Compliance & Operational Risk Manager - Client Services

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 role is a Global Compliance & Operational Risk (GCOR) Manager responsible for second line risk coverage of Client Services across Consumer and Small Business products, including contact center, digital, and social media servicing for deposit and lending activities.

The role leads a team of risk officers and sets the risk-based coverage strategy, providing independent oversight and effective challenge to the Front Line Unit (FLU), including review of the Single Process Inventory (SPI) and alignment of risks, controls, and metrics. This includes oversight of key FLU transformation initiatives, including deployment of AI-enabled capabilities (e.g., EricaAssist) and other artificial intelligence proof-of-concept implementations, ensuring appropriate risk identification, control design, and regulatory alignment.

Key responsibilities include oversight of risk assessments, monitoring, testing, and issue validation; ensuring effective control performance and remediation; and guiding the business on regulatory requirements. The role also aggregates and escalates key risks, delivering transparency and driving control improvements across high-volume, customer-facing servicing activities. Responsible for GCOR oversight of 29 processes within FLU (70% are Very High or High Risk).

Responsibilities:

• Assesses risks and effectiveness of Front Line Unit (FLU) processes and controls to ensure compliance with applicable laws, rules, and regulations, while responding to regulatory inquiries, other audits, and examinations
• Engages in activities to provide independent compliance and operational risk oversight of FLU or Control Function (CF) performance and any related third party/vendor relationships in alignment with the Global Compliance - Enterprise Policy, the Operational Risk Management - Enterprise Policy (collectively the Policies) and the Compliance and Operational Risk Management Program and Standard Operating Procedures
• Identifies and escalates problems or issues that arise and drives actions to address the root causes that lead to compliance risk issues and/or operational risk losses
• Manages inventory of processes, risks, controls, and associated metrics for risk appetite and limits, reporting violations of compliance or regulatory activities
• Assists in the development of independent risk management reporting for respective area(s) of coverage as input into country/regional governance and management routines
• Analyzes and interprets applicable laws, rules, and regulations to provide clear and practical advice to stakeholders, and identify and manage risks
• Reviews and challenges FLU/CF process, risk, Single Process Inventory, and FLU/CF Risk and Control Self-Assessment related to themes or trends, while monitoring the regulatory environment to identify regulatory changes applicable to area(s) of coverage
• Lead, coach, and develop a team of Compliance and Operational Risk officers, fostering a culture of accountability, continuous improvement, and effective risk management.

Required Qualifications:

• Minimum of seven years of relevant experience
• Experience leading teams through significant business, regulatory, technology, or organizational change initiatives.
• Deep knowledge of Consumer regulatory environment
• Understanding of call center operations, servicing processes, and tools
• Strong grasp of operational risk concepts and frameworks
• Relationship management and stakeholder engagement skills
• Strong interpersonal and team collaboration skills
• Solid project management and organizational capabilities
• Ability to manage multiple priorities in a fast-paced environment
• Proven ability to work under pressure and meet tight deadlines
• Self-starter with flexibility and strong drive
• Excellent written and verbal communication, including executive-level presentations

Desired Qualifications:

• Bachelor’s Degree in a related field
• Experience in financial services and/or a similarly regulated sector

Preferred Technical Skills:

Skills:

• Advisory
• Monitoring, Surveillance, and Testing
• Regulatory Compliance
• Reporting
• Risk Management
• Critical Thinking
• Influence
• Interpret Relevant Laws, Rules, and Regulations
• Issue Management
• Policies, Procedures, and Guidelines Management
• Leadership
• Coaching and Development
• Written Communications
• Executive Presence

Shift:

Hours Per Week: