Complaints Program 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:

The Complaints Program Manager will be responsible for managing all aspects of the Consumer Investments complaints program including the identification and execution of strategic initiatives designed to improve/enhance the CI complaints experience, enhancement and execution of existing socialization routines and training and communications designed to mitigate complaints process opportunities. The Complaints Program Manager role is a highly visible one and the successful candidate can expect to be in routine contact with Senior Leadership.

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 Complaints Program Manager will identify, socialize and remediate complaint process opportunities independent of and in partnership with business process and owners. The role will require the successful candidate to identify the leading indicators of client dissatisfaction and routinely share them with business owners and hold them accountable to mitigating their issues. The role will drive the execution of our complaints strategy and routinely represent complaints results during internal and external stakeholder routines. He/she will be responsible for hosting a monthly Executive Complaints call where results will be socialized with leadership. In addition, the role will require that the Complaints Program Manager stage routines with aligned owners to share results and talk through mitigation opportunity. He/she will be responsible for identifying emerging risk items and aligning owners to mitigate them.

Responsibilities:

• Understanding Regulator priorities and incorporating them into our program strategy
• Directly engaging with regulators, audit, exam, Legal and Risk partners to represent results and refute program criticism (as needed) 
• Driving execution of key strategic initiatives and cross team initiatives (i.e. process efficiency and risk mitigation opportunities)
• Tracking and monitoring performance metrics for complaints organization     
• Weekly result socialization to leadership
• Routine reinforcement of complaint and escalation identification, capture and resolution best practices  
• Deep dives to uncover complaints process opportunities
• Turnaround of ad-hoc reporting asks/functions as required
• 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

Managerial Responsibilities:
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