Supervision 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!

Enterprise Job Description:
The Supervision Manager position will serve to ensure regulatory compliance and corporate mandates for all administrative and operational activities performed in Consumer Investments. Consumer Investments is a telephone and field-based platform that provides mass affluent clients with holistic financial advice and deepens client relationships by identifying broader product and service solutions to meet their investment, savings and credit solutions.

A primary objective of this role is to identify, manage, and mitigate regulatory, operational, and reputational risk to the business unit and the Firm handling client complaints. The Supervision Manager provides independent supervisory oversight of sales activities and promotes consistent adherence to Firm policies, procedures, and regulatory expectations.

Provide regulatory and supervisory oversight of Sales Practice Complaints within Consumer Investments, promoting operational excellence and adherence to firm policies and procedures.

Responsibilities:

• Review, investigate, respond to, and resolve customer complaints received verbally or in writing regarding investment products, services, and sales practices.
• Conduct complaint merit determinations through comprehensive analysis of facts, documentation, and applicable regulatory requirements.
• Perform in-depth research by reviewing account activity, case notes, call recordings, and relevant documentation while consulting with product, operational, compliance, and business partners as needed.
• Engage directly with clients to discuss complex and sensitive concerns, ensuring professional and effective communication throughout the resolution process.
• Draft detailed and accurate customer resolution correspondence, including final determination and resolution letters.
• Partner with Local Management Teams, Complaint Management teams, Compliance, Legal, and other stakeholders to provide ongoing updates and drive timely complaint resolution.
• Maintain accurate records and documentation within required recordkeeping systems and applications.
• Assist with arbitration, litigation, regulatory inquiries, and other legal matters by providing research, documentation, and case support.
• Review policy settlement requests above established thresholds to ensure consistency with firm policies, procedures, and risk management standards.
• Leverage knowledge of the Financial Solutions Advisor (FSA) role and associated supervisory requirements to support investigations and complaint resolution.
• Lead and support projects and strategic initiatives focused on strengthening supervision, enhancing controls, and improving risk management processes.
• Identify, assess, and escalate emerging risks through the enterprise risk management framework to address potential business and regulatory concerns proactively.
• Collaborate with business, compliance, legal, and operational partners to promote a strong culture of risk awareness, governance, and regulatory compliance.
• Perform additional supervisory, regulatory, and risk management responsibilities as assigned.

Skills:

• Strong technical supervision expertise
• Executive-level leadership and communication skills
• Data analytics or surveillance technology familiarity
• Strong judgment and escalation capability
• Familiarity with compliance and regulatory issues

Desired Qualifications:

• Advanced proficiency in Microsoft Excel, PowerPoint, and Microsoft Copilot, with the ability to analyze data, identify trends, and develop executive-level presentations and reporting.
• Experience preparing executive summaries, leadership presentations, and management reporting for senior business, risk, compliance, and regulatory stakeholders.
• Demonstrated experience performing data analysis, trend analysis, root cause analysis, and risk identification to support supervisory and business decision-making.
• Strong conflict management, negotiation, and de-escalation skills, particularly when handling complex customer issues, employee matters, and high-risk situations.
• Advanced critical thinking and problem-solving capabilities with the ability to assess complex facts, make risk-based decisions, and provide sound recommendations.

Required Qualifications:

• Active FINRA Series 7, 9/10, and 63/65 or 66

• In lieu of Series 8 or 9/10, candidates may be considered if holding Series 4, 24, and 53

• Experience in brokerage supervision, investments, compliance, risk management, sales practice oversight, complaint management, or a related financial services function.
• Experience conducting investigations, resolving customer complaints, or performing supervisory reviews within a broker-dealer, wealth management, or consumer investments environment.
• Working knowledge of FINRA, SEC, and applicable regulatory requirements governing sales practices, client communications, supervision, and complaint handling.
• Demonstrated leadership, relationship management, and communication skills, including the ability to influence stakeholders across multiple lines of business.
• Proven ability to build and maintain collaborative partnerships with business, compliance, legal, risk, and operational teams.
• Strong analytical and decision-making skills with the ability to assess complex situations, exercise sound judgment, and appropriately escalate risks.
• High degree of professionalism, integrity, and accountability, with the ability to remain calm and effective under pressure.
• Experience conducting detailed research, reviewing documentation and call recordings, and preparing clear, fact-based written findings and correspondence.
• Proficiency with Microsoft Office applications, including Excel, Word, Outlook, and PowerPoint.
• Ability to work independently, manage multiple priorities, take initiative, and execute with limited oversight.
• Strong written communication skills, including drafting customer-facing correspondence, regulatory responses, and executive summaries.

Minimum Education Requirement: High School Diploma / GED / Secondary School or equivalent

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Pay Transparency details

US - NJ - Pennington - 1400 American Blvd - Hopewell Bldg 4 (NJ2140)

Pay and benefits information

Pay range

$88,000.00 - $103,600.00 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.