Business Control Manager - 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:

This job is responsible for leading and executing on internal control discipline and operational excellence within a Line of Business (LOB) or Enterprise Control Function (ECF). Key responsibilities include executing LOB or ECF processes and tools to drive adherence to enterprise-wide standards. Job expectations include supporting the implementation of quality assurance and quality control processes within the LOB or ECF through ongoing monitoring and testing of controls, identifying issues and control improvements for remediation, and building out actions plans and milestones.

The Relationship Manager is responsible for managing and strengthening relationships with core Segment leaders to serve as the primary point of contact for Client Services, ensuring the business needs are understood and met through proactive engagement, support, and seamless coordination across internal teams.

Responsibilities:

• Leads the assessment of the design and effectiveness of the risk and control environment to support Client Operational Services and ensure adherence to enterprise-wide standards

• Performs monitoring and testing of controls, identifying issues and control improvements for remediation

• Leads the implementation of optimized controls and enhanced Quality Assurance (QA) practices to support business continuity efforts

• Manages the performance and productivity of team members that conduct quality inspection reviews

• Ensures timely execution of QA activities including control execution, case management, and results reporting

• Manages and reviews all operations front line unit responses for regulatory exams, internal audits, and other monitoring and inspection reviews

• Ensures accuracy of data and that relevant information is captured for inspection metrics to support governance for dashboard reporting

LOB Specific Responsibilities:

• Client Relationship Management: Builds and maintains strong, long‑term relationships with segment partners by understanding their goals, challenges, and business needs.

• Proactive Client Engagement: Conducts regular check‑ins, business reviews, and strategic conversations to ensure segment partners are fully supported.

• Issue Identification through Resolution: Serves as the escalation point for emerging risk identification and work cross‑functionally to resolve issues quickly and effectively.

• Collaboration: Partners with internal teams to help build cross functional and horizontal views of impacts.  Able to work with various levels of management including Risk and Legal partners.

• Data & Insights: Uses complaints, performance data, and industry trends to anticipate needs and recommend solutions.

• Change Management:  Ability to influence and assist the business to meet its needs and documentation requirements for change management.

Required Qualifications:

• 5+ years of Business Control, Risk Management, or Control Oversight experience

• Experience supporting client‑facing or segment‑aligned business teams

• Experience partnering with Legal, Compliance, Risk, and Audit functions

• Demonstrated experience leading or supporting change management initiatives (UCRA/CAST)

• Strong understanding of controls, governance, and documentation requirements

• Experience navigating matrixed organizations and influencing across segments within the business

• Prior support of emerging risk identification, iss