Portfolio Manager – Client Services, Process Health Assessments
Bank of America
full-time
Posted on:
Location Type: Hybrid
Location: Hunt Valley • Maryland • Nevada • United States
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Salary
💰 $127,000 - $158,000 per year
About the role
- Manages and drives success around line of business performance in key operational and high risk metrics through detailed routines, initiatives, and technology improvements
- Serves as a primary contact to executive leadership and key partners to communicate change initiatives and gain support for the execution of projects and programs
- Monitors process or key metric performance to identify issues and proactively offers solutions to mitigate risk
- Hosts and actively participates in critical line of business meetings to provide regular updates on change initiatives and performance requirements and influences others to help drive success
- Manages strategies and controls to address policy, technology, environmental, and operational gaps
- Acts as a subject matter expert for all line of business products to help design procedures, policies, or career progression models that will enhance the associate and client experience
- Leads people that help support cross functional and high impact strategic initiatives, either directly or through dotted line engagement
- Owns the end-to-end portfolio management of process health assessments, from intake and prioritization through execution, reporting, and follow-up remediation tracking
- Leads assessment strategy and execution using a holistic methodology, incorporating quantitative and qualitative data sources such as Performance Metrics and KPIs, Controls and SPIs, Procedures and job aids, Complaint data and thematic insights, call and chat quality reviews, Voices survey feedback, back-office and operational workflows
- Builds strong relationships and collaborates with business partners to connect themes, validate risks, and ensure alignment throughout the assessment
- Identifies and articulates client pain points, associate challenges, and process inefficiencies, translating findings into clear, prioritized opportunities
- Delivers concise, executive-ready assessment readouts that highlight root causes, impact, and recommended actions
- Influences stakeholders to drive meaningful and sustainable improvements that enhance client experience, process effectiveness, and associate enablement
- Monitors remediation efforts and provides oversight to ensure commitments are met and outcomes achieved
- Continuously evolves assessment methodologies to reflect emerging risks, client feedback, and business priorities
- Provides thought leadership on process excellence, client experience, and control effectiveness across Client Services
Requirements
- 5+ years of experience in Client Services
- Strong experience analyzing data across multiple inputs (metrics, complaints, controls, quality reviews, surveys, etc.) to develop holistic insights
- Demonstrated ability to lead complex initiatives and manage a portfolio of work with competing priorities
- Strong analytical skills with the ability to identify root cause versus symptom
- Exceptional written and verbal communication skills, including experience delivering executive-level reporting
- Proven ability to influence and partner across lines of business, operations, and control functions
Benefits
- Health insurance
- 401(k) matching
- Flexible work hours
- Paid time off
- Industry-leading benefits
- Discretionary incentive eligible
- Annual discretionary award
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
data analysisperformance metricsKPI developmentportfolio managementprocess health assessmentsassessment strategyremediation trackingqualitative data analysisquantitative data analysisprocess excellence
Soft Skills
leadershipcommunicationinfluencingcollaborationanalytical thinkingproblem-solvingrelationship buildingstrategic thinkingexecutive reportingclient experience enhancement