Process Quality & Control Oversight Business Control 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 Description:
This job is responsible for leading and executing on internal control discipline and operational excellence within a Line of Business (LOB) or Enterprise Control Function (ECF). Key responsibilities include executing LOB or ECF processes and tools to drive adherence to enterprise-wide standards. Job expectations include supporting the implementation of quality assurance and quality control processes within the LOB or ECF through ongoing monitoring and testing of controls, identifying issues and control improvements for remediation, and building out actions plans and milestones.

This role serves as a leader within the Marketing & Digital (M&D) Business Controls function, responsible for strengthening enterprise process management and quality assurance capabilities across the Line of Business. The position drives strategy, execution, and continuous improvement of quality assurance (QA) and control oversight frameworks to ensure adherence to enterprise standards, regulatory expectations, and operational excellence. The individual operates as a trusted advisor to stakeholders, providing independent oversight, effective challenge, and actionable insights to enhance process quality, control effectiveness, risk management and process improvement

Responsibilities:

• Leads the assessment of the design and effectiveness of the risk and control environment to support Client Operational Services and ensure adherence to enterprise-wide standards

• Performs monitoring and testing of controls, identifying issues and control improvements for remediation

• Leads the implementation of optimized controls and enhanced Quality Assurance (QA) practices to support business continuity efforts

• Manages the performance and productivity of team members that conduct quality inspection reviews

• Ensures timely execution of QA activities including control execution, case management, and results reporting

• Manages and reviews all operations front line unit responses for regulatory exams, internal audits, and other monitoring and inspection reviews

• Ensures accuracy of data and that relevant information is captured for inspection metrics to support governance for dashboard reporting

• Enterprise QA & Process Strategy

• Lead design, execution, and continuous improvement of enterprise QA program

• Evolve scalable QA frameworks aligned to enterprise standards

• Establish QA standards, governance, and review criteria

• Controls & Risk Oversight

• Assess and strengthen risk and control environment

• Provide independent challenge and identify control gaps

• Escalate risks and drive timely remediation

• Execution & Continuous Improvement

• Lead end-to-end QA reviews across enterprise processes

• Identify trends and drive simplification and standardization

• Deliver reporting, dashboards, and governance metrics

• Stakeholder Partnership

• Partner with process owners and governance teams

• Provide guidance on best practices and remediation

• Drive cross-functional alignment on standards

• Audit & Regulatory Support

• Lead audit/exam coordination and ensure readiness

• Oversee issue tracking, resolution, and root cause analysis

• Ensure sustainable corrective actions

• Leadership & Delivery

• Manage complex priorities and large-scale initiatives

• Influence across lines of business

• Mentor team members and elevate capability

Required Qualifications:

• Demonstrated ability to operate within and challenge the Single Process Inventory (SPI) environment, including Process Owner Portal (POP) and ORCIT Key Measures, to assess process performance and drive improvement actions

• Experience interpreting and applying enterprise risk management policies and standards, particularly the Enterprise Process Management Policy and GCOR ORCIT Metric Policy, to inform governance and control oversight decisions

• Strong risk and control background with demonstrated ability to independently challenge, debate, and escalate issues, driving resolution in line with enterprise expectations

• Proven track record developing executive-ready communications and presentations that synthesize complex QA, risk, and control insights into clear, actionable messaging

• Strong proficiency in QA testing methodologies, including development and execution of test scripts, test plans, sampling methodologies, and monitoring activities across process and control environments

• Demonstrated experience driving process improvement within QA, testing, or risk/control environments, including identifying inefficiencies and implementing scalable solutions

• Strong analytical and problem-solving capability with a track record of assessing complex issues and implementing effective, sustainable solutions

• Clear and effective communicator with demonstrated ability to translate methodologies, findings, and impacts for senior stakeholders and governance forums

• Proven ability to manage competing priorities and operate independently, delivering high-quality outcomes in complex, ambiguous environments

• Proficiency in data analysis tools and Microsoft Office (advanced Excel, PowerPoint, SharePoint), applied to develop insights, reporting, and governance materials

• Demonstrated experience across risk and control disciplines (e.g., QA, process risk and controls, internal audit, risk management, compliance), with the ability to apply cross-disciplinary perspectives to improve control effectiveness

Desired Qualifications:

• Strong stakeholder engagement and influencing capabilities.

• Intellectual curiosity and adaptability in a dynamic, fast changing environment.

• Strong attention to detail with the ability to identify trends and patterns in data.

• Ability to synthesize and present insights in a clear, actionable format.

Skills:

• Controls Management

• Oral Communications

• Risk Management

• Stakeholder Management

• Strategy Planning and Development

• Continuous Improvement

• Drives Engagement

• Influence

• Strategic Thinking

• Talent Development

• Data and Trend Analysis

• Decision Making

• Monitoring, Surveillance, and Testing

• Problem Solving

• Quality Assurance

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

​It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

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 - MA - Boston - 100 Federal St - 100 Federal St Lp (MA5100), US - MA - Waltham - 1025 Main St - 1025 Main St - Waltham (MA6536), US - NJ - Pennington - 1500 American Blvd - Hopewell Bldg 5 (NJ2150), US - NY - New York - 114 W 47th St - 114 W 47th St - Ust (NY8114), US - RI - Lincoln - 670 George Washington Hwy (RI1541)

Pay and benefits information

Pay range

$104,000.00 - $159,900.00 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.