Process Design Manager - Process Owner - Claims

📍 Job Overview

Job Title: Process Design Manager - Process Owner - Claims

Company: Bank of America

Location: Charlotte, North Carolina, United States (with opportunities in Phoenix, Arizona; Lincoln, Nebraska; Fort Worth, Texas; Jacksonville, Florida; Kennesaw, Georgia; Newark, New Jersey)

Job Type: Full time

Category: Operations Management / Process Improvement

Date Posted: September 11, 2026

Experience Level: Mid-Senior Level (Estimated 5-10 years)

Remote Status: Hybrid

🚀 Role Summary

• This role is pivotal in driving operational excellence by managing the end-to-end lifecycle of critical claims processes within Bank of America's operational framework.

• The Process Design Manager will act as a Process Owner, responsible for understanding, maintaining the health of, and continuously improving a defined set of processes to align with strategic objectives and enhance client experience.

• Key responsibilities involve deep analysis of process performance, identification of root causes for issues, and the development of actionable plans for risk mitigation, cost efficiency, quality enhancement, and productivity gains.

• This position demands strong executive presence, strategic thinking, and the ability to collaborate effectively across various business units and with senior leadership to implement impactful process improvements and transformation initiatives.

📝 Enhancement Note: The role title "Process Design Manager - Process Owner - Claims" and the description strongly indicate a focus on operational efficiency and risk management within the financial services sector, specifically concerning claims processing. The emphasis on "Single Process Inventory (SPI)" suggests a structured approach to process governance and standardization, common in large, regulated financial institutions. The hybrid work arrangement implies a need for both in-office collaboration and remote flexibility.

📈 Primary Responsibilities

• Manage the comprehensive assessment, development, execution, and oversight of process improvement and transformation initiatives to achieve short and long-term strategic goals in operational excellence.

• Act as a designated Process Owner for a group of processes within the Single Process Inventory (SPI), ensuring their overall health, performance, and adherence to standards.

• Conduct in-depth analysis of process performance, identify root causes of inefficiencies or risks, and develop detailed action plans to mitigate identified issues and improve outcomes.

• Document end-to-end process maps, including controls, key performance metrics, associated risks, and customer impacts, ensuring clarity and alignment across stakeholders.

• Monitor and analyze key performance metrics for assigned processes and controls, providing regular updates and insights to business leaders and subject matter experts.

• Develop and present clear business cases for process improvement opportunities, quantifying potential cost efficiencies, quality enhancements, productivity gains, and risk mitigation benefits.

• Collaborate closely with business executives, Line of Business (LOB) partners, and OpEx Champions to gather necessary information, ensure buy-in, and facilitate the implementation of process solutions.

• Champion continuous improvement efforts by capturing feedback, identifying improvement opportunities, and simplifying processes before technology enhancement or automation.

• Oversee the implementation of solutions designed to address issues and risks, optimize efficiency, reduce variability, and improve controls, overall quality, and sustainability of processes.

• Ensure Enterprise Change Management policies and standards are applied and adopted for all change initiatives, working in partnership with LOB stakeholders.

• Take ownership of responses and approvals for requests stemming from regulatory exams, internal audits, and other monitoring and inspection reviews, demonstrating strong risk and control awareness.

• Leverage advanced analytics and critical thinking to solve complex problems, translating identified issues into actionable process improvements with clearly defined business case benefits.

📝 Enhancement Note: The responsibilities highlight a dual focus on strategic process design and hands-on process ownership. The emphasis on SPI, risk mitigation, and regulatory compliance is critical for candidates to understand the context of working within a large financial institution like Bank of America. The need to "simplify the process before leveraging technology" underscores a methodology that prioritizes foundational process optimization.

🎓 Skills & Qualifications

Education:

• Bachelor’s degree or equivalent work experience is required. Experience:

• Significant experience in process owner roles or process design, with a strong understanding of process engineering best practices and continuous improvement methodologies.

• Demonstrated experience in managing risk and driving process improvements within a complex organizational structure.

• Proven ability to manage change by establishing appropriate governance routines and ensuring adherence to Enterprise Change Management policies. Required Skills:

• Business Process Analysis: Ability to dissect complex processes, identify inefficiencies, and map workflows accurately.

• Continuous Improvement: Deep understanding and application of methodologies like Lean, Six Sigma, or similar frameworks to drive measurable improvements.

• Process Design: Expertise in creating, documenting, and optimizing end-to-end business processes.

• Process Management: Proven ability to own, govern, and maintain the health of defined processes, including monitoring and control.

• Risk Management & Mitigation: Proficiency in identifying, assessing, and developing plans to mitigate operational and regulatory risks within processes.

