Consumer Complaints & Risk Operations Lead

Bank of America; Phoenix (AZ); On-site; USD 90,000 - 130,000; Full time

Job summary

Bank of America is seeking a Manager to lead a team supporting regulatory complaints, focusing on process improvements and risk management. The role emphasizes coaching, performance management and data-driven decision-making to ensure compliant operations.

This position requires strong communication, the ability to manage priorities in a fast-paced environment, and a commitment to developing talent within an in-office setting in the United States.

Qualifications

• 2+ years of current people-management or leadership experience in CARE Regulatory Complaints
• Strong written and verbal communication skills with employees, leaders, partners, and clients
• Ability to lead a team effectively in a fast-paced, high-pressure environment
• Commitment to employee engagement, development, and knowledge sharing
• Proven ability to prioritize team workloads, meet deadlines, and maintain quality
• Experience setting expectations, coaching employees, and improving team performance
• Ability to manage performance, recognize achievements, and address difficult employee matters
• Strong understanding of complaint standards and the ability to ensure team compliance
• Risk-focused mindset with sound judgment and timely escalation of issues
• Ability to build accountability, trust, and collaboration across the team and partner groups

Responsibilities

• Executes a Line of Business strategy by driving key initiatives, process improvements, and procedural changes to meet the needs of the business
• Analyzes data, identifies trends, and provides recommendations and a corresponding action plan to drive overall performance improvement
• Handles escalated and complex client inquiries and requests by conducting research to resolve concerns in a timely manner and in compliance with industry regulations and bank procedures
• Manages competing business and administrative priorities to optimize productivity, reduce performance variability, and achieve peak performance metrics in a high volume, high capacity, and high execution environment
• Inspects and evaluates employee results, ensures coaching is implemented, and focuses on the key behaviors that drive desired results

Skills

Coaching

Customer Service Management

Customer Focus

Issue Management

Performance Management

Active Listening

Decision Making

Inclusive Leadership

Problem Solving

Talent Development

Analytical Thinking

Drives Engagement

Hiring and Onboarding

Process Performance Measurement

Risk Management

Job description

Bank of America is seeking a Manager to lead a team supporting regulatory complaints, focusing on process improvements and risk management. The role emphasizes coaching, performance management and data-driven decision-making to ensure compliant operations.

This position requires strong communication, the ability to manage priorities in a fast-paced environment, and a commitment to developing talent within an in-office setting in the United States.