Sr. Operations Project Manager

Jacksonville, FL, United States

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. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day.

One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. We're devoted to being a diverse and inclusive workplace for everyone. We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being.

Bank of America believes both in the importance of working together and offering flexibility to our employees. We use a multi-faceted approach for flexibility, depending on the various roles in our organization.

Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference. Join us!

Job Description:

This job is responsible for managing large projects for an operations department or Line of Business. Key responsibilities include directing the research of existing operations, procedures, workflow, product, and service requirements and managing the analysis of assembled data to define problems, including cost/benefit analysis and scope of the project. Job expectations include overseeing end-to-end project status, project health, mitigation, and timely escalation and working directly with senior management to set and maintain strategic project direction.

This job is responsible for leading and executing on internal control discipline and operational excellence within the end-to-end Client Protection complaints program in conjunction with Retail, Preferred and Small Business (RPSB). Key responsibilities include identifying gaps, streamlining processes, metrics, reporting and tools to mitigate risk and drive enterprise-wide and regulatory standards. Job expectations include supporting the implementation of quality assurance and quality control processes through ongoing monitoring and testing of controls, identifying issues and control improvements for remediation, and building out actions plans and milestones.

- End-to-end program manager of complaints controls and risk framework

- Engage and sustain active partnership across the firm with key stakeholders and business partners, as it relates to the overarching complaints program. This includes required routines and deliverables.

- Manage adherence and oversight for policy and program requirements

-Support change management and control enhancements

- Primary contact for engagement, review and responses for all Regulatory, Audit, and Assessment complaint requests

- Creation and oversight of materials for accuracy/adherence

- Presentation and engagement with Executive Leadership for ongoing communication

- Identify and research theme analysis volumes and trends

- Active lead for partner forums and product areas

Responsibilities:

Determines testing methods needed for assigned projects, educates resources, partners with all testing teams engaged, and analyzes reporting and assembled data to define problems

Manages and directs project parameters, costs, project testing execution, resource allocation, and cost/benefit analysis

Partners with operations management on creating project impact and providing direction and guidance to internal teams

Coordinates development of key project deliverables in partnership with various key internal and external business partners

Manages and leads the execution of multiple and often competing priorities to meet deadlines and adhere with policies and procedures

Establishes project status routines and tracks critical path deadlines and overall business measures for success

Oversees defect resolution and roadblock clearing efforts to enable successful completion of testing

LOB Required Qualifications:

-Knowledge of ECOE Complaints Policy/Standard

-Knowledge of RPSB Complaints requirements

-Highly organized with strong project/time management skills

-Ability to balance intersecting priorities and to work independently with minimal supervision.

-Ability to think critically and problem solve when roadblocks arise

-Ability to navigate complex and ambiguous environment

-Executive Presence; must be able to partner and influence across all levels of the organization

-Experience of theme analysis, Complaint files

-Knowledge of bank structure, risk structure and enterprise policies

-Strong communication skills, presentation to senior leaders

-Proficient with Microsoft office (Excel, PowerPoint)

LOB Desired Qualifications :

- 5+ years of project management experience

- 2+ years of complaint-related experience

- Bachelor's degree or equivalent

- Lean Six Sigma Certification

- Proven track record of building and deploying process and control changes

- Proven track record in being able to work effectively in a fast-paced, dynamic, highly matrix and complex environment

- Strong risk mindset with process and controls background; actively debate and escalate issues and concerns

- Background or experience in reporting, metrics

Skills: Attention to Detail

Critical Thinking

Customer and Client Focus

Prioritization

Risk Management

Active Listening

Coaching

Collaboration

Performance Management

Planning

Business Case Review

Change Management

Conflict Management

Process Mapping

Project Management

Minimum Education Requirement: High School Diploma / GED / Secondary School or equivalent

Shift:

1st shift (United States of America)

Hours Per Week:

40