Business Exec Ops - 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 managing multiple operations segments or divisions for a site, region, product line, or business group within the bank's internal operations. Key responsibilities include resolving broad operational issues, ensuring compliance with policies, and leading implementation of opportunities to improve process performance and operating efficiency. Job expectations include coordinating activities and processes with Lines of Business and other operations segments to set strategic direction and promote ideas, and managing two or more levels of managers.

The Client Services Horizontal Process Ownership Executive establishes and leads best‑practice SPI ownership across Client Services, enabling enterprise‑grade process excellence, risk reduction, and operational agility. This leader sets the SPI vision and target operating model, governs process performance across 11,000 agents and 60M+ annual client interactions, and ensures strong alignment with segment leaders and Transformation partners. The executive will be expected to stand up formal governance, accelerate process transformation, strengthen procedures and knowledge management, and drive scalable, consistent execution that meets or exceeds client expectations. Success in this role is defined by measurable improvement in process performance, strengthened risk and control environments, accelerated transformation outcomes, and consistent adoption of the SPI operating model across all Client Services segments

Responsibilities:

• Oversees leadership development and execution to drive Operational Excellence

• Manages the overall budget and expenses and performs reporting and forecasting for a segment or unit to achieve identified operational goals

• Manages the development of procedures to enhance unit and/or product-related activities while overseeing budget and expense management, reporting, and forecasting for designated areas

• Develops strategies to improve and grow current processes of a unit or product, leveraging data, metric, and key performance indicators to measure process effectiveness

• Drives alignment of bank priorities and strategies to employee metrics and goals, evaluates employee progress, and provides interventions as needed to recognize, encourage, and improve team and business performance to support an inclusive work environment

• Implements and enables an enhanced risk framework by establishing a proactive risk management culture

Strategy & Governance

• Establish SPI vision, success measures, target operating model.

• Stand up and mature the SPI Process Owner organization, with clear governance and accountability.

• Ensure processes, risks, controls, metrics, and documentation are enterprise‑aligned and segment‑responsive.

Process Ownership Leadership

• Lead and manage SPI Process Owners, including dotted‑line alignment to segment executives.

• Instill a culture of deep process understanding and continuous improvement across the team.

• Partner with business segments to define, maintain, and govern procedures and knowledge management.

Risk, Controls & Audit Readiness

• Successfully lead and resolve audit issues related to the 12 SPIs, partnering with Business Controls and segment executives.

• Drive continuous SPI improvement initiatives focused on risk reduction, control effectiveness, and operational agility.

​Transformation & Performance Outcomes

• Deliver end‑to‑end process transformation and measurable operational outcomes.

• Strengthen process performance, efficiency, and client experience outcomes.

Managerial Responsibilities:
This position may also have responsibilities for managing associates. At Bank of America, all managers at this level demonstrate the following responsibilities, in addition to those specific to the role, listed above.

• Opportunity & Inclusion Champion: Breaks down barriers to create a more inclusive environment that supports company Great Place to Work goals.

• Manager of Process & Data: Challenges end-to-end process efficiency and effectiveness, champion data driven decision-making and removes obstacles to optimize operations.

• Enterprise Advocate & Communicator: Contributes to enterprise strategy and influence messaging to connect team contributions to business purpose, results, and success.

• Risk Manager: Inspects and challenges risk controls, governance and culture to ensure the timely identification, escalation, debate and remediation of risk across the organization.

• People Manager & Coach: Coaches to sustain and elevates organizational performance while differentiating to ensure pay for performance.

• Financial Steward: Efficiently allocates and manages resources across the organization to drive short and long term profitability.

• Enterprise Talent Leader: Inspects and manages the health of the bench to ensure succession for the organization, while supporting enterprise talent needs.

• Driver of Business Outcomes: Mobilizes organizational resources to deliver the full range of the bank’s capabilities to meet client needs and to gain competitive advantage.

Required Qualifications:

• 5+ years of progressive experience in enterprise process ownership, governance, operational leadership, or related, with demonstrated responsibility for setting and enforcing organization‑wide process standards.

• Proven track record leading business transformation initiatives, including redesign of end‑to‑end processes to improve efficiency, scalability, control, and customer outcomes.

• Extensive experience in process management and continuous improvement, utilizing structured methodologies to drive standardization, performance measurement, and sustainable change.

• Strong expertise in risk reduction and control enablement, partnering with risk, compliance, and audit teams to identify, assess, and mitigate process risks.

• Advanced proficiency in process documentation and knowledge management, ensuring completeness, accuracy, and audit readiness of enterprise process artifacts.

• Demonstrated expertise in Enterprise Process Management (EPM) standards, including Process Owner Portal (POP) requirements and Process Risk Management expectations.

• Ability to effectively manage and influence senior stakeholders, including executive leaders, while orchestrating alignment across multiple Lines of Business.

• Experience with financial and operational management, including evaluating cost, capacity, and performance impacts of process and governance decisions.

• Demonstrated success in people leadership, leadership development, and change management, guiding teams through complex organizational change.

Desired Qualifications:

• Bachelor’s degree preferred

• Financial industry experience

Skills:

• Business Operations Management

• Critical Thinking

• Decision Making

• Process Management and Process Improvement

• Stakeholder Management

• Customer and Client Focus

• Fiscal Responsibility

• Process Performance Measurement

• Result Orientation

• Risk Management

• Business Analytics

• Collaboration

• Data Management

• Inclusive Leadership

• Oral Communications

• Enterprise Process Ownership & Governance

• Business Transformation

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Pay Transparency details

US - MD - Hunt Valley - 11333 MCCORMICK RD - HUNT VALLEY II (MD5032), US - NV - Las Vegas - 1351 N Town Center Dr (NV1507), US - NY - Utica - 5701 Horatio St - 5701 Horatio Arterial (NY7501), US - RI - Riverside - 3400 Pawtucket Ave - East Providence Call Center (RI1530)

Pay and benefits information

Pay range$165,000.00 - $261,900.00 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.