Program Manager - Client Protection Shared 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 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 Summary:

This job is responsible for overseeing programs and projects specific to corporate change initiatives that impact how the bank does business, provides a product or service, or executes a function. Key responsibilities include serving as the primary contact to department managers for critical change initiatives and communicating, influencing, and negotiating vertically and horizontally to obtain or leverage resources. Job expectations include delivering regulatory and executive materials and ensuring results align to program strategy, simplification, and new capabilities.

Bank of America is investing in programs that improve fraud detection while also improving employee and client experience.  Client Protection programs are defined by themes and may include projects/initiatives related to: Authentication, Identity, Fraud Strategies, Claims, Digital Self-Service, Data, Analytics and Digital and Product Initiatives.

Client Protection Shared Services (CPSS) is looking for an experienced strategic leader to help deliver a five-year road map of change that will build fraud resilient products and experiences, simplify our end-to-end platforms, and accelerate detection using data and advanced analytics.  The role requires a strategic mindset, ability to execute end to end independently, influence above, across and down successfully, transformation and change management at scale, a strong customer service mindset and an ability to leverage data to manage transparently, identify risks and drive consistent delivery. The ideal candidate will have a passion for improving both client and employee experience and a background in managing process/project/ transformational change with strong skills in executive story telling.

Responsibilities:

• Defines program controls, processes, procedures, reporting cadence, decision governance structures, and ways of working with key stakeholders
• Works closely with project sponsors, cross-functional teams, and assigned project managers to develop the scope, deliverables, required resources, work plan, budget, and timing for new change initiatives
• Monitors the execution of defined tasks through tracking of program milestones and their statuses, developing program plans, and measuring progress against ongoing key performance indicators
• Analyzes, evaluates, and overcomes program risks, and produces program reports for managers and stakeholders
• Identifies key requirements for cross-functional teams and external vendors to perform in alignment with the program objectives
• Works with other program managers to identify risks and opportunities across multiple projects within the department, leading them to negotiate decision making for efficient and effective resolution
• Meets with stakeholders to provide transparency into project issues and decisions on services, builds positive relationships, asks questions, and uses tools to uncover root causes to challenges, identify opportunities, and make recommendations

• Manage horizontal program from end to end by partnering with executives, business sponsors, and stakeholders across Client Protection & Consumer.
• Ensure adherence to all Enterprise and RPSBB Change Standards (UCRA), deliver on time and achieve the desired business impact.
• Provide strategic recommendations on how to execute the work more efficiently and effectively with capacity and process handoffs.
• Influence without authority, identify and remove obstacles/barriers to program delivery.
• Create compelling presentation materials maximizing the features of MS 365 and CoPilot
• Provide project updates on a consistent basis to horizontal partners and senior leaders.
• Cultivate and manage relationships inside/outside Client Protection as well as on the Client Protection Shared Services team.

Required Qualifications:

• 5+ years Project or Program Management experience in Consumer or at the enterprise level.
• Program Planning and end to end execution.
• Ability to effectively communicate with executives, stakeholders, managers, peers, and business partners on business impacts, deliverables, timelines, and support needed
• Stakeholder management across business, technology, operations, risk, and leadership teams
• Proficient with M365 and Microsoft Office especially Excel and PowerPoint - building slides using data to tell a story
• Strong skills in executive communication, presentations, and meeting facilitation
• Strategic thinking with the ability to align initiatives to business objectives
• Proven consulting, problem-solving, and process optimization skills.
• Excellent executive communication, influence, and stakeholder management abilities.
• Influencing without authority and driving alignment.

Desired Qualifications:

• Bachelor's degree
• Project Management certification
• Program governance, reporting cadences, and executive forums.
• Risk, issue, dependency, and mitigation management.
• Cross-functional leadership, coordination, and accountability.
• Financial acumen, budget planning, ROI, and benefits realization.
• Change management, adoption planning, and process transformation.
• Data, analytics, automation, AI/GenAI, and MS 365 literacy.
• Knowledge of AI/GenAI, automation, cloud technologies, and digital transformation.
• Strong data analytics and insight-driven decision-making capabilities.
• Experience with Agile methodologies, product operating models, and roadmap development. 
• Experience managing vendors, technology partners, and delivery governance.

Skills:

• Consulting
• Problem Solving
• Program Management
• Project Management
• Reporting
• Collaboration
• Executive Presentations
• Performance Management
• Presentation Skills
• Issue Management
• Oral Communications
• Process Design
• Process Performance Management

Shift:

Hours Per Week: 

Pay Transparency details

US - IL - Chicago - 110 N Wacker Dr - Bank Of America Tower Chicago (IL4110), US - RI - Riverside - 3400 Pawtucket Ave - East Providence Call Center (RI1530)

Pay and benefits information

Pay range

$117,000.00 - $175,100.00 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.