Portfolio Manager - Client Experience & Insights

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 is core to how we drive Responsible Growth. This includes our commitment to being an inclusive workplace, attracting and developing exceptional talent, supporting our teammates’ physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve.
Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations.
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 managing portfolio/programs specific to change initiatives, providing a products and services, or executing a function. Key responsibilities include leading cross-functional strategic initiatives for a line of business by ensuring delivery of outcomes from portfolio investments. Job expectations include using a business centric mindset with sound judgment and a tailored approach to communicating and influencing both vertically and horizontally to drive results, while prioritizing risk management and strategy development.

The Portfolio Manager for Client Experience & Insights will lead strategic initiatives designed to improve and elevate client experience across multiple business segments. This role is responsible for identifying high-impact opportunities, defining project scope, and driving execution of initiatives that improve client experience metrics and engagement. The ideal candidate combines strategic thinking, strong analytical capabilities, and exceptional communication skills. They will partner closely with leadership to shape client services messaging, translate complex business data into actionable insights, and develop compelling narratives that influence key stakeholders and drive meaningful business outcomes. This role requires the ability to integrate data, strategy, and storytelling to inform decisions and align leadership around initiatives that enhance the client journey.

Responsibilities:

• Manages and drives success around line of business performance in key operational and high risk metrics through detailed routines, initiatives, and technology improvements

• Serves as a primary contact to executive leadership and key partners to communicate change initiatives and gain support for the execution of projects and programs

• Monitors process or key metric performance to identify issues and proactively offers solutions to mitigate risk

• Hosts and actively participates in critical line of business meetings to provide regular updates on change initiatives and performance requirements and influences others to help drive success

• Manages strategies and controls to address policy, technology, environmental, and operational gaps

• Acts as a subject matter expert for all line of business products to help design procedures, policies, or career progression models that will enhance the associate and client experience

• Leads people that help support cross functional and high impact strategic initiatives, either directly or through dotted line engagement

Additional LOB Responsibilities:

• Identify and scope strategic initiatives aimed at improving client experience scores across multiple business segments.

• Partner with business leaders to translate insights into actionable programs that improve engagement and client experience.

• Collaborate with leadership to craft clear, high-impact messaging around client services strategy and initiatives.

• Present complex business insights and strategic recommendations in a clear, compelling, and concise manner.

• Craft clear narratives that connect data insights, strategic initiatives, and client outcomes

Required Qualifications:

• 2 + years of experience within Operations and/or related work experience

• Demonstrated experience leading complex cross-functional projects or strategic initiatives.

• Strong analytical skills with the ability to interpret complex business data and translate it into insights.

• Proven ability to influence stakeholders and drive alignment across diverse teams.

• Exceptional written and verbal communication skills with experience presenting to senior leadership.

• Highly proficient in executive-level presentations, narratives, and strategic communications.

Desired Qualifications

• Consumer Banking experience

• Program & Project Management

Skills

• Business Process Analysis

• Customer and Client Focus

• Project Management

• Risk Management

• Strategy Planning and Development

• Controls Management

• Process Design

• Process Simplification

• Stakeholder Management

• Strategic Thinking

• Analytical Thinking

• Change Management

• Influence

• Innovative Thinking

• Presentation Skills

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 - NY - Utica - 5701 Horatio St - 5701 Horatio Arterial (NY7501), US - RI - Riverside - 3400 Pawtucket Ave - East Providence Call Center (RI1530), US - VA - Richmond - 8011 VILLA PARK DR - VILLA PARK OPS CENTER BLDG B (VA2125)

Pay and benefits information

Pay range

$127,000.00 - $161,300.00 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.