Bank Of America Corporation Charlotte , NC 28201
Responsible for leading enterprise process excellence activities across the enterprise process oversight teams. Activities developing the approach and methodology for process documentation to identify critical path for effective and efficient process execution across the areas overseen by EPOs.
Including working with Front Line Unit and Operational partners to ensure primary product and service processes are accurately integrated. Partner with Operational Excellence leaders to adhere to enterprise requirements and control functions to efficient integrate monitoring and testing requirements. Initial scope will focus on the enterprise complaints process documenting critical path and customer journey as required by remediating regulator enforcement actions and the complaint auto-capture future state.
For identified opportunities, ensure transparency, "issue" identification and drive change control for remediation. Analyze business processes and ensure optimization for process excellence and customer experience.Partner with FLU's and Technology organization to optimize complaint workflows, accounting for the new complaint definition and all down steam process and regulatory requirements. Quality Control and assurance for workflows and requirements.
Experience working with regulators, compliance and risk
Ability to work across multiple Front Line Units across LOB'sStrong process and controls background
Experience working in high visibility, high pressure environments
Ability to decompose complex issue and drive timely decision making Process & Customer Journey mapping
Leadership CompetenciesExecutive presence
Strategic thinking at an Enterprise level
Strong risk mindset
Strong relationship management skills to navigate the complexities of gaining buy-in, building consensus and resolving conflicts
Posting Date: 09/24/2018
Location: Charlotte, NC, ONE BANK OF AMERICA CENTER, 150 N COLLEGE ST, Addison, TX, 16001 N Dallas Pkwy (TX8044), - United States
Travel: Yes, 25% of the time
Full / Part-time: Full time
Hours Per Week: 40
Shift: 1st shift