Process Design Manager - Process Owner - Claims

Bank of America; Town of Newark (WI); On-site; USD 128,000 - 161,000; Full time

Job summary

Bank of America is seeking a senior professional to oversee process improvement and transformation initiatives within Operational Excellence. You will lead complex projects, partner with executives, map processes, and govern portfolio health to deliver measurable performance gains across the organization.

The role emphasizes collaboration with LOB stakeholders, adherence to governance, and driving sustainable improvements in efficiency, quality, and customer outcomes.

Qualifications

• Experience in process owner roles or process design.
• Experience in managing risk and drive process improvement.
• Executive presence and ability to lead meetings with executives.
• Problem solving, follow-up, and ability to elevate and gain resolution.
• Ability to juggle multiple responsibilities and prioritize.
• Proficiency in identifying and mitigating day-to-day risk.
• Strong written, oral, and listening communication skills to influence across levels.
• Attention to detail and a drive for flawless execution.
• Willingness to challenge status quo and think strategically.
• Experience in strategy planning and project management.
• Self-starter with minimal supervision and clear, concise communication.

Responsibilities

• Lead complex process improvement initiatives aligned to strategic goals.
• Partner with executives and stakeholders to drive program budgets and decisions.
• Document end-to-end process maps, controls, and metrics.
• Govern and inspect health of programs and portfolios.
• Apply change management to processes and ensure policy adoption.
• Capture feedback and prioritize improvement opportunities.
• Simplify processes before leveraging technology or automation.
• Monitor KPIs and manage risks and issues.
• Own deliverables for SPI Champion initiatives and client impact.

Skills

Process ownership

Risk management

Executive presence

Meeting leadership

Communication

Strategic thinking

Project management

Self-starter

Attention to detail

Process design

Single Process Inventory

Education

Bachelor’s degree or equivalent

Tools

Single Process Inventory

Job 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 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 Summary:

This job is responsible for managing the assessment, development, execution, and oversight of process improvement and transformation initiatives in support of Operational Excellence objectives to achieve short and long-term strategic goals. Key responsibilities include demonstrating correlation between process engineering best practices, breakthrough productivity, customer satisfaction, and measurable continuous process improvement results. Job expectations include partnering with business executives and deployment champions to make strategic project implementation and budgeting decisions.

Responsibilities:

• Implements highly complex solutions in support of performance plan objectives to resolve issues and risks, optimize efficiency, reduce variability, and improve controls, effectiveness, quality, and sustainability
• Oversees partnerships with support organizations and Line of Business (LOB) partners to gather information needed to support the implementation of solutions that resolve critical business challenges and opportunities
• Integrates process design best practices and applies business redesign concepts to ensure continuous process improvement tactics are in alignment with long-term strategic goals
• Manages change by establishing appropriate governance routines to inspect the health of programs and project portfolios aligned to a unit or division within an LOB
• Ensures Enterprise Change Management policies and standards are applied and adopted to change initiatives in partnership with LOB stakeholders
• Document end to end process maps, controls, metrics, risks, and customer impacts
• Ensure the process is performing effectively and risks are well controlled
• Monitor key performance metrics for process and controls
• Review metrics, discuss action plans and provide input to solve for open issues
• Own all deliverables related to SPI Champion continuous improvement to enhance the client experience
• Capture feedback to identify and prioritize improvement opportunities
• Simplify the process before leveraging technology to enhance or automate
• Connect with OpEx Champion to ensure the improvement idea is captured (initiate funding request, if needed) and implement process enhancements
• Implement solutions to address issues and risks, optimize efficiency, reduce variability, and improve controls, quality, and sustainability
• Gather feedback and identify needs for further training and/procedure updates
• Take ownership of response/approvals for requests related to regulatory exams, internal audits, and other monitoring and inspection reviews
• Gather information needed to identify and implement solutions that resolve critical business challenges and opportunities
• Leverages analytics and critical thinking solve problems and translate issues into process improvements with clearly defined business case benefit

