Complaints Research & Resolutions Executive

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:

We are seeking a Complaints Research & Resolutions Executive to provide end-to-end leadership across the SCCS complaints resolution function and ensuring timely and effective resolution of client concerns while driving a high-performing, client-focused culture. This senior leadership role combines operational management, program governance, and strategic execution, with accountability for complaint resolution, risk management, regulatory compliance, and client outcomes.

The leader will oversee a large-scale operations organization, balancing service excellence, operational efficiency, and risk management while advancing strategic initiatives that enhance the client experience and support business growth. This individual will partner closely with senior leaders across Risk, Compliance, Legal, Controls, and Operations to ensure effective governance, strong performance, and sustainable results. This job is responsible for leading a function dedicated to designing a strategy to drive internal control discipline and operational excellence within a Line of Business (LOB) or Enterprise Control Function (ECF). Key responsibilities include ensuring capabilities are in place to drive the day-to-day execution of the Operational Risk Management Framework, including the implementation of LOB and ECF specific processes and tools to drive adherence to enterprise-wide standards. Job expectations include providing oversight and establishing effective quality assurance and control processes.

Responsibilities:

SCCS Complaints Program Management

• Maintain end-to-end accountability for complaints performance, including intake, research, resolution, quality, client outcomes, risk, and controls.
• Ensure compliance with the enterprise complaints program, ensuring effective follow-up, timely closure, and performance against established service and quality metrics.
• Drive strategic initiatives focused on improving complaint resolution effectiveness, operational efficiency, and client experience.
• Identify emerging trends and root causes through complaint analysis and implement sustainable corrective actions.

Operational Research and Resolution Leadership

• Lead an organization of 110+ associates and leaders across a complex servicing and operations environment.
• Oversee high-volume complaint processing and research activities, ensuring accuracy, timeliness, quality, and consistency.
• Optimize workforce utilization, processes, and operating models to achieve performance and productivity objectives.
• Establish performance expectations and accountability measures that drive operational excellence.

Risk, Compliance & Governance

• Directly manage key risk, regulatory, compliance, and reputational outcomes associated with the complaints function.
• Ensure adherence to all regulatory requirements, enterprise policies, and governance standards.
• Implement and maintain effective controls, monitoring routines, and quality assurance practices.
• Partner with Risk, Compliance, Audit, Legal, and Controls teams to identify, assess, and mitigate operational risks.

Strategy & Continuous Improvement

• Translate operational data, client feedback, and performance metr