Bank of America Business Control Manager - Complaints EPO in Charlotte, North Carolina

Job Description:

The Business Control Manager provides Relationship Management for the Complaints EPO to the Global Wealth and Investment Management (GWIM) and Complaint Review Unit (CRU), responsible for overseeing FLU and Control Function adherence to the Complaints Standard and Broker-Dealer Complaints Standard, as applicable. This strategic role takes the lead on specific projects and relationship management activities related to the enterprise complaints handling process as executed across assigned FLUs and Control Functions. Acts as an ambassador of the risk culture. The incumbent is the primary representative of Complaints EPO to the business, representing all EPO Operating Model functions as a subject matter expert and business partner. Incumbents typically have over 8+ years of risk management and LOB/ECF experience.

Key responsibilities include:

  • Provide oversight and consulting expertise on standards and control adherence to assigned Front Line Units and Control Functions

  • Provide strategic direction to Engagement Managers to onboard and support EPO Operating Model Functions within assigned FLUs/CFs

  • Participate in and ensure that FLU/CFs participate in Complaints EPO L3 and L4 Governance Routines

  • Support efforts to develop, improve and execute processes in support to the Complaints EPO standards

  • Ensure full integration of all processes and linkage to the Complaints EPO standards

  • Work closely with Engagement Managers and other Complaints EPO function leads to deliver continuous process to enhance effectiveness and efficiency of the Complaints EPO standard and enterprise complaints process

Required Skills:

  • Strong relationship management and influencing skills to gain buy-in, build consensus and resolve conflict timely

  • Executive presence and strong risk/governance mindset

  • Ability to work independently while successfully managing multiple tasks and priorities

  • Demonstrated ability to manage multiple project efforts simultaneously

  • Demonstrated ability to communicate (written and verbal) with internal and external partners

  • Ability to manage and shift priorities as needed

  • Process design, remediation and improvement skills

  • Project Management skills and disciplines

  • Microsoft Office (Word, Excel, PowerPoint, Visio, Outlook)

  • Travel 10%

Desired Skills:

  • Experience working in the broker-dealer environment

  • Experience with Regulatory (FINRA, MSRB, OCC, CFPB) requirements, exams and remediation plans

  • Ability to perform statistical analysis

Posting Date : 11/09/2018

Location :



  • United States

Travel : Yes, 10% of the time

Full / Part-time : Full time

Hours Per Week : 40

Shift : 1st shift

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