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 th