• Executive Presence: Ability to lead meetings with executive participants, influence stakeholders at all levels, and drive consensus.

• Problem Solving & Critical Thinking: Strong analytical skills to diagnose issues, develop solutions, and translate problems into quantifiable business benefits.

• Project Management: Experience in planning, executing, and overseeing process improvement initiatives.

• Communication Skills: Strong written, oral, and active listening skills, with the ability to articulate complex ideas clearly and concisely, influencing partners across the organization.

• Attention to Detail: A passion for ensuring flawless execution and accuracy in process documentation and implementation.

• Organizational Savvy: Ability to navigate complex organizational structures, build relationships across geographies and hierarchies, and get things done.

• Self-Starter: Ability to work independently with minimal supervision and proactively manage workload.

Preferred Skills:

• Previous experience and/or in-depth knowledge of Client Protection Claims processes.

• Previous experience in Controls/Risk specific to financial services or banking operations.

• Process Management Certification (e.g., Lean Six Sigma Green Belt/Black Belt, CBPP).

📝 Enhancement Note: The required skills emphasize a blend of technical process expertise, strategic thinking, and strong interpersonal and leadership capabilities. The "Process Owner" and "Single Process Inventory" experience are highly specific and crucial qualifications. The preference for claims process knowledge and certifications indicates a desire for specialized domain expertise.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Process Documentation: Showcase examples of comprehensive end-to-end process maps, including detailed control points, risk assessments, and key performance indicators (KPIs) for identified processes.

• Business Case Development: Present documented business cases for process improvement initiatives, clearly outlining the problem statement, proposed solutions, expected benefits (cost savings, efficiency gains, risk reduction), and ROI calculations.

• Metrics & Performance Analysis: Include case studies demonstrating how you've monitored process performance using specific metrics, analyzed deviations, and implemented corrective actions to achieve desired outcomes.

• Risk & Control Frameworks: Provide examples of how you've identified, assessed, and managed risks within processes, including documentation of control mechanisms and mitigation strategies.

• Stakeholder Management & Collaboration: Evidence of successful collaboration with diverse stakeholders (e.g., LOB partners, IT, compliance, leadership) to drive process changes, including examples of overcoming resistance and gaining buy-in.

Process Documentation:

• Workflow Design & Optimization: Demonstrate proficiency in documenting current-state processes, identifying bottlenecks or areas for improvement, and designing optimized future-state workflows.

• Implementation & Automation: Provide examples of implemented process enhancements or automation solutions, detailing the project lifecycle, challenges faced, and successful outcomes achieved.

• Measurement & Analysis: Showcase how you've established metrics, collected data, performed analysis, and reported on the impact of process changes to stakeholders.

📝 Enhancement Note: For a Process Owner role at a large financial institution, a portfolio demonstrating practical application of process design, analysis, and improvement methodologies is critical. Emphasis should be placed on tangible results, quantifiable benefits, and a clear understanding of risk and control frameworks inherent in financial operations. The ability to present complex process information clearly and concisely, supported by data, will be highly valued.

💵 Compensation & Benefits

Salary Range: $127,500 - $161,300 annualized salary.

Explanation: This range is provided by the employer and is based on location (Charlotte, NC, and other specified locations), experience level (estimated 5-10 years), and the specific responsibilities of a Process Design Manager/Process Owner in the claims domain within the banking industry. Offers will be determined by specific experience, education, and skill set.

Benefits:

• Health Insurance: Comprehensive coverage options.

• Paid Time Off: Generous paid time off for work-life balance.

• Financial Wellness Support: Resources and programs to support financial well-being.

• Physical Wellness Support: Programs and resources for physical health.

• Emotional Wellness Support: Resources and support for mental and emotional well-being.

• Discretionary Incentive Plan: Eligibility for an annual discretionary award based on individual performance, business unit performance, and overall company success.

• Other Benefits: Industry-leading benefits package, access to resources, and support for sustainable business growth.

Working Hours: 40 hours per week, typically 1st shift (United States of America).

📝 Enhancement Note: The salary range provided is competitive for a mid-to-senior level operations management role in a major financial center like Charlotte. The comprehensive benefits package, including wellness support and a discretionary incentive plan, reflects Bank of America's commitment to employee well-being and performance recognition. The mention of "workplace excellence policy" suggests that while the role is hybrid, there may be expectations for in-office presence as business needs dictate.

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Services / Banking

Company Size: Large Enterprise (Bank of America is one of the world's largest financial institutions, employing hundreds of thousands of people globally).

Founded: 1998 (merger of NationsBank and BankAmerica), with roots tracing back to 1784.

Team Structure:

• Operations Excellence (OpEx) Focus: The role sits within an operational framework that prioritizes excellence, likely supported by a dedicated Operational Excellence (OpEx) team or champions.

