Bus Strat & Init Mgr -Claims Client Communication Strategy 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 and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates’ physical, emotional, and financial wellness through affordable, competitive and flexible benefits.

We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve.

Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs.

At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

Job Summary:

This job is responsible for supporting the development and execution of strategic initiatives and/or processes aligned to priorities within a functional area and/or business. Key responsibilities include defining, developing, executing, monitoring, and/or refining strategic initiatives and processes in close collaboration with key stakeholders and internal partners.

The Claims Client Communication Strategy Manager will  lead innovation by championing large scale change initiatives that simplify and improve client experience for the Consumer and Small Business Claims organization.  This role will support the delivery of key strategic initiatives and establishing a holistic approach to client outreach, focusing on parity between Digital, call center, and paper correspondence. This role will manage the Claims letter inventory and will lead the strategic planning and prioritization of customer letter changes, focusing on simplification, accuracy, and consistency across products.

Claims Strategy and Transformation is a key part of the Consumer and Small Business Claims organization, focused on innovation, simplification, and driving operational excellence. By leveraging industry knowledge, client experience, digital first capabilities, and employee feedback, the team is focused on streamlining and simplifying the claims process for our clients and the business.

Responsibilities:

• Builds and/or executes business initiatives and/or processes, while partnering with stakeholders and partners

• Solves complex problems and delivers on business initiatives and processes by applying subject matter expertise and technical knowledge of the business

• Engages with key stakeholders, partners, and business leadership to deliver on business objectives

• Performs analytics, assessments, and/or interpretation of data and/or information to identify business opportunities, derive insights, and measure outcomes

• Develops strategic and tactical plans to drive progress towards business goals and objectives

• Leverage data, industry trends, and associate and client feedback in decision-making.

• Drive collaboration, socialization, and tactical planning to help transform the Claims Operations business.

• Build and maintain strong strategic partnerships with stakeholders across Client Protection and the enterprise

• Leverage data, analytics, and emerging technology (including AI as appropriate) to inform strategic planning, enable decision-making, and with the end goal of serving our customers/clients

• Lead and influence across Client Protection and the enterprise to advance strategic initiatives and enhance the client experience for Claims.

• Drive strategic priorities, identifying trends, and leading efforts to maximize risk versus return for the business

• Utilize data and analytics to solve complex problems, partnering across technology, product, and risk leadership to drive improvement opportunities.

Required Qualifications:

• 3+ years of experience in delivering business strategic initiatives

• Strong executive presence with the ability to lead and facilitate meetings, including alignment sessions and with senior executives

• Demonstrated problem solving, strong follow-up skills and ability to escalate and gain resolution as needed

• Ability to juggle multiple responsibilities and prioritize when needed

• Ability to balance risk/reward, evaluate strategies and client impacts

• Strong written, oral, and active listening communication skills, including ability to influence partners at all levels in the organization to drive consensus

• Strong attention to detail and a passion for ensuring flawless execution

• Intellectual curiosity and the willingness to challenge the status quo  

• Strong critical thinking and problem solving, strategy planning and project management experience

• Effective communication (both in writing and when speaking) using clear, concise and simple language.

• Organizationally savvy; knows how to make connections across geographies, businesses and hierarchies to get things done

• Demonstrated ability to encourage collaboration, connection and teamwork within and beyond the immediate team

Desired Qualifications:

• Experience collaborating across lines of business

• Claims and/or Client Protection experience

• Deep knowledge of Client Protection claims processes

• Digital and/or project management experience

• Client Communications experience

• Client Feedback/Journey experience

• Theme analysis experience

Skills:

• Business Acumen

• Critical Thinking

• Customer and Client Focus

• Result Orientation

• Analytical Thinking

• Collaboration

• Oral Communications

• Stakeholder Management

• Adaptability

• Innovative Thinking

• Planning

• Prioritization

Internal employees who are currently working from home are still eligible to apply. However, if selected for the role, you may be required to work onsite in accordance with the workplace excellence policy.

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Pay Transparency details

US - RI - Lincoln - 670 George Washington Hwy (RI1541)

Pay and benefits information

Pay range$115,000.00 - $175,000.00 annualized salary, offers to be determined based on experience, education and skill set.

Discretionary incentive eligible

This role is eligible to participate in the annual discretionary plan. Employees are eligible for an annual discretionary award based on their overall individual performance results and behaviors, the performance and contributions of their line of business and/or group; and the overall success of the Company.

Benefits

This role is currently benefits eligible. We provide industry-leading benefits, access to paid time off, resources and support to our employees so they can make a genuine impact and contribute to the sustainable growth of our business and the communities we serve.