Complaints Research & Resolutions Executive

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: We are seeking a Complaints Research & Resolutions Executive to provide end-to-end leadership across the SCCS complaints resolution function and ensuring timely and effective resolution of client concerns while driving a high-performing, client-focused culture. This senior leadership role combines operational management, program governance, and strategic execution, with accountability for complaint resolution, risk management, regulatory compliance, and client outcomes. The leader will oversee a large-scale operations organization, balancing service excellence, operational efficiency, and risk management while advancing strategic initiatives that enhance the client experience and support business growth. This individual will partner closely with senior leaders across Risk, Compliance, Legal, Controls, and Operations to ensure effective governance, strong performance, and sustainable results. This job is responsible for leading a function dedicated to designing a strategy to drive internal control discipline and operational excellence within a Line of Business (LOB) or Enterprise Control Function (ECF). Key responsibilities include ensuring capabilities are in place to drive the day-to-day execution of the Operational Risk Management Framework, including the implementation of LOB and ECF specific processes and tools to drive adherence to enterprise-wide standards. Job expectations include providing oversight and establishing effective quality assurance and control processes. Responsibilities: SCCS Complaints Program Management Maintain end-to-end accountability for complaints performance, including intake, research, resolution, quality, client outcomes, risk, and controls. Ensure compliance with the enterprise complaints program, ensuring effective follow-up, timely closure, and performance against established service and quality metrics. Drive strategic initiatives focused on improving complaint resolution effectiveness, operational efficiency, and client experience. Identify emerging trends and root causes through complaint analysis and implement sustainable corrective actions. Operational Research and Resolution Leadership Lead an organization of 110+ associates and leaders across a complex servicing and operations environment. Oversee high-volume complaint processing and research activities, ensuring accuracy, timeliness, quality, and consistency. Optimize workforce utilization, processes, and operating models to achieve performance and productivity objectives. Establish performance expectations and accountability measures that drive operational excellence. Risk, Compliance & Governance Directly manage key risk, regulatory, compliance, and reputational outcomes associated with the complaints function. Ensure adherence to all regulatory requirements, enterprise policies, and governance standards. Implement and maintain effective controls, monitoring routines, and quality assurance practices. Partner with Risk, Compliance, Audit, Legal, and Controls teams to identify, assess, and mitigate operational risks. Strategy & Continuous Improvement Translate operational data, client feedback, and performance metrics into actionable insights that support decision-making, forecasting, and growth strategies. Foster a culture of continuous improvement by identifying opportunities to enhance efficiency, scalability, quality, and client outcomes. Lead process improvement initiatives and technology implementations that strengthen operational capabilities and improve the client and associate experience. Support the development and execution of strategic roadmaps aligned with enterprise priorities. Talent Leadership Provide strong leadership through coaching, mentoring, and performance management to develop high-performing teams and leaders. Promote employee engagement, inclusion, accountability, and professional development. Build and maintain a strong leadership pipeline through effective succession planning and talent development strategies. Attract, develop, and retain top talent to support long-term organizational success. Enterprise Partnership Establish and maintain strong partnerships across Operations, Risk, Compliance, HR, Controls, Technology, and business partners. Influence and align senior stakeholders to drive execution of business objectives and operational priorities. Serve as a trusted advisor and escalation point for complex client, operational, and regulatory matters. Required Qualifications 4+ years of progressive leadership experience in operations, complaints management, customer service, financial services, or a related field. Proven experience leading teams and managing through multiple layers of leadership. Strong understanding of risk management, regulatory requirements, governance, and control environments. Demonstrated success leading operational transformation, process improvement, and strategic initiatives. Exceptional analytical, problem-solving, and decision-making capabilities. Outstanding communication, executive presence, and stakeholder management skills. Proven ability to influence across functions and drive results in a highly regulated environment. Job Code specific responsibilities: Engages with stakeholders to identify issues and control improvements for remediation and ensures issue resolution Acts as an ambassador of the risk culture, monitoring and reporting on the Line of Business or Enterprise Control Function's Operational Risk Profile Oversees the assessment of the design and effectiveness of the risk and control environment to support Client Operational Services and ensure adherence to enterprise-wide standards Oversees the implementation of optimized controls and enhanced Quality Assurance (QA) practices to support business continuity efforts Ensures timely execution of QA activities including control execution, case management, and results reporting Oversees all operations front line unit responses for regulatory exams, internal audits, and other monitoring and inspection reviews Managerial Responsibilities: This position may also have responsibilities for managing associates. At Bank of America, all managers at this level demonstrate the following responsibilities, in addition to those specific to the role, listed above. Opportunity & Inclusion Champion: Breaks down barriers to create a more inclusive environment that supports company Great Place to Work goals. Manager of Process & Data: Challenges end-to-end process efficiency and effectiveness, champion data driven decision-making and removes obstacles to optimize operations. Enterprise Advocate & Communicator: Contributes to enterprise strategy and influence messaging to connect team contributions to business purpose, results, and success. Risk Manager: Inspects and challenges risk controls, governance and culture to ensure the timely identification, escalation, debate and remediation of risk across the organization. People Manager & Coach: Coaches to sustain and elevates organizational performance while differentiating to ensure pay for performance. Financial Steward: Efficiently allocates and manages resources across the organization to drive short and long term profitability. Enterprise Talent Leader: Inspects and manages the health of the bench to ensure succession for the organization, while supporting enterprise talent needs. Driver of Business Outcomes: Mobilizes organizational resources to deliver the full range of the bank’s capabilities to meet client needs and to gain competitive advantage. Skills: Executive Leadership Large-Scale Operations Management Strategic Planning & Execution Risk Management & Governance Regulatory Compliance Client Experience & Complaints Management Operational Excellence & Continuous Improvement Data-Driven Decision Making Talent Development & Organizational Leadership Cross-Functional Partnership & Stakeholder Management Controls Management Oral Communications Risk Management Stakeholder Management Strategy Planning and Development Continuous Improvement Drives Engagement Influence Strategic Thinking Talent Development Data and Trend Analysis Decision Making Problem Solving Quality Assurance Shift: 1st shift (United States of America) Hours Per Week: 40 Pay Transparency details US - NJ - Pennington - 1400 American Blvd - Hopewell Bldg 4 (NJ2140), US - RI - Riverside - 3400 Pawtucket Ave - East Providence Call Center (RI1530) Pay and benefits information Pay range $168,300.00 - $252,800.00 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 -