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.