Business Strategy & Intelligence 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 Summary

The Retail Transformation Automation team is a dynamic and innovative organization dedicated to driving the “High tech/high touch” strategy.  The team is responsible for advancing the Telephony, Chat, and Predictive Services platforms by integrating digital experiences into the contact center environment. The Business Strategy & Intelligence Manager will be responsible for aligning business operations with strategic goals, driving cross-functional projects, and ensuring seamless integration of new business initiatives. This role requires a strategic thinker with excellent product and project management skills, data analytical skills, strong business acumen, and the ability to work collaboratively with various teams to achieve organizational objectives.

Job Responsibilities:

• Establish and manage key Chat, Predictive Servicing and Telephony strategies, programs, and projects.

• Establish a strong understanding of the digital/caller/chat intents and classifications to allow for advancement of reporting and analytics enabling theme-based decision making.

• Monitor and report on key performance indicators (KPIs) to measure the success of integration efforts and strategic initiatives (tech and people/process).

• Collaborate with cross-functional teams to drive the implementation of strategic projects, including process improvements, and risk/regulatory requirements.

• Help design routines, processes and reporting as a means of identifying opportunities to enhance the Retail Client Experience.

• Identify, communicate & manage risk and opportunities (predominantly regulatory, compliance, and operational), set up QA and controls improvements, as you assist with leading initiatives.

• Develop and maintain roadmap, project plans, timelines, and status reports, and communicate progress to stakeholders at all levels of the organization.

• Foster a culture of collaboration, innovation, and continuous improvement across the organization.

• Desire to have a strong client and associate facing impact.

Required Skills:

• 5+ years of experience in business strategy, integration management, consulting, product/project management or a related field

• Strong strategy & analytical skills with the ability to interpret data and make data-driven decisions

• Ability to build strong partnerships and influence across the organization

• Excellent communication, leadership, and interpersonal skills, with the ability to influence matrixed organizations

• Highly proficient in PPT with superior ability to create executive presentations and adapt based on audience

• Experience with technology solutions and implementation lifecycle

• Ability to manage multiple and complex work streams and deliver a diverse set of initiatives that result in transformational outcomes

• Ability to work effectively in a fast-paced, dynamic environment with competing priorities

Desired Skills:

• Experience with Mobile, IVR/Routing, Erica, OL, and/or Chat platform(s)

• Experience with leading Client Experience or Digital Banking initiatives

• Financial Center, Call Center, and/or Digital industry experience

For internal employees; participation in a work from home posture does not make you ineligible to post, however, may require meeting the workplace excellence policy.

Enterprise Description:

Manages the execution of cross-Consumer & Small Business strategy formulation, initiatives, and insights. Supports Line of Business partners in driving strategy and integrating delivery to ensure growth objectives are achieved. Dr