Bank of America
Senior Client Feedback Manager - Voices (Project Manager)
Bank of America, Charlotte, North Carolina, United States, 28245
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!
This leader will support all aspects of the program to ensure that user groups have complete confidence in the tool and are enabling business teams to use client feedback to improve client experience. The primary function will be to manage Voices processes and implement new feedback capabilities that align to client and bank expectations. This role will manage the risk and compliance efforts related to Voices, and ensure all deliverables are met in a timely fashion. The role will support the overall program by interfacing with various business groups helping to understand new business requirements needed in order to reduce risk of gathering client feedback. Leads initiatives for the Consumer Client Feedback Team, which is a division that focuses on improving client experience across the Consumer Bank. Bank of America Voices is the primary client feedback tool used within the consumer bank. Each month, we receive ~1MM responses from our clients that help our teams improve the client experience. The Client Feedback team supports 42 different business programs gathering client feedback for 90% of consumer interactions. We have 100+ user profiles and 60k users across consumer.
Responsibilities
Determines testing methods needed for assigned projects, educates resources, partners with all testing teams engaged, and analyzes reporting and assembled data to define problems
Manages and directs project parameters, costs, project testing execution, resource allocation, and cost/benefit analysis
Partners with operations management on creating project impact and providing direction and guidance to internal teams
Coordinates development of key project deliverables in partnership with various key internal and external business partners
Manages and leads the execution of multiple and often competing priorities to meet deadlines and adhere with policies and procedures
Establishes project status routines and tracks critical path deadlines and overall business measures for success
Oversees defect resolution and roadblock clearing efforts to enable successful completion of testing
Required Qualifications
3 + Years with Bank of America
Working knowledge of Consumer bank business areas, products, programs and technology
Robust analytical and problem solving skills; experience making fact-based decisions
Ability to identify, assign, track, elevate and resolve issues
Strong interpersonal skills required to navigate, build relationships, and work across the company
Ability to deliver formal presentations in person or virtually
Proficiency with Microsoft Office product suite, with emphasis on strong Excel and PowerPoint skills
Experience using collaboration tools such as SharePoint and WebEx
Solid written and verbal communication skills
Solid organizational skills and attention to detail
Excellent time management skills with the ability to prioritize requests
Proven ability to manage multiple, differentiated tasks simultaneously
Desired Qualifications
Client Experience / Experience with Bank of America Voices Application
Test Management / Application Lifecycle Management (ALM) Tool
Analytics / Data Science background
Project Management experience
Experience with Tableau and/or other data analysis tools
Skills
Attention to Detail
Critical Thinking
Customer and Client Focus
Prioritization
Risk Management
Active Listening
Coaching
Collaboration
Planning
Performance Management
Business Case Review
Change Management
Conflict Management
Process Mapping
Project Management
Minimum Education Requirement High School Diploma / GED / Secondary School or equivalent
For internal employees; participation in a work from home posture does not make you ineligible to post, however, may require to meet the workplace excellence policy
Enterprise Description This job is responsible for managing large projects for an operations department or Line of Business. Key responsibilities include directing the research of existing operations, procedures, workflow, product, and service requirements and managing the analysis of assembled data to define problems, including cost/benefit analysis and scope of the project. Job expectations include overseeing end-to-end project status, project health, mitigation, and timely escalation and working directly with senior management to set and maintain strategic project direction.
Shift 1st shift (United States of America)
Hours Per Week 40
Pay Transparency details US - MA - Boston - 100 Federal St - 100 Federal St Lp (MA5100), US - NJ - Pennington - 1150 AMERICAN BLVD - HOPEWELL ASSEMBLY A (NJ2115), US - NY - New York - 1114 Avenue Of The Americas - Grace (NY1544), US - RI - Riverside - 3400 Pawtucket Ave - East Providence Call Center (RI1530) Pay and benefits information Pay range $113,000.00 - $143,100.00 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.
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This leader will support all aspects of the program to ensure that user groups have complete confidence in the tool and are enabling business teams to use client feedback to improve client experience. The primary function will be to manage Voices processes and implement new feedback capabilities that align to client and bank expectations. This role will manage the risk and compliance efforts related to Voices, and ensure all deliverables are met in a timely fashion. The role will support the overall program by interfacing with various business groups helping to understand new business requirements needed in order to reduce risk of gathering client feedback. Leads initiatives for the Consumer Client Feedback Team, which is a division that focuses on improving client experience across the Consumer Bank. Bank of America Voices is the primary client feedback tool used within the consumer bank. Each month, we receive ~1MM responses from our clients that help our teams improve the client experience. The Client Feedback team supports 42 different business programs gathering client feedback for 90% of consumer interactions. We have 100+ user profiles and 60k users across consumer.
Responsibilities
Determines testing methods needed for assigned projects, educates resources, partners with all testing teams engaged, and analyzes reporting and assembled data to define problems
Manages and directs project parameters, costs, project testing execution, resource allocation, and cost/benefit analysis
Partners with operations management on creating project impact and providing direction and guidance to internal teams
Coordinates development of key project deliverables in partnership with various key internal and external business partners
Manages and leads the execution of multiple and often competing priorities to meet deadlines and adhere with policies and procedures
Establishes project status routines and tracks critical path deadlines and overall business measures for success
Oversees defect resolution and roadblock clearing efforts to enable successful completion of testing
Required Qualifications
3 + Years with Bank of America
Working knowledge of Consumer bank business areas, products, programs and technology
Robust analytical and problem solving skills; experience making fact-based decisions
Ability to identify, assign, track, elevate and resolve issues
Strong interpersonal skills required to navigate, build relationships, and work across the company
Ability to deliver formal presentations in person or virtually
Proficiency with Microsoft Office product suite, with emphasis on strong Excel and PowerPoint skills
Experience using collaboration tools such as SharePoint and WebEx
Solid written and verbal communication skills
Solid organizational skills and attention to detail
Excellent time management skills with the ability to prioritize requests
Proven ability to manage multiple, differentiated tasks simultaneously
Desired Qualifications
Client Experience / Experience with Bank of America Voices Application
Test Management / Application Lifecycle Management (ALM) Tool
Analytics / Data Science background
Project Management experience
Experience with Tableau and/or other data analysis tools
Skills
Attention to Detail
Critical Thinking
Customer and Client Focus
Prioritization
Risk Management
Active Listening
Coaching
Collaboration
Planning
Performance Management
Business Case Review
Change Management
Conflict Management
Process Mapping
Project Management
Minimum Education Requirement High School Diploma / GED / Secondary School or equivalent
For internal employees; participation in a work from home posture does not make you ineligible to post, however, may require to meet the workplace excellence policy
Enterprise Description This job is responsible for managing large projects for an operations department or Line of Business. Key responsibilities include directing the research of existing operations, procedures, workflow, product, and service requirements and managing the analysis of assembled data to define problems, including cost/benefit analysis and scope of the project. Job expectations include overseeing end-to-end project status, project health, mitigation, and timely escalation and working directly with senior management to set and maintain strategic project direction.
Shift 1st shift (United States of America)
Hours Per Week 40
Pay Transparency details US - MA - Boston - 100 Federal St - 100 Federal St Lp (MA5100), US - NJ - Pennington - 1150 AMERICAN BLVD - HOPEWELL ASSEMBLY A (NJ2115), US - NY - New York - 1114 Avenue Of The Americas - Grace (NY1544), US - RI - Riverside - 3400 Pawtucket Ave - East Providence Call Center (RI1530) Pay and benefits information Pay range $113,000.00 - $143,100.00 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.
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