Business Executive Operations - Retail & Preferred Client Services

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 is core to how we drive Responsible Growth. This includes our commitment to being an inclusive workplace, attracting and developing exceptional talent, supporting our teammates’ physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve.

Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations.

At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!
 

Job Description:
 

The Retail & Preferred Client Services Executive reports to the Head of Consumer & Small Business Client Services and is responsible for the delivery of world class client experience and financial solutions to 30 million clients each year. This individual will lead a national organization of 7,000+ FTE, both internal and vendor, and will be responsible for strategy and execution of Retail & Preferred contact center operations to drive responsible growth and overall business performance. This position requires interaction with a wide variety of senior stakeholders and partners across Consumer, Retail & Preferred Banking and the broader enterprise.

Responsibilities:​

Operation & Performance

• Deliver world-class service and client experience across contact centers

• Ensure Retail & Preferred Client Services strategies and priorities are consistently executed to exceed key performance metrics

Business Transformation

• Develop multi-year transformational roadmap for business, aligning with key strategy and transformation partners across Consumer, Retail & Preferred Banking and the broader enterprise

• Drive execution and own performance (ROI) across all transformational initiatives

People & Financial Management

• Manage resources across the organization to ensure optimal workforce via talent acquisition, development, and engagement

• P&L responsibility to ensure adherence to all financial plans

Risk & Business Controls

• Ensure strong controls over all internal and external Regulatory and process related activities

• Partner with Corporate Audit and Global Compliance & Operational Risk on all Regulatory, Corporate, and Line of Business processes and exams

Required Qualifications:

• Deep experience leading large customer-focused operations

• Proven large-scale transformation and innovation results

• Exceptional leadership, communication, and influence capabilities

• Bachelor's Degree in related field

Skills:

• Business Operations Management

• Critical Thinking

• Decision Making

• Process Management

• Stakeholder Management

• Customer and Client Focus

• Fiscal Responsibility

• Process Performance Measurement

• Result Orientation

• Risk Management

• Business Analytics

• Collaboration

• Data Management

• Inclusive Leadership

• Oral Communications

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Pay Transparency details

US - MA - Boston - 100 Federal St - 100 Federal St Lp (MA5100)

Pay and benefits information

Pay range

$165,000.00 - $261,900.00 annualized salary, offers to be determined based on experience, education and skill set.

Discretionary incentive eligible

This role is eligible to participate in the annual discretionary plan. Employees are eligible for an annual discretionary award based on their overall individual performance results and behaviors, the performance and contributions of their line of business and/or group; and the overall success of the Company.

Benefits

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