Senior Client Feedback Manager - Voices (Project 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 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:

This leader will support all aspects of the program to ensure that user groups have complete confidence in the tool and are enabling business teams to use client feedback to improve client experience.  The primary function will be to manage Voices processes and implement new feedback capabilities that align to client and bank expectations.  This role will manage the risk and compliance efforts related to Voices, and ensure all deliverables are met in a timely fashion. The role will support the overall program by interfacing with various business groups helping to understand new business requirements needed in order to reduce risk of gathering client feedback. Leads initiatives for the Consumer Client Feedback Team, which is a division that focuses on improving client experience across the Consumer Bank. Bank of America Voices is the primary client feedback tool used within the consumer bank.  Each month, we receive ~1MM responses from our clients that help our teams improve the client experience. The Client Feedback team supports 42 different business programs gathering client feedback for 90% of consumer interactions. We have 100+ user profiles and 60k users across consumer.

Responsibilities:

• Determines testing methods needed for assigned projects, educates resources, partners with all testing teams engaged, and analyzes reporting and assembled data to define problems

• Manages and directs project parameters, costs, project testing execution, resource allocation, and cost/benefit analysis

• Partners with operations management on creating project impact and providing direction and guidance to internal teams

• Coordinates development of key project deliverables in partnership with various key internal and external business partners

• Manages and leads the execution of multiple and often competing priorities to meet deadlines and adhere with policies and procedures

• Establishes project status routines and tracks critical path deadlines and overall business measures for success

• Oversees defect resolution and roadblock clearing efforts to enable successful completion of testing

Required Qualifications:

• 3 + Years with Bank of America

• Working knowledge of Consumer bank business areas, products, programs and technology

• Robust analytical and problem solving skills; experience making fact-based decisions

• Ability to identify, assign, track, escalate and resolve issues

• Strong interpersonal skills required to navigate, build relationships, and work across the company

• Ability to deliver formal presentations in person or virtually

• Proficiency with Microsoft Office product suite, with emphasis on strong Excel and PowerPoint skills

• Experience using collaboration tools such as SharePoint and WebEx

• Solid written and verbal communication skills

• Solid organizational skills and attention to detail

• Excellent time management skills with the ability to prioritize requests

• Proven ability to manage multiple, differentiated tasks simultaneously

Desired Qualifications:

• Client Experience / Experience with Bank of America Voices Application

• Test Management / Application LifeCycle Management (ALM)Tool

• Analytics / Data Science background

• Project Management experience

• Experience with Tableau and/ or other data analysis tools

Skills:

• Attention to Detail

• Critical Thinking

• Customer and Client Focus