Process Design Manager – Client Services

Bank of America

Manage process improvement initiatives supporting operational excellence at Bank of America. Oversee execution, development, and assessment of transformation initiatives to achieve strategic goals.

Posted 5/20/2026full-timeHunt Valley • Maryland, New York • 🇺🇸 United StatesJuniorMid-Level💰 $125,000 - $155,800 per yearWebsite

About the role

Key responsibilities & impact

Implements highly complex solutions in support of performance plan objectives to resolve issues and risks, optimize efficiency, reduce variability, and improve controls, effectiveness, quality, and sustainability
Oversees partnerships with support organizations and Line of Business (LOB) partners to gather information needed to support the implementation of solutions that resolve critical business challenges and opportunities
Integrates process design best practices and applies business redesign concepts to ensure continuous process improvement tactics are in alignment with long-term strategic goals
Manages change by establishing appropriate governance routines to inspect the health of programs and project portfolios aligned to a unit or division within an LOB
Ensures Enterprise Change Management policies and standards are applied and adopted to change initiatives in partnership with LOB stakeholders
Understands information associated with the process in accordance with the Process Management – Enterprise Policy.
Understands applicable laws, rules, regulations, and policies relevant to the process.
Serves as main point of contact with FLU/CF leaders and stakeholders, managing objectives and expectations and conducting business reviews.
Understands customers’ needs and expectations; collects customer feedback and responds appropriately.
Identifies and manages standardized risks inherent in the process or where the process is designed to mitigate risk, ensuring controls are missing or inadequate.
Identifies controls designed to reduce the inherent risk of process failure and anticipates outcomes; assesses process and control performance, remediates deficiencies in processes or controls, and measures the effectiveness of each control.

Requirements

What you’ll need

2+ years of end‑to‑end process ownership experience
Experience leading strategic initiatives and driving change across the organization
Skilled in building alignment among diverse stakeholders with competing needs
Solid understanding of enterprise-level policies, programs, and operational systems
Demonstrated ability to manage competing priorities while achieving key goals and outcomes.

Benefits

Comp & perks

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.

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Hard Skills & Tools

process designbusiness redesignchange managementrisk managementcontrols assessmentprocess improvementperformance optimizationgovernance routinescustomer feedback analysisstrategic initiative leadership

Soft Skills

stakeholder alignmentcommunicationorganizational skillsprioritizationproblem-solvingcustomer focuscollaborationadaptabilityleadershipexpectation management