Bank of America
Portfolio Manager - Thematic Analysis
Bank of America, Phoenix, Arizona, United States, 85003
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
Thematic Analysis Portfolio Manager
plays a critical role in identifying, analyzing, and reporting on recurring themes and trends within
Client Services Complaints . This associate will be responsible for synthesizing qualitative and quantitative data to uncover root causes, inform strategic decisions, and support continuous improvement across the organization. Job expectations include using artificial intelligence, 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. Responsibilities: Manages and drives success around client experience and operational performance by analyzing complaint themes and identifying high-risk or recurring issues
Serves as a primary contact to executive leadership and key partners to communicate insights from thematic analysis and gain support for strategic initiatives
Monitors complaint trends and key metrics to proactively identify emerging risks and recommend solutions that improve processes and reduce friction
Hosts and actively participates in critical line of business meetings to provide updates on complaint themes, resolution effectiveness, and performance requirements
Manages strategies and controls to address gaps in policy, technology, and operations identified through complaint analysis
Acts as a subject matter expert on client services complaints, helping to design procedures, policies, and escalation models that enhance both the associate and client experience
Leads people and cross-functional teams that support high-impact strategic initiatives related to complaint management, either directly or through dotted-line engagement
Managerial Responsibilities: This position may also have responsibilities for managing associates. At Bank of America, all managers at this level demonstrate the following responsibilities, in addition to those specific to the role, listed above. Opportunity & Inclusion Champion: Models an inclusive environment for employees and clients, aligned to company Great Place to Work goals.
Manager of Process & Data: Demonstrates deep process knowledge, operational excellence and innovation through a focus on simplicity, data based decision making and continuous improvement.
Enterprise Advocate & Communicator: Communicates enterprise decisions, purpose, and results, and connects to team strategy, priorities and contributions.
Risk Manager: Ensures proper risk discipline, controls and culture are in place to identify, escalate and debate issues.
People Manager & Coach: Provides inspection, coaching and feedback to motivate, differentiate and improve performance.
Financial Steward: Actively manages expenses and budgets in alignment with objectives, making sound financial decisions.
Enterprise Talent Leader: Assesses talent and builds bench strength for roles across the organization.
Driver of Business Outcomes: Delivers results by effectively prioritizing, inspecting and appropriately delegating team work
Required Qualifications: 3+ years experience of demonstrated success in project management, including planning, execution, and delivery of complex initiatives
3+ years experience leading high-performing teams of individual contributors, fostering collaboration and accountability
Working knowledge of Complaints (CRT, CQC, and Auto Capture/Resolve)
Strong communication skills, written and verbal, with the ability to create compelling business cases, articulate complex issues simply, appropriately convey leadership messages and actively listen
Must be proficient in data management and analytics, particularly with establishing key success metrics that demonstrate business value and effective control monitoring to mitigate initiative/business risk
Exhibits a high motivation to succeed and convey a sense of urgency for constantly improving performance and the organization, with attention to achieving results through collaboration
Proven stakeholder relationship/influence management and interpersonal skills to achieve swift adoption of ideas
Ability to build strong business cases supported by actionable data
Desired Qualifications: Agile, PMP or Six Sigma certification
Knowledge of project tools, particularly JIRA
Organizationally savvy, with the ability to navigate the enterprise effectively to identify and partner with key stakeholders.
Strong controls awareness associated with laws, rules and regulations.
Foundational Understanding of Change Management Processes
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 & Storytelling Skills
Shift: 1st shift (United States of America)
Hours Per Week: 40 #J-18808-Ljbffr
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
Thematic Analysis Portfolio Manager
plays a critical role in identifying, analyzing, and reporting on recurring themes and trends within
Client Services Complaints . This associate will be responsible for synthesizing qualitative and quantitative data to uncover root causes, inform strategic decisions, and support continuous improvement across the organization. Job expectations include using artificial intelligence, 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. Responsibilities: Manages and drives success around client experience and operational performance by analyzing complaint themes and identifying high-risk or recurring issues
Serves as a primary contact to executive leadership and key partners to communicate insights from thematic analysis and gain support for strategic initiatives
Monitors complaint trends and key metrics to proactively identify emerging risks and recommend solutions that improve processes and reduce friction
Hosts and actively participates in critical line of business meetings to provide updates on complaint themes, resolution effectiveness, and performance requirements
Manages strategies and controls to address gaps in policy, technology, and operations identified through complaint analysis
Acts as a subject matter expert on client services complaints, helping to design procedures, policies, and escalation models that enhance both the associate and client experience
Leads people and cross-functional teams that support high-impact strategic initiatives related to complaint management, either directly or through dotted-line engagement
Managerial Responsibilities: This position may also have responsibilities for managing associates. At Bank of America, all managers at this level demonstrate the following responsibilities, in addition to those specific to the role, listed above. Opportunity & Inclusion Champion: Models an inclusive environment for employees and clients, aligned to company Great Place to Work goals.
Manager of Process & Data: Demonstrates deep process knowledge, operational excellence and innovation through a focus on simplicity, data based decision making and continuous improvement.
Enterprise Advocate & Communicator: Communicates enterprise decisions, purpose, and results, and connects to team strategy, priorities and contributions.
Risk Manager: Ensures proper risk discipline, controls and culture are in place to identify, escalate and debate issues.
People Manager & Coach: Provides inspection, coaching and feedback to motivate, differentiate and improve performance.
Financial Steward: Actively manages expenses and budgets in alignment with objectives, making sound financial decisions.
Enterprise Talent Leader: Assesses talent and builds bench strength for roles across the organization.
Driver of Business Outcomes: Delivers results by effectively prioritizing, inspecting and appropriately delegating team work
Required Qualifications: 3+ years experience of demonstrated success in project management, including planning, execution, and delivery of complex initiatives
3+ years experience leading high-performing teams of individual contributors, fostering collaboration and accountability
Working knowledge of Complaints (CRT, CQC, and Auto Capture/Resolve)
Strong communication skills, written and verbal, with the ability to create compelling business cases, articulate complex issues simply, appropriately convey leadership messages and actively listen
Must be proficient in data management and analytics, particularly with establishing key success metrics that demonstrate business value and effective control monitoring to mitigate initiative/business risk
Exhibits a high motivation to succeed and convey a sense of urgency for constantly improving performance and the organization, with attention to achieving results through collaboration
Proven stakeholder relationship/influence management and interpersonal skills to achieve swift adoption of ideas
Ability to build strong business cases supported by actionable data
Desired Qualifications: Agile, PMP or Six Sigma certification
Knowledge of project tools, particularly JIRA
Organizationally savvy, with the ability to navigate the enterprise effectively to identify and partner with key stakeholders.
Strong controls awareness associated with laws, rules and regulations.
Foundational Understanding of Change Management Processes
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 & Storytelling Skills
Shift: 1st shift (United States of America)
Hours Per Week: 40 #J-18808-Ljbffr