the Consumer Investments complaints program, with end-to-end accountability for overseeing performance, identifying risks, and driving enhancements across the complaints lifecycle. This role is highly visible and acts as the face of the program to senior leadership, control partners, and external stakeholders. The role is responsible for translating complex complaints data into clear, actionable insights, defending program performance, and influencing outcomes through strong partnership and leadership. This individual will lead root cause identification, develop and execute strategic initiatives, and continuously evolve the complaints program to enhance client experience, strengthen controls, and improve operational efficiency. Responsibilities: The Complaints Program Manager will identify, socialize, and remediate complaints-related process gaps, both independently and in partnership with business process owners. Serve as a business manager for the complaints program, maintaining a holistic view of performance, risks, and strategic priorities across Consumer Investments Lead root cause analysis across complaint trends and drive sustainable, cross-functional remediation This role requires proactively identifying leading indicators of client dissatisfaction and routinely sharing insights with business owners, holding them accountable for timely mitigation of identified issues. Drive enhancement of complaints surveillance, including identifying new monitoring approaches, metrics, and leading indicators of client dissatisfaction Ensure surveillance aligns to evolving risks, regulatory expectations, and business priorities Identify and execute on innovation opportunities, including process automation, AI enablement, and improved data utilization The Complaints Program Manager will drive execution of the complaints strategy and routinely represent complaints performance and outcomes in internal and external stakeholder forums. Represent and defend complaints performance in executive, regulatory, audit, and risk forums, clearly articulating results, drivers, and actions Own development of executive-level narratives and materials, translating data into clear, compelling storylines The role is responsible for hosting a monthly Executive Complaints forum, driving discussion, challenge, and alignment on results, risks, and actions with senior leadership In addition, the Complaints Program Manager will establish and lead routine engagements with aligned business partners to review results, discuss mitigation opportunities, and track progress. The role is accountable for identifying emerging risks and partnering with owners to ensure appropriate and sustained remediation. Owns end-to-end accountability for complaints program outcomes, including ensuring issues are identified, escalated, and remediated effectively Additional responsibilities include: Monitoring regulatory priorities and incorporating them into overall complaints program strategy Acting as the primary interface with regulators, Audit, Legal, and Risk, including responding to inquiries, feedback, and challenges Driving execution of key strategic and cross-functional initiatives, including process efficiency and risk-mitigation efforts Proactively challenging business partners, assumptions, and existing processes to ensure a strong control environment and optimal client outcomes Tracking, monitoring, and reporting performance metrics across the complaints organization Leverage advanced Excel, data mining, and data transformation tools (e.g., Power Query, SQL), as well as automation and AI-enabled analytics, to independently validate insights, enhance reporting, and inform decision-making Providing weekly complaints performance updates to leadership Reinforcing complaint and escalation identification, capture, and resolution best practices Conducting deep-dive analyses to identify systemic complaints process opportunities Producing ad hoc reporting and analysis in response to leadership or stakeholder requests Requirements: Strategic thinker with the ability to translate complaints and control expertise into actionable insights across all levels of the organization Strong collaborator and team player, capable of partnering with peer program managers and cross-functional stakeholders to drive execution of strategic initiatives that enhance the Consumer Investments complaints experience Demonstrated ability to prioritize, track, and drive execution of multiple workstreams, including enforcing accountability across lines of business and peer groups Strong business judgment with the ability to differentiate between signal and noise and prioritize actions accordingly Proven leadership capability, including leading through change, driving process improvements, and delivering measurable, sustainable results Proponent of AI and emerging technologies, with the ability to identify, pursue, and deliver initiatives that streamline processes, reduce manual effort, and enhance control effectiveness Ability to influence stakeholders through effective negotiation, persuasion, and strong relationship-building skills Self-starter with the ability to manage multiple priorities simultaneously in a fast-paced, highly regulated environment Demonstrated ability to operate independently with limited direction in ambiguous or evolving environments Comfort operating in high-pressure, highly visible environments with frequent challenge from senior leadership and control partners Strong Microsoft Excel and PowerPoint skills, with the ability to synthesize data, leverage automation where appropriate, and tell a clear, compelling story at the executive level Advanced