Portfolio Manager - Client Services Process Health Assessments

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 managing portfolio/programs specific to change initiatives, providing a products and services, or executing a function. Key responsibilities include leading cross-functional strategic initiatives for a line of business by ensuring delivery of outcomes from portfolio investments. Job expectations include using a business centric mindset with sound judgment and a tailored approach to communicating and influencing both vertically and horizontally to drive results, while prioritizing risk management and strategy development.

The Portfolio Manager - Process Health Assessments is responsible for driving the strategy, planning, and execution of comprehensive, end‑to‑end process health assessments across Client Services. This role partners closely with the FLU, operations, risk, and control teams to identify systemic opportunities, enhance client experience, mitigate risk, and improve associate experience.

The Process Health Assessment team is distinct in its holistic review of processes, evaluating performance through a 360‑degree lens—including metrics, controls, SPIs, procedures, complaint data, call and chat reviews, Voices survey feedback, and back‑office processes. The Portfolio Manager ensures assessments deliver clear, actionable insights that improve outcomes for clients, strengthen controls, and support Bank of America’s commitment to operational excellence and being the best place to work and bank.

Responsibilities:

• Manages and drives success around line of business performance in key operational and high risk metrics through detailed routines, initiatives, and technology improvements

• Serves as a primary contact to executive leadership and key partners to communicate change initiatives and gain support for the execution of projects and programs

• Monitors process or key metric performance to identify issues and proactively offers solutions to mitigate risk

• Hosts and actively participates in critical line of business meetings to provide regular updates on change initiatives and performance requirements and influences others to help drive success

• Manages strategies and controls to address policy, technology, environmental, and operational gaps

• Acts as a subject matter expert for all line of business products to help design procedures, policies, or career progression models that will enhance the associate and client experience

• Leads people that help support cross functional and high impact strategic initiatives, either directly or through dotted line engagement

• Owns the end‑to‑end portfolio management of process health assessments, from intake and prioritization through execution, reporting, and follow‑up remediation tracking

• Leads assessment strategy and execution using a holistic methodology, incorporating quantitative and qualitative data sources such as Performance Metrics and KPIs, Controls and SPIs, Procedures and job aids, Complaint data and thematic insights, call and chat quality reviews, Voices survey feedback, back-office and operational workflows

• Builds strong relationships and collaborate with business partners to connect themes, validate risks, and ensure alignment throughout the assessment

• Identifies and articulate client pain points, associate challenges, and process inefficiencies, translating findings into clear, prioritized opportunities

• Delivers concise, executive‑ready assessment readouts that highlight root causes, impact, and recommended actions

• Influences stakeholders to drive meaningful and sustainable improvements that enhance client experience, process effectiveness, and associate enablement

• Monitors remediation efforts and provide