Job Description:

Bank of America is committed to ensuring fair and consistent treatment for Consumer and Small Business remediation efforts. To drive enterprise wide consistency & accuracy, the Remediation team provides ‘in house’ remediation for impacts to Bank of America (the Bank)’s customers. Remediation consists of dedicated resources with expertise to manage the end-to-end execution of ongoing and one-time remediation efforts.

The Remediation Team performs customer remediation for the following products:

• U.S. Consumer Card
• Consumer Finance (Gold Option/Gold Reserve)
• U.S. Consumer Checking
• U.S. Consumer Savings
• U.S. Small Business Checking
• U.S. Small Business Savings
• U.S. Small Business Card

This role will manage a team responsible for processes that support remediation efforts for Consumer (card/deposit) and Small Business products. Oversees the operations, workflow and project management for efforts impacting the team. This position requires determining key priorities for their team while also providing analytical and technical guidance to drive project completion within timeframes.

Responsibilities include participating in audits and exam oversights, communicating business trends to senior leadership, and guiding all aspects of project development. Proven experience at developing technical skills for their team. Sound knowledge of SAS/SQL, financial statements, and business processes preferred

Required Skills:

• 8 years of people management experience and 5 years of business strategy management experience and/or risk management experience preferred.

• Product and Product SOR - Prior knowledge and experience with Consumer (card/deposit) and Small Business products including types of fees, payment applications, interest calculation, rewards, statements. Ability to navigate in customer SOR (TSYS, Impact/BOSS, Rewards SuperStation) to confirm and research transactions.

• Project Management – ability to track progress on work priorities, identify problems/issues, and develop contingency plans as necessary.

• Business Acumen & Relationships - Proven ability to establish and develop interpersonal relationships and work collaboratively with multiple levels of the organization, cross-functional teams, and across multiple work locations.

• Organizational Skills - Highly organized, detail-oriented, self-starter and ability to think and work independently in a fast-paced environment.

• Adaptability - Willingness to improve, develop skills, innovate, and adjust priorities in response to changing work demands and business expectations.

• Risk Management - Ability to identify, resolve or escalate issues to ensure that program timelines are met.

• Communication skills - Communicates with candor and transparency, complex ideas and issues using clear, concise, and understandable language (presentation and influencer).

• Technical skills - Proficient in Microsoft Office Applications (Word, Excel, Power-Point and Adobe Pro.

Desired Skills:

• 5 years of Project and Issues Management experience

• Technical Skills – Working knowledge of SQL Server, Sasgrid, UNIX, SAS Enterprise Guide and JAMS Client. Additional systems include Java, CSS, PowerShell, Visual Studios 2017, Horizon, Tableau and Python. Knowledge of databases including Teradata, W, Hadoop database structures including table organization, ability to identify key fields and data.

• Analytic Skills - Strong analytic skills including ability to analyze data to drive differentiated performance. Manage, structure, and consolidate large amounts of data (building in validation to ensure accuracy).

• Experience or strong knowledge of operational support functions

• Proven history of applying creativity & logic to solve problems

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