Bank of America

Consumer Complaints Strategy – Innovation Business Control Manager

Bank of America

full-time

Posted on:

Location Type: Hybrid

Location: Waltham • Massachusetts • New Jersey • United States

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Salary

💰 $104,000 - $156,200 per year

About the role

  • Overseeing innovation and transformation of the complaints processes
  • Championing strategies to drive reductions in complaint volume
  • Streamlining manual processes and centralizing complaint processes
  • Reporting to the Governance, Engagement and Reporting Executive
  • Serving as the primary interface with key leaders in Consumer Front Line Units, Technology, Risk Management and Enterprise Complaints

Requirements

  • Proven experience and in-depth knowledge of Enterprise Complaint policy requirements
  • Ability to create Executive Presentations and story boards to detail progress as well as operational efficiencies
  • Knowledge and creation of Operational Excellence business cases
  • Ability to track Return on Investments
  • Ability to collaborate with various leaders across the change process, including senior executives and strategic partners
  • Strong people skills demonstrated across various communication styles (both written and verbal)
  • Outstanding verbal and written communication skills; ability to simplify and summarize complex topics
  • Consumer Bank experience
  • Complaints background
  • Intermediate Excel Skills
Benefits
  • Health insurance
  • 401(k) matching
  • Flexible working hours
  • Paid time off
  • Discretionary incentive eligible
  • Annual discretionary award based on performance
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Enterprise Complaint policyOperational ExcellenceReturn on Investment trackingExecutive Presentationsstory boardsExcel
Soft Skills
collaborationcommunicationpeople skillsverbal communicationwritten communicationsimplifying complex topics