Process Design Manager

📍 Job Overview

Job Title: Process Design Manager Company: Bank of America Location: Charlotte, NC (with potential for Jacksonville, FL; Addison, WI; Westlake Village, CA; Pennington, AL) Job Type: Full-Time Category: Operations Management / Process Improvement Date Posted: November 19, 2025 Experience Level: 5-10 years Remote Status: Hybrid

🚀 Role Summary

• This role is central to driving operational excellence through the strategic design, development, and implementation of complex process improvement initiatives.
• It requires a strong focus on integrating process engineering best practices to achieve breakthrough productivity, enhance customer satisfaction, and deliver measurable, continuous process improvements.
• The position involves significant collaboration with business executives and champions to inform strategic project implementation and crucial budgeting decisions, aligning with overarching operational objectives.
• Key to success will be the ability to manage enterprise-level, multi-team processes, ensuring adherence to established governance routines and Enterprise Change Management policies.

📝 Enhancement Note: The job title "Process Design Manager" and the mention of "Operational Excellence objectives," "process improvement and transformation initiatives," and "breakthrough productivity" strongly suggest this role falls under the umbrella of Operations Management, with a specialized focus on Process Improvement and potentially Revenue Operations or GTM Operations if the processes managed directly impact sales or client lifecycles. The requirement to "demonstrate correlation between process engineering best practices, breakthrough productivity, customer satisfaction, and measurable continuous process improvement results" highlights a data-driven approach typical in these fields.

📈 Primary Responsibilities

• Spearhead the implementation of highly complex solutions designed to meet performance plan objectives, focusing on resolving critical issues and mitigating risks.
• Drive efficiency, reduce process variability, and enhance controls, overall effectiveness, quality, and sustainability through strategic process redesign.
• Cultivate and manage robust partnerships with support organizations and Line of Business (LOB) partners to gather essential information for solution implementation.
• Apply advanced process design best practices and business redesign concepts to ensure continuous process improvement tactics directly support long-term strategic goals and operational efficiency.
• Effectively manage organizational change by establishing and maintaining rigorous governance routines to monitor the health of programs and project portfolios within a designated unit or division.
• Ensure strict adherence to and adoption of Enterprise Change Management policies and standards for all change initiatives, in close collaboration with LOB stakeholders.
• Oversee and manage complex, enterprise-wide, multi-team processes in full alignment with defined Process Management requirements and operational standards.

📝 Enhancement Note: The responsibilities listed are highly indicative of a senior Operations Management role focused on process optimization. The emphasis on "highly complex solutions," "breakthrough productivity," "continuous process improvement," and "managing enterprise multi-team processes" suggests a strategic, high-impact position that requires significant experience in process engineering and program management. This role will likely interact with various operational functions, including potentially those supporting sales, client service, or back-office operations, making it relevant to a broad range of operations professionals.

🎓 Skills & Qualifications

Education: While not explicitly stated, a Bachelor's degree in Business Administration, Operations Management, Industrial Engineering, or a related field is typically expected for a Managerial role with this level of responsibility. An advanced degree or relevant certifications may be preferred.

Experience: A minimum of 5-10 years of progressive experience in business controls, process management, risk management, or a closely related operational field. Experience managing or directly contributing to Special Purpose Intermediaries (SPIs) or control frameworks is a strong requirement.

Required Skills:

• Business Process Analysis: Proven ability to analyze complex business processes, identify inefficiencies, and map current and future states.
• Continuous Improvement: Deep understanding and practical application of methodologies like Lean, Six Sigma, or other process optimization frameworks.
• Process Design: Expertise in designing efficient, scalable, and sustainable business processes from conception to implementation.
• Process Management: Comprehensive knowledge of managing the lifecycle of business processes, including monitoring, control, and improvement.
• Process Performance Measurement: Skill in defining key performance indicators (KPIs) and metrics to track process effectiveness, efficiency, and impact.
• Conflict Management: Ability to navigate and resolve disagreements among stakeholders with competing priorities.
• Critical Thinking: Strong analytical and problem-solving skills to address complex operational challenges.
• Program Management: Demonstrated ability to manage multiple, concurrent process improvement projects or initiatives.
• Scenario Planning and Analysis: Competence in developing and evaluating potential future states and their implications.
• Strategic Thinking: Capacity to align process initiatives with broader business objectives and long-term vision.
• Decision Making: Sound judgment in making informed decisions related to process changes and resource allocation.
• Drives Engagement: Ability to motivate teams and stakeholders towards common process improvement goals.
• Relationship Building: Skill in fostering strong working relationships with cross-functional teams and LOB partners.
• SPI Management: Specific experience managing or working within Special Purpose Intermediary (SPI) frameworks or similar control structures.

Preferred Skills:

• Enterprise-Level Experience: Prior experience working within a large, complex financial institution or similar enterprise, navigating diverse lines of business and their unique priorities.
• Reporting Experience: Proficiency in developing and presenting comprehensive reports on process performance, project status, and strategic initiatives.
• Advanced Microsoft Office Suite Proficiency: Expertise in Excel (advanced formulas, pivot tables, data analysis), PowerPoint (presentation design, data visualization), and Outlook.

📝 Enhancement Note: The "Desired Qualifications" specifically mention "Enterprise level prior job experience" and the ability to "influence across multiple lines of business with competing priorities," which are critical for a managerial role at a large organization like Bank of America. The inclusion of "SPI/Control background" is a key differentiator for candidates, suggesting a need for specific knowledge in regulated environments or internal control frameworks common in financial services. The broad list of "Skills" provided aligns perfectly with a senior operations professional focused on process excellence.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Process Improvement Case Studies: Candidates should be prepared to present detailed case studies showcasing their involvement in significant process redesign or optimization projects. These should highlight the problem statement, analysis performed, solutions implemented, and quantifiable results.
• Metrics and Efficiency Improvements: The portfolio must demonstrate a clear ability to define, track, and report on key performance indicators (KPIs) and metrics related to process efficiency, cost reduction, risk mitigation, and customer satisfaction. Quantifiable ROI or business impact is essential.
• System Implementation Standards: If applicable, examples of involvement in system implementations or enhancements that supported process changes should be included, emphasizing how technology was leveraged to achieve process objectives.
• Cross-Functional Project Examples: Showcase projects that required collaboration across multiple departments or lines of business, demonstrating stakeholder management and the ability to drive consensus and adoption of new processes.

Process Documentation:

• Workflow Design and Optimization: Portfolio pieces should illustrate experience in creating clear, concise, and comprehensive process maps, standard operating procedures (SOPs), and workflow documentation.
• Implementation and Automation Methods: Examples of how processes were successfully implemented or automated to enhance efficiency and reduce manual effort should be evident.
• Measurement and Performance Analysis: Demonstrate the ability to establish monitoring mechanisms and analyze performance data to identify areas for further refinement and continuous improvement.

📝 Enhancement Note: For a "Process Design Manager" role, especially in a regulated industry like banking, a strong portfolio is paramount. It's not just about listing skills but demonstrating their application. The emphasis on "quantifiable results," "ROI," and "cross-functional collaboration" is critical for showcasing impact. The inclusion of "SPI Management" in the skills list also implies that portfolio examples might need to touch upon how processes were designed or managed within such control frameworks.

💵 Compensation & Benefits

Salary Range: The provided salary range for this role is $137,900 - $187,400 annually. This range is competitive for a Process Design Manager position with 5-10 years of experience, especially within the financial services sector and in major metropolitan areas like Charlotte. As a large financial institution, Bank of America typically benchmarks compensation against industry standards to attract and retain top talent.

Benefits:

• Industry-Leading Benefits: This encompasses a comprehensive package, likely including health, dental, and vision insurance, life insurance, and disability coverage.
• Paid Time Off (PTO): A generous PTO policy is standard, allowing employees to balance work and personal life.
• Resources and Support: This could include access to employee assistance programs, wellness initiatives, financial planning resources, and professional development tools.
• Discretionary Incentive Eligible: The role is eligible for an annual discretionary bonus, tied to individual performance, business unit performance, and overall company success, offering an opportunity for additional compensation beyond the base salary.

Working Hours:

• Standard Full-Time: The role is 40 hours per week.
• Flexibility Clause: The job description notes flexibility is required ("Flexible to meet varying hours/days, when necessary" and "Ability to motivate, drive results to reduce risk"), indicating that while a standard 40-hour week is expected, occasional overtime or adjusted hours may be necessary to meet project deadlines or address urgent operational needs. The "1st shift (United States of America)" designation confirms standard business hours.

📝 Enhancement Note: The salary range provided ($137,900 - $187,400) is a key piece of information for candidates. Based on industry benchmarks for Process Design Managers in major US cities, this range is appropriate for the specified experience level (5-10 years) and the responsibilities outlined. The benefits mentioned, especially the discretionary incentive, are standard but important for overall compensation. The "Hybrid" work arrangement is inferred from the company's general policy and the mention of multiple office locations, though specific daily expectations would need clarification.

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Services / Banking. Bank of America operates within a highly regulated and competitive financial services landscape, emphasizing stability, compliance, and customer trust. This industry context means that process design must prioritize security, accuracy, and regulatory adherence alongside efficiency.

Company Size: As a global financial institution, Bank of America is one of the largest banks in the world, employing hundreds of thousands of people. This scale means extensive resources, complex organizational structures, and a wide array of career opportunities, but also requires navigating significant bureaucracy.

Founded: Bank of America's origins trace back to 1874, with significant growth through mergers and acquisitions, including its pivotal merger with Merrill Lynch in 2009. This long history implies a culture that values tradition and stability, while its recent growth indicates a capacity for adaptation and strategic evolution.

Team Structure:

• The Process Design Manager likely sits within an Operational Excellence, Process Improvement, or a specific Line of Business (LOB) operations team.
• Reporting is expected to be to a higher-level manager, such as a Director or VP of Operations or Operational Excellence.
• Collaboration will be extensive, requiring close partnerships with LOB executives, project managers, IT teams, risk and compliance officers, and front-line operational staff to design and implement changes.

Methodology:

• Data-Driven Decision Making: Processes are likely designed and refined based on rigorous data analysis, performance metrics (KPIs), and customer feedback.
• Structured Process Improvement: Methodologies such as Lean, Six Sigma, or other established process engineering frameworks are likely employed to ensure systematic and effective improvements.
• Change Management Integration: A strong emphasis is placed on managing the human aspect of change, ensuring smooth adoption of new processes through clear communication, training, and stakeholder buy-in.

Company Website: https://www.bankofamerica.com/

📝 Enhancement Note: Bank of America's status as a major financial institution implies a culture that values rigor, compliance, and a structured approach to operations. Process design in this environment must be robust, well-documented, and demonstrably aligned with risk management and regulatory requirements. The "Operational Excellence" and "Responsible Growth" themes in the company description are key drivers for this role.

📈 Career & Growth Analysis

Operations Career Level: This role represents a mid-to-senior level management position within operations. It requires a blend of deep process expertise, strategic thinking, and leadership capabilities to manage complex initiatives and influence stakeholders across the organization. It's a step beyond individual contributor or junior analyst roles, moving into strategic planning and team/project leadership.

Reporting Structure: The Process Design Manager will likely report to a Director or VP of Operational Excellence, Process Improvement, or a dedicated LOB Operations head. They will manage projects and potentially a team of analysts or process engineers, working closely with LOB executives as key stakeholders and partners.

Operations Impact: The primary impact of this role is on improving the efficiency, effectiveness, and control of critical business processes. This directly translates to reduced operational costs, enhanced customer satisfaction, mitigated risks, and improved regulatory compliance. For a bank, optimizing processes can significantly impact profitability, client retention, and the bank's overall ability to deliver on its "Responsible Growth" strategy.

Growth Opportunities:

• Advancement to Senior Management: Successful performance can lead to promotion to Senior Manager, Director, or VP roles within Operations, Operational Excellence, or specialized LOB functions.
• Specialization: Opportunities to deepen expertise in specific areas like Lean Six Sigma Master Black Belt, specific regulatory processes, or advanced analytics.
• Cross-LOB Mobility: The experience gained in managing enterprise-level processes can open doors to similar roles in different lines of business within Bank of America, offering broader organizational exposure.
• Leadership Development Programs: Bank of America often provides formal leadership training and development programs for its managers.

📝 Enhancement Note: The "5-10 years" experience requirement and the "Manager" title place this role firmly in the mid-to-senior management bracket. The growth opportunities outlined are typical for such positions within large, structured organizations like financial institutions, emphasizing progression along either a management or a deep technical/specialist track.

🌐 Work Environment

Office Type: Bank of America has emphasized an "in-office culture" with specific attendance requirements, while also allowing for "an appropriate level of flexibility." This suggests a hybrid model is likely, where the Process Design Manager will be expected to work from a designated Bank of America office location for a significant portion of the week, fostering in-person collaboration and team cohesion.

Office Location(s): The role is listed in Charlotte, NC, but also indicates potential for Jacksonville, FL; Addison, WI; Westlake Village, CA; and Pennington, AL. This suggests that while the primary location may be Charlotte, the role might support operations across these key hubs, or there could be multiple openings across these sites. Candidates should clarify their preferred location.

Workspace Context:

• Collaborative Environment: The office setting will facilitate direct interaction with LOB partners, team members, and senior leadership, crucial for effective process design and change management.
• Tools and Technology: Access to standard corporate IT infrastructure, including robust network capabilities, internal collaboration platforms (e.g., Microsoft Teams, internal portals), and sophisticated analytical software will be provided.
• Operations Team Interaction: Regular opportunities for team meetings, project reviews, and informal knowledge sharing with other operations professionals will be available, fostering a culture of continuous learning.

Work Schedule:

• Standard Business Hours: The role is designated as 1st shift, 40 hours per week, aligning with typical US business operations.
• Flexibility: As noted, there is an expectation of flexibility to accommodate project timelines, urgent operational needs, and varying business demands. This might involve occasional extended hours or weekend work, though this would typically be managed and compensated appropriately.

📝 Enhancement Note: The "in-office culture" statement from Bank of America is crucial. It implies that while remote work might be possible on certain days, the expectation is regular physical presence in the office. The multiple listed locations suggest a flexible hiring approach across their major operational centers.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A recruiter or HR representative will likely conduct an initial phone screen to assess basic qualifications, interest, and cultural fit.
• Hiring Manager Interview: A deeper dive into your experience, skills, and understanding of process design principles, operational excellence, and change management. Expect behavioral questions.
• Technical/Skills Assessment: This could involve a case study, a problem-solving exercise related to process improvement, or a presentation of your portfolio. You may be asked to demonstrate your analytical approach to a given scenario.
• Panel Interview: Interactions with key stakeholders, including potential peers, LOB partners, or senior leaders. This stage assesses your ability to collaborate, influence, and communicate effectively across different levels and functions.
• Final Interview: Often with a senior leader to make a final decision and discuss the role's strategic importance.

Portfolio Review Tips:

• Curate Strategically: Select 3-5 of your most impactful projects that best align with the job description's requirements for process improvement, efficiency, risk reduction, and cross-functional collaboration.
• Structure Your Case Studies: For each project, clearly articulate:
  • The Business Problem/Opportunity
  • Your Role and Responsibilities
  • The Process Analysis and Tools Used
  • The Solution Designed and Implemented
  • The Measurable Results (Quantify impact with KPIs, ROI, cost savings, efficiency gains)
  • Lessons Learned
• Quantify Everything: Whenever possible, use numbers to demonstrate your impact. "Reduced processing time by 25%" is more compelling than "Improved processing time."
• Highlight Collaboration: Show how you worked with diverse stakeholders to achieve buy-in and successful implementation.
• Prepare for Questions: Be ready to discuss your methodologies, challenges encountered, and how you would approach similar situations at Bank of America.

Challenge Preparation:

• Process Mapping: Be prepared to quickly sketch out a process for a common business scenario (e.g., customer onboarding, issue resolution) and identify potential areas for improvement.
• Root Cause Analysis: Practice using tools like the "5 Whys" or Fishbone diagrams to identify the underlying causes of process failures.
• Metrics Definition: Think about what KPIs you would use to measure the success of process improvements in a banking context.
• Change Management Scenarios: Consider how you would communicate a significant process change to a team resistant to it.

📝 Enhancement Note: The emphasis on a "portfolio review" and "challenge preparation" is crucial for operations roles. Candidates should anticipate being asked to present concrete examples of their work and solve hypothetical process-related problems. The mention of "SPI Management" in skills suggests a potential focus on regulatory or control-related process improvements in interview scenarios.

🛠 Tools & Technology Stack

Primary Tools:

• Process Mapping Software: Likely proficiency in tools such as Visio, Lucidchart, or ARIS for creating detailed process diagrams and workflows.
• Microsoft Office Suite: Advanced Excel (for data analysis, modeling, reporting), PowerPoint (for presentations and stakeholder communication), and potentially SharePoint for document management.
• Business Process Management (BPM) Suites: Experience with enterprise BPM platforms might be beneficial for managing and automating processes.
• Project Management Software: Familiarity with tools like Microsoft Project, Jira, or Asana for managing project timelines and tasks.

Analytics & Reporting:

• Data Visualization Tools: Experience with tools like Tableau, Power BI, or QlikView for creating dashboards and reports to track process performance and communicate insights.
• Spreadsheet Analysis: Advanced Excel functions, Pivot Tables, and potentially basic statistical analysis.
• Database Querying (Optional but beneficial): Basic SQL skills could be advantageous for extracting and analyzing data from various systems.

CRM & Automation:

• CRM Systems: While not explicitly mentioned, familiarity with CRM systems (e.g., Salesforce, Microsoft Dynamics) could be relevant if processes involve client interactions or sales support.
• Workflow Automation Tools: Exposure to platforms that enable the automation of routine tasks and workflows, potentially including RPA (Robotic Process Automation) tools, would be a plus.
• Internal Bank Systems: Expect to work with proprietary Bank of America systems specific to financial transactions, client management, and operational controls.

📝 Enhancement Note: Given the focus on "process engineering best practices" and "breakthrough productivity," proficiency in standard process mapping and analysis tools is a given. For a financial institution, data analysis and reporting tools are critical for demonstrating impact and driving decisions. The mention of "SPI Management" might imply familiarity with specific risk and compliance technology platforms used in banking.

👥 Team Culture & Values

Operations Values:

• Operational Excellence: A core value focused on continuous improvement, efficiency, and high-quality execution in all processes.
• Responsible Growth: A guiding principle at Bank of America, emphasizing sustainable business practices that benefit clients, employees, communities, and shareholders. Process improvements must align with this philosophy.
• Customer Focus: Designing processes to enhance client experience, satisfaction, and trust is paramount in the banking sector.
• Risk Management & Control: A fundamental value driving the need for robust, secure, and compliant processes that minimize operational and financial risks.
• Data-Driven Decision Making: Reliance on data and analytics to inform process design, measure performance, and validate improvements.

Collaboration Style:

• Cross-Functional Integration: Expect a highly collaborative environment where process designers work closely with business units, IT, risk, compliance, and other operational teams.
• Structured Communication: Communication will likely be formal and documented, especially regarding process changes, risk assessments, and performance reporting.
• Feedback Exchange: A culture that encourages constructive feedback on process designs and implementations, fostering continuous learning and adaptation.

📝 Enhancement Note: Bank of America's stated purpose and values, such as "Responsible Growth" and "helping make financial lives better," are central to its culture and should inform how candidates approach process design. The emphasis on "risk," "control," and "compliance" is non-negotiable in this industry.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating a Large, Complex Organization: Influencing change across multiple LOBs with competing priorities and established norms requires strong stakeholder management and political acumen.
• Balancing Efficiency with Risk/Compliance: In banking, process improvements must not compromise security, regulatory adherence, or client data protection. This delicate balance is a constant challenge.
• Legacy Systems and Processes: Overcoming inertia and integrating new processes with existing, often older, technology infrastructure can be complex.
• Driving Adoption of Change: Ensuring that new processes are fully adopted and sustained by end-users across different teams and locations requires robust change management strategies.

Learning & Development Opportunities:

• Advanced Process Methodologies: Opportunities to deepen expertise in advanced Lean Six Sigma techniques, Agile methodologies, or specific process modeling standards.
• Industry Certifications: Support for obtaining certifications like Lean Six Sigma Black Belt, Certified Business Process Associate (CBPA), or similar credentials.
• Leadership Development: Access to Bank of America's extensive leadership training programs designed to hone management and strategic decision-making skills.
• Exposure to Diverse Financial Operations: Gaining comprehensive understanding of various banking operations, from retail and commercial banking to wealth management and investment services, through cross-functional project work.

📝 Enhancement Note: The challenges listed are typical for senior operational roles in large, regulated corporations. The growth opportunities focus on both deepening technical expertise and developing leadership capabilities, which is standard for managerial progression.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you implemented a significant process improvement initiative. What was the problem, your approach, the outcome, and what did you learn?" (Focus on quantifiable results and stakeholder management)
• "How do you balance the need for efficiency with regulatory compliance and risk mitigation in a financial services environment?" (Highlight awareness of industry-specific constraints)
• "Imagine a scenario where a key LOB partner is resistant to adopting a new process you've designed. How would you win them over and ensure successful implementation?" (Demonstrate change management and influencing skills)
• "What KPIs would you establish to measure the success of process improvements in a banking context, and how would you track them?" (Showcase data-driven approach and understanding of operational metrics)

Company & Culture Questions:

• "Why are you interested in Bank of America, and what do you know about our commitment to Responsible Growth?" (Research company values and mission)
• "How do you ensure your process designs align with enterprise-wide objectives and policies?" (Address understanding of governance and strategic alignment)
• "Describe your experience working in a hybrid or in-office environment. How do you foster collaboration and team cohesion?" (Align with Bank of America's stated work model)

Portfolio Presentation Strategy:

• Tell a Story: Frame your case studies as narratives with a clear beginning (problem), middle (your actions and solution), and end (impact and results).
• Focus on "You": While acknowledging team efforts, emphasize your specific contributions, decision-making, and leadership.
• Be Prepared to Digitize: Have your portfolio readily available in a digital format (e.g., PDF, presentation slides) that can be easily shared.
• Connect to Bank of America: Where possible, draw parallels between your past experiences and the challenges or opportunities you anticipate at Bank of America.

📝 Enhancement Note: Interview preparation for this role should heavily lean on demonstrating practical application of process improvement methodologies, strong stakeholder management, and an understanding of the unique challenges and compliance requirements of the financial services industry. The portfolio presentation is a critical component.

📌 Application Steps

To apply for this operations position:

• Submit your application directly through the Bank of America Careers portal using the provided URL.
• Tailor Your Resume: Ensure your resume clearly highlights your experience in process analysis, design, improvement, and management. Use keywords from the job description, such as "Operational Excellence," "Continuous Improvement," "Process Design," "Risk Management," and "Change Management." Quantify achievements wherever possible.
• Curate Your Portfolio: Prepare a concise portfolio showcasing 3-5 of your most relevant process improvement projects. Focus on demonstrating quantifiable results, your role, and your ability to manage complex initiatives and stakeholders.
• Practice Your Presentation: Rehearse presenting your portfolio case studies, focusing on clear articulation, concise delivery, and highlighting your impact. Be prepared for potential case study or problem-solving exercises during the interview process.
• Research Bank of America: Understand the company's mission, values (especially "Responsible Growth"), and its position in the financial services industry. Familiarize yourself with their approach to operational excellence and client service.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.