Required Qualifications:

• Experience in process owner roles or process design, including experience with Single Process Inventory
• Experience in managing risk and drive process improvement
• Executive presence and ability to lead meetings, including meetings with executive participants
• Demonstrated problem solving, strong follow-up skills and ability to elevate and gain resolution as needed
• Ability to juggle multiple responsibilities and prioritize when needed
• Proficiency in day-to-day risk identification and mitigation, and ability to communicate and reinforce the bank’s risk culture
• Strong written, oral, and active listening communication skills, including ability to influence partners at all levels in the organization and drive consensus
• Strong attention to detail and a passion for ensuring flawless execution
• Intellectual curiosity and the willingness to challenge the status quo
• Strong critical thinking and problem solving, strategy planning and project management experience
• Self-starter with ability to work with minimal supervision
• Effective communication (both in writing and when speaking) using clear, concise and simple language.
• Organizationally savvy; knows how to make connections across geographies, businesses and hierarchies to get things done
• Demonstrated ability to encourage collaboration, connection and teamwork within and beyond his/her team
• Bachelor’s degree or equivalent work experience

Desired Qualifications:

• Previous experience and/or in depth knowledge of Client Protection Claims processes
• Previous experience in Controls/Risk Process Management

Certification Skills:

• Business Process Analysis Continuous Improvement Process Design Process Management Process Performance Measurement Conflict Management Critical Thinking Program Management Scenario Planning and Analysis Strategic Thinking Decision Making Drives Engagement Relationship Building

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: 1st shift (United States of America) Hours Per Week: 40

Pay Transparency details US - RI - Lincoln - 670 George Washington Hwy (RI1541) Pay and benefits information Pay range $127,500.00 - $161,300.00 annualized salary, offers to be determined based on experience, education and skill set.

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.

Bank of America is committed to help employees through the transition period when they’re displaced as a result of a workforce reduction, realignment or similar measure.

Getting started

1. Determine the job or types of jobs you want to do and research their responsibilities and qualifications.
2. Think about why you can do the job and make a list of your skills that are relative to the job.
3. Identify experiences or accomplishments that show your proficiency in the skills required for the job.
4. Summarize your abilities, accomplishments and skills into a brief, concise document.

Considerations when writing a resume

• Do be brief. Resumes should be 1-2 pages in length.
• Do be upbeat and active in your wording.
• Do emphasize what you have done clearly and concretely.
• Do be neat and well organized.
• Do have others proofread and critique your resume. Spell check. Make it error free.
• Do use high quality, white or light colored 8 1/2 x 11 paper. Use a laser printer if possible.
• Don't be dishonest, always tell the truth about yourself in the most flattering light.
• Don't include salary history or requirements.
• Don't include references.
• Don't include accomplishments that do not support your professional goals.
• Don't include anything that isn't relevant. (For example, don't mention your fondness for swimming unless you want to work on the water.)
• Don't use italics, underlining, shadows or other fancy treatments.

Seven steps to a successful interview

1. Anticipate –Put yourself in the interviewer's position. What do you believe the interviewer is most interested in? Why do you think you have been invited to interview?
2. Research –What are the primary functions of the line of business? What are the success factors for the job? Is there a job description available?
3. Assess –Think about your skills, abilities, knowledge, interests, traits, values and accomplishments. Match them to what you know about the job. Consider which ones you should highlight.
4. Prepare Answers –Think about what the interviewer may ask, determine what the best answer is and write it down.
5. Prepare Questions –Interviewing is a two-way street. By asking thoughtful questions you communicate your interest and learn a lot about the job. Choose two or three questions to ask your interviewer. Avoid asking a lot of questions about vacation time or breaks.
6. Practice –It may seem awkward, but it is the best way to come across well in an interview. Practice your own "great responses" with others or in front of a mirror until you appear relaxed and at ease.
7. Follow-up –Send a brief follow-up letter to the interviewer. Keep in mind that the many job searchers will not send a follow-up letter. Sending one can become a competitive advantage.

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