Bus Strat & Init Mgr – Client Services Growth Performance

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 supporting the development and execution of strategic initiatives and/or processes aligned to priorities within a functional area and/or business. Key responsibilities include defining, developing, executing, monitoring, and/or refining strategic initiatives and processes in close collaboration with key stakeholders and internal partners.

This job is responsible for delivering performance management strategies and initiatives that enable consistent adoption of growth strategies and high-quality, consultative client engagement across Consumer and Small Business Client Services. Key responsibilities include partnering with stakeholders to strengthen needs assessment, compliant offer delivery and Digital First execution; translating performance analytics and insights into targeted performance management priorities; and equipping leaders with tools and resources to conduct effective and compliant coaching to drive growth.

Responsibilities:

• Builds and/or executes business initiatives and/or processes, while partnering with stakeholders and partners

• Solves complex problems and delivers on business initiatives and processes by applying subject matter expertise and technical knowledge of the business

• Engages with key stakeholders, partners, and business leadership to deliver on business objectives

• Performs analytics, assessments, and/or interpretation of data and/or information to identify business opportunities, derive insights, and measure outcomes

• Develops strategic and tactical plans to drive progress towards business goals and objectives

• Drives a comprehensive performance management program that enables consistent adoption of growth practices across Consumer and Small Business Client Services, with emphasis on client experience, consultative engagement and compliant relationship deepening

• Partners closely with stakeholders to strengthen agent and manager capabilities in needs-based conversations, compliant offer delivery and Digital First execution

• Translates performance, call quality, offer effectiveness and risk insights into targeted performance management programs, coaching frameworks and learning interventions

• Identifies gaps in skills, behaviors, processes and/or tool utilization that limit execution effectiveness – and implement pragmatic solutions to close proficiency gaps quickly

• Continuously enhances performance management routines, activities and approaches based on evolving client needs, product changes, risk considerations and Digital First delivery models

• Collaborates with process, technology and transformation teams to ensure performance initiatives align with simplified call flows, scripts, tools and operational handoffs that reduce friction for agents and clients

• Integrates Responsible Growth principles into all performance management initiatives and routines, ensuring agents understand consent and disclosure requirements and compliant offer delivery

• Develops and maintains dashboards to measure the ongoing effectiveness of offer delivery

• Develops and maintains strong leadership by equipping managers with advanced coaching and performance management capabilities.

• Ensures frontline managers are fully equipped to coach effectively by leveraging data, quality monitoring insights, observed behaviors and AI-enabled performance tools.

• Embeds data-driven coaching practices into leadership routines – reinforcing accountability for effective offer delivery, client outcomes, compliant behaviors and execution quality.

• Fosters a culture of professionalism, continuous improvement and ownership by embedding training and readiness expectations into onboarding, ongoing development and leadership cadence.

Required Qualifications:

• 5+ years of experience in performance management, project management, or large-scale operations.

• Ability to translate data into clear and meaningful action plans.

• Demonstrated ability to influence senior leaders and drive alignment across segments and partner organizations.

• Ability to lead through ambiguity, build structure from the ground up, and operationalize new performance routines.

• Strong communication skills with the ability to translate complex topics into clear, actionable guidance.

• Proficiency in Microsoft Outlook, Word, PowerPoint, and Excel.

Desired Qualifications:

• Experience in Client Services or similar high‑volume, frontline servicing environments.

Skills:

• Business Acumen

• Critical Thinking

• Customer and Client Focus

• Result Orientation

• Analytical Thinking

• Collaboration

• Oral Communications

• Stakeholder Management

• Adaptability

• Innovative Thinking

• Planning

• Prioritization

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 - MD - Hunt Valley - 11333 MCCORMICK RD - HUNT VALLEY II (MD5032), US - NV - Las Vegas - 1351 N Town Center Dr (NV1507), US - VA - Richmond - 8011 VILLA PARK DR - VILLA PARK OPS CENTER BLDG B (VA2125)

Pay and benefits information

Pay range

$117,500.00 - $185,000.00 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.