Relationship Support 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!
 

Position Summary:

The Relationship Support Manager partners with the Relationship Manager and oversees client or stakeholder relationships, ensuring effective management of requirements using Jira, high-quality execution through robust quality control, and the development of problem-solving systems and processes. This role leverages data analysis, reporting, and advanced Excel skills to drive insights, monitor performance, and support decision-making. Acting as a key liaison, the manager ensures alignment, quality, and efficiency while delivering actionable reports and data-driven solutions to enhance operational outcomes

Key Responsibilities:

• Collaborate with clients, stakeholders, and internal teams to gather, document, validate, and prioritize requirements within Jira using epics, user stories, and tasks
• Maintain a traceable requirements repository in Jira using custom fields, labels, workflows, and dashboards to manage updates, dependencies, and alignment
• Communicate requirements and execution status clearly to delivery teams and stakeholders through Jira reporting and dashboards
• Monitor execution to ensure deliverables meet quality standards, stakeholder expectations, and organizational guidelines
• Develop and implement quality assurance processes including metrics, checkpoints, audits, and feedback mechanisms integrated into Jira workflows
• Identify execution risks, deviations, or bottlenecks through analysis and recommend corrective actions
• Design, implement, and refine operational systems and processes to improve efficiency, scalability, and consistency
• Use data and stakeholder feedback to drive continuous process improvement and proactive issue resolution
• Collect, analyze, and interpret data related to execution performance, operational effectiveness, and client satisfaction
• Develop and maintain reports, dashboards, and visualizations that communicate KPIs, trends, and actionable insights using Excel and Jira data
• Perform advanced Excel-based analysis including large data sets, automation, and ad hoc reporting to support decision-making
• Deliver regular updates and presentations to stakeholders on progress, performance metrics, and issue resolution
• Anticipate stakeholder needs, manage expectations, and support conflict resolution to ensure alignment
• Partner closely with Relationship Managers, technical teams, and analysts to support delivery, reporting, and process alignment
• Provide guidance and best practices related to Jira usage, reporting standards, and data-driven decision-making
• Promote accountability, quality, and continuous improvement across team interactions

Required Qualifications:

• 3+ years of experience supporting relationship management, project delivery, or operational execution in a structured business or technology environment
• 2+ years of hands-on experience performing data analysis and reporting, including manipulation of large or complex datasets to support operational decision-making
• 1+ years of direct experience using Jira to manage end-to-end requirements lifecycles including intake, prioritization, execution tracking, and reporting
• Demonstrated ability to translate business or stakeholder needs into clearly defined, traceable requirements using epics, stories, tasks, workflows, and dependency tracking
• Advanced proficiency in Excel for analysis, reporting, and automation including pivot tables, advanced formulas such as INDEX/MATCH and VLOOKUP, Power Query, and macros
• Experience developing dashboards, reports, and visualizations using tools such as Power BI, Tableau, or similar platforms
• Strong technical understanding of workflow management, issue tracking, execution monitoring, and dependency resolution within delivery or operational processes
• Experience supporting or implementing quality control, assurance, or execution oversight processes including metrics, checkpoints, audits, or controls
• Proven ability to produce structured, data-driven insights that support performance management and stakeholder decision-making
• Ability to operate effectively in fast-paced, cross-functional environments requiring prioritization, technical rigor, and execution discipline

Preferred Qualifications:

• Bachelor’s degree in Business Administration, Data Analytics, Project Management, or a related field with advanced degrees or certifications such as PMP, Six Sigma, or Microsoft Excel Expert preferred
• Deep Jira expertise including workflow customization, dashboard configuration, and advanced JQL usage
• Familiarity with additional requirements management or process tools such as Jama Connect or Visure
• Knowledge of quality management methodologies such as Lean or Six Sigma and process mapping techniques
• Exceptional communication and interpersonal skills with the ability to clearly present technical insights to non-technical audiences
• Strong attention to detail and commitment to accuracy across requirements documentation, workflows, and reporting outputs

Skills:

• Controls Management
• Issue Management
• Monitoring, Surveillance, and Testing
• Quality Assurance
• Risk Management
• Analytical Thinking
• Attention to Detail
• Critical Thinking
• Problem Solving
• Written Communications
• Decision Making
• Innovative Thinking
• Prioritization
• Recording/Organizing Information
• Research

Shift:

Hours Per Week: