Sr. Business Control Specialist - Operational Excellence and Performance Senior Specialist

Bank of America · Charlotte

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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 and providing a culture of caring is core to how we drive Responsible Growth.

We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates’ physical, emotional, and financial wellness through affordable, competitive and flexible benefits. We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences.

These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve. Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs.

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 Operational Excellence & Performance Senior Specialist provides centralized operational support for Enterprise & People Services by coordinating management reporting, metric administration, access governance activities, and enterprise-wide initiatives. This role serves as the primary administrator for process management tools, ensuring accurate collection, maintenance and tracking of critical operational information. The individual acts as a central point of coordination across E&PS, providing visibility, consistence, and accountability for metrics reporting, access reviews, tool administration, and enterprise initiatives.

Responsibilities:

• Oversees the design and effectiveness of the risk and control environment to support Client Operational Services and ensure adherence to enterprise-wide standards
• Supports the monitoring and testing of controls by evaluating data to identify issues and control improvements for remediation
• Implements optimized controls and enhanced Quality Assurance (QA) practices to support business continuity efforts
• Conducts and coordinates quality inspection reviews to enhance employee performance and control effectiveness
• Performs QA activities including executing on controls, managing cases, and reporting results
• Executes initiatives by identifying areas of potential testing automation, procedural updates, thematic trends, test script updates, and coaching opportunities to enhance QA program success
• Supports the overall management of and research required for regulatory exams, internal audits, and other monitoring and inspection reviews and evaluates data and information relevant to inspection metrics to support governance activities for dashboard reporting
• Manage POP/SPI/ORCIT metric collection process inclusive of coordinating metric submissions from process/metric owners. Entry of all E&PS metrics into ORCIT tool. Produce metric reporting/dashboards where applicable
• Serve as SME for POP/ORCIT tools and partner with process owners and Business Controls to coordinate process and metric updates through standard intake template
• Manage quarterly access review process through distribution of access inventories. Collect evidence and approvals where applicable. Track completion and escalate non-responses
• Lead coordination of enterprise initiatives/projects across E&PS through project plans, milestones and status reporting. Act as central point of contact for E&PS and drive accountability across the team.​

Required Qualifications:

• 3-5+ years of experience in operational excellence, business operations, process management, risk/governance, project management, business controls, or related functions.
• Experience coordinating and administering management reporting, key performance indicators (KPIs), scorecards, or operational metrics.
• Demonstrated experience managing multiple priorities, deadlines, and deliverables across a diverse stakeholder group.
• Strong analytical skills with the ability to collect, validate, consolidate, and interpret operational data.
• Experience developing executive-level reporting, dashboards, presentations, and status updates.
• Strong attention to detail with a proven ability to maintain accurate records, documentation, and audit-ready evidence.
• Experience coordinating governance or control-related activities, including reviews, approvals, tracking, and escalation management.
• Excellent written and verbal communication skills with the ability to influence and drive accountability across stakeholders without direct authority.
• Strong proficiency with Microsoft Office Suite, particularly Excel, PowerPoint, and SharePoint.
• Proven ability to work independently while managing cross-functional initiatives and stakeholder relationships.

Desired Qualifications:

• Experience supporting enterprise functions such as Human Resources, Corporate Services, Operations, Risk, Technology, or Shared Services organizations.
• Knowledge of process management, operational risk management, controls governance, or performance management frameworks.
• Experience administering governance, workflow, reporting, or process management platforms (e.g., ORCIT, POP, Archer, ServiceNow, Power BI, Tableau, SharePoint, or similar tools).
• Project management experience, including development of project plans, milestone tracking, dependency management, and executive status reporting.
• Experience managing access governance, entitlement reviews, or other controls administration processes.
• Knowledge of process mapping, process improvement, Lean, Six Sigma, or Operational Excellence methodologies.
• Experience supporting regulatory, audit, compliance, or risk management activities.
• Professional certifications such as PMP, Lean Six Sigma Green Belt, CAPM, PMI-ACP, or equivalent.
• Experience facilitating enterprise initiatives involving multiple business units and senior stakeholders.
• Ability to identify opportunities for process simplification, standardization, and increased operational efficiency.

Skills:

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

Internal employees who are currently working from home are still eligible to apply. However, if selected for the role, you may be required to work onsite in accordance with the workplace excellence policy

Shift:

Hours Per Week: 

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