Description

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 driving and executing on internal control discipline and operational excellence within a Line of Business (LOB) or Enterprise Control Function (ECF). Key responsibilities include providing analytical and administrative support for LOB or ECF specific processes and tools to drive adherence to enterprise-wide standards. Job expectations include monitoring and testing controls and implementing quality assurance and quality control processes within the LOB or ECF by evaluating data to help identify, track, and report issues and control improvements for remediation.

The Sr. Business Control Specialist is part of the Global Payments Solutions (GPS) Client Experience team and plays a key role in enabling insights, driving improvement, and supporting transformation initiatives related to client complaints and experience outcomes. This role blends analytical and reporting capabilities with process-oriented thinking and strong communication skills. While building and maintaining reporting and data assets is a core responsibility, the position is intentionally broader in scope-supporting thematic analysis, translating insights into clear narratives, and contributing to process improvement and transformation efforts across the Client Experience organization.

The ideal candidate brings a balance of analytical rigor, curiosity, and structured thinking, along with the ability to communicate clearly, collaborate effectively, and support improvement initiatives from problem definition through execution. Recognizing that strengths may vary, this role is well-suited for someone who is strong in analysis and reporting and also interested in developing or applying skills in process design, documentation, and light project or initiative management.

The Sr. Business Control Specialist will:

• Support complaints thematic analysis through data analysis, reporting, and insight generation

• Help evolve and enhance complaints data and reporting infrastructure in partnership with Enterprise reporting teams

• Contribute to identifying root causes, trends, and drivers of client complaints

• Translate findings into clear, well-written summaries and presentations for governance forums and senior stakeholders

• Support process improvement and transformation initiatives, depending on experience and interest

This role offers an excellent opportunity to deepen knowledge of GPS products, processes, and client experience drivers while building a well-rounded skill set across analytics, process improvement, and stakeholder engagement

Key Responsibilities:

Analysis, Reporting & Data Enablement

• Build, enhance, and maintain recurring and ad hoc reporting using tools such as MicroStrategy, SQL, Excel, Tableau, and/or Python

• Aggregate and enrich complaints data by accessing multiple systems of record, leveraging semi-automated solutions where appropriate

• Partner with Enterprise reporting and data teams to improve data quality, accessibility, and usability

Thematic Analysis & Insight Generation

• Assist in sampling, research, and root cause analysis of complaints to identify key themes and drivers

• Conduct targeted deep dives to uncover emerging risks, trends, or opportunities to improve the client experience

• Evaluate client-impacting initiatives, incidents, and people or operational processes through an analytical and client-centric lens

Process Improvement & Transformation Support

• Collaborate with Product, Operations, Credit, Sales, and other partners to identify and support process or product improvements

• Contribute to process design, documentation, and improvement efforts, including identifying gaps, inefficiencies, or control opportunities

• Support transformation or improvement initiatives through structured problem-solving, coordination, and follow-through

Communication & Stakeholder Engagement

• Prepare clear, concise written summaries and presentations of findings, root causes, and recommended mitigants for governance routines

• Communicate complex data and analysis in a way that is accessible and actionable for diverse audiences

• Build strong working relationships across the organization, including with senior leaders, based on trust, collaboration, and credibility.

Required Qualifications:

• 3+ years of experience in the financial services industry or a similarly complex, regulated environment
• Strong analytical and organizational skills with the ability to apply sound judgment when evaluating data, processes, and client impacts
• Advanced SQL and Excel skills, with demonstrated experience building, maintaining, and enhancing reporting and analytical outputs
• Proven ability to investigate, structure, and resolve complex or ambiguous problems with attention to detail and accuracy
• Strong written and verbal communication skills, including excellent grammar and the ability to communicate clearly with multiple levels of management
• Highly organized, self-motivated, and accountable; demonstrates a strong sense of ownership and urgency in meeting deliverables
• Ability to learn quickly, adapt to new information, and operate effectively in a fast-paced, evolving environment
• Demonstrated reliability and professionalism, including consistent attendance and adherence to agreed-upon work schedules

Desired Qualifications:

• Experience with analytical reporting and data visualization tools such as Tableau, MicroStrategy, or similar platforms
• Ability to present data and insights in clear, visually compelling formats tailored to different audiences
• Basic knowledge of statistics or statistical analysis techniques applied to business or operational data
• Experience or exposure to process design, process improvement, or operational transformation initiatives
• Experience supporting or managing projects, initiatives, or workstreams, including planning, coordination, and tracking progress
• Familiarity with Global Payments Solutions, Merchant Services, Digital Payment products, and/or Global Treasury Solutions

Additional Attributes for Success:

- Strong critical thinking skills, with the ability to connect data insights to practical recommendations

- Comfortable balancing analytical work with qualitative assessment, documentation, and stakeholder collaboration

- Interest in improving client experience outcomes through both data-driven insights and process-focused solutions

Skills:

• Controls Management
• Issue Management
• Monitoring, Surveillance, and Testing
• Quality Assurance
• Risk Management
• Analytical Thinking
• Attention to Detail
• Critical Thinking
• Problem Solving
• Written Communications
• Decision Making
• Innovative Thinking
• Prioritization
• Recording/Organizing Information
• Research

Shift:
1st shift (United States of America)

Hours Per Week:
40