Excel proficiency required, including the ability to independently analyze datasets, validate outputs, and challenge underlying assumptions Experience leveraging data mining and data transformation tools (e.g., Power Query, SQL) to support analysis, reporting, and decision-making Strong written, verbal, and presentation communication skills Proven ability to develop and deliver executive-ready narratives that clearly articulate performance, risk, and actions Demonstrated ability to perform statistical and trend analysis to identify patterns, risks, and outlier metrics Demonstrated ability to represent and defend positions using data, including in high-pressure or highly visible forums Strong ownership mindset with a desire to understand processes end-to-end and operate as a business owner Working knowledge of the brokerage industry, internal brokerage policies and procedures, and complaint mitigation strategies Desired: Understanding of Consumer Investments clients and business Complaints process knowledge and/or willingness to learn process nuances Previous management experience Experience interacting with regulators, Audit, Risk, or Legal partners in a governance or oversight capacity Experience building or enhancing surveillance frameworks, KPIs, or risk monitoring routines Background in complaints management, business controls, risk, audit, or similar oversight functions Experience driving cross-functional remediation or large-scale process improvements Familiarity with AI-enabled tools (e.g., Copilot) and applying them to analytics, reporting, or workflow optimization Skills: Controls Management Verbal Communications Risk Management Stakeholder Management Strategy Planning and Development Continuous Improvement Drives Engagement Influence Strategic Thinking Talent Development Data and Trend Analysis Decision Making Monitoring, Surveillance, and Testing Problem Solving Quality Assurance Minimum Education Requirement: High School Diploma / GED / Secondary School or equivalent; Bachelors Degree or equivalent work experience preferred Shift: 1st shift (United States of America) Hours Per Week: 40 Pay Transparency details US - MD - Hunt Valley - 11333 MCCORMICK RD - HUNT VALLEY (MD5031), US - NJ - Pennington - 1400 American Blvd - Hopewell Bldg 4 (NJ2140), US - RI - Lincoln - 670 George Washington Hwy (RI1541) Pay and benefits information Pay range $104,000.00 - $159,900.00 annualized salary, offers to be determined based on experience, education and skill set. Discretionary incentive eligible 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. Benefits 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. Bank of America is committed to help employees through the transition period when they’re displaced as a result of a workforce reduction, realignment or similar measure. Please review the resume writing and interviewing tips provided below to help prepare you for your next career opportunity. Getting started Regardless of the position you are interested in, the starting points to building your resume are the same: 1. Determine the job or types of jobs you want to do and research their responsibilities and qualifications. 2. Think about why you can do the job and make a list of your skills that are relative to the job. 3. Identify experiences or accomplishments that show your proficiency in the skills required for the job. 4. Summarize your abilities, accomplishments and skills into a brief, concise document. Considerations when writing a resume • Do be brief. Resumes should be 1-2 pages in length. • Do be upbeat and active in your wording. • Do emphasize what you have done clearly and concretely. • Do be neat and well organized. • Do have others proofread and critique your resume. Spell check. Make it error free. • Do use high quality, white or light colored 8½ x 11 paper. Use a laser printer if possible. • Don't be dishonest, always tell the truth about yourself in the most flattering light. • Don't include salary history or requirements. • Don't include references. • Don't include accomplishments that do not support your professional goals. • Don't include anything that isn't relevant. (For example, don't mention your fondness for swimming unless you want to work on the water.) • Don't use italics, underlining, shadows or other fancy treatments. Seven steps to a successful interview 1. Anticipate –Put yourself in the interviewer's position. What do you believe the interviewer is most interested in? Why do you think you have been invited to interview? 2. Research –What are the primary functions of the line of business? What are the success factors for the job? Is there a job description available? 3. Assess –Think about your skills, abilities, knowledge, interests, traits, values and accomplishments. Match them to what you know about the job. Consider which ones you should highlight. 4. Prepare Answers –Think about what the interviewer may ask, determine what the best answer is and write it down. 5. Prepare Questions – Interviewing is a two-way street. By asking thoughtful questions, you communicate your interest and learn a lot about the job. Choose two or three questions to ask your interviewer. Avoid asking a lot of questions about vacation time or breaks. 6. Practice – It may seem awkward, but it is the best way to come across well in an interview. Practice your own "great responses" with others or in front of a mirror until you appear relaxed and at ease. 7. Follow-up – Send a brief follow-up letter to the interviewer. Keep in mind that the many job searchers will not send a follow-up letter. Sending one can become a competitive advantage. Pay Transparency - Privacy Statement -