• Cross-Functional Collaboration: Expect to work closely with various Lines of Business (LOBs), including claims departments, risk management, compliance, internal audit, and potentially IT or technology teams for system enhancements.

• Hierarchical Structure: As a large corporation, there will be a defined reporting structure, with this role likely reporting to a senior manager or director overseeing process design, operational excellence, or a specific business unit's operations.

Methodology:

• Responsible Growth: Bank of America's guiding principle, emphasizing sustainable and ethical business practices that benefit clients, teammates, communities, and shareholders.

• Data-Driven Decision Making: Processes are managed and improved based on robust data analysis, performance metrics, and critical thinking.

• Process Simplification & Optimization: A core methodology involves simplifying processes before implementing technology, ensuring foundational efficiency and effectiveness.

• In-Office Culture with Flexibility: Bank of America champions an in-office culture for collaboration and development but offers flexibility based on role needs.

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

📝 Enhancement Note: Understanding Bank of America's "Responsible Growth" philosophy and its emphasis on an in-office culture with flexibility is crucial. The company's vast size means that processes are likely highly standardized and regulated, requiring meticulous attention to detail and adherence to established frameworks like the Single Process Inventory.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned as a mid-to-senior level management position, functioning as a Process Owner and Manager. It requires a blend of strategic oversight and hands-on operational management.

Reporting Structure: The Process Design Manager will likely report to a Director or Vice President within an Operational Excellence, Claims Operations, or broader Enterprise Operations division. They will collaborate extensively with business leaders and subject matter experts across different LOBs.

Operations Impact: This role has a direct impact on the efficiency, cost-effectiveness, risk posture, and customer satisfaction of critical claims processes. By optimizing these processes, the role contributes significantly to the company's overall operational performance and its ability to execute its "Responsible Growth" strategy.

Growth Opportunities:

• Specialization: Deepen expertise in claims processing, financial services operations, or specific process improvement methodologies.

• Leadership Advancement: Progress into senior management roles within Operational Excellence, leading larger teams or broader portfolios of processes.

• Cross-Functional Mobility: Opportunities to move into related operational leadership roles within other business units or functional areas of the bank.

• Process Improvement Leadership: Potential to lead major transformation initiatives, drive strategic process redesign across the enterprise, or gain certifications in advanced process management.

📝 Enhancement Note: The career path for a Process Design Manager at a large financial institution like Bank of America typically involves deepening domain expertise, expanding leadership scope, or moving into strategic enterprise-level process initiatives. The emphasis on risk and compliance in the financial sector also provides unique development opportunities.

🌐 Work Environment

Office Type: Hybrid work environment, with an expectation of working from a Bank of America office location for a portion of the week. The company promotes an in-office culture to support collaboration, engagement, and career development.

Office Location(s): Opportunities are available in multiple major US cities: Charlotte, NC; Phoenix, AZ; Lincoln, NE; Fort Worth, TX; Jacksonville, FL; Kennesaw, GA; and Newark, NJ. Candidates should be prepared to work from one of these designated office locations.

Workspace Context:

• Collaborative Spaces: Offices are designed to support teamwork, brainstorming, and cross-functional interactions, which are essential for process design and improvement.

• Technology & Tools: Access to Bank of America's internal systems, analytical tools, and collaboration platforms will be provided to support process mapping, data analysis, and communication.

• Team Interaction: Regular opportunities to engage with direct reports (if any), peers, business leaders, and subject matter experts, fostering a dynamic and interactive work environment.

Work Schedule: The standard work schedule is 40 hours per week, typically on the 1st shift. While hybrid, the expectation for in-office days will be determined by role requirements and the company's "workplace excellence policy."

📝 Enhancement Note: The hybrid model at Bank of America emphasizes a balance between the benefits of in-office collaboration and the flexibility of remote work. Candidates should be prepared for a structured work environment where in-office presence is valued for team cohesion and strategic alignment.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: HR or Talent Acquisition will likely conduct an initial screening to assess basic qualifications and alignment with the role.

• Hiring Manager Interview: A detailed discussion with the hiring manager to delve into your experience with process ownership, claims processes, risk management, and leadership capabilities. Be prepared to discuss specific examples from your resume.

• Panel/Team Interviews: Interviews with key stakeholders, including peers, potential cross-functional partners (e.g., risk, compliance), and potentially senior leadership. These interviews will assess your collaboration style, problem-solving approach, and ability to influence.

• Case Study/Process Challenge: You may be asked to complete a case study or present a prepared analysis of a hypothetical or real-world process challenge, demonstrating your analytical skills, process design thinking, and communication abilities.

• Final Interview: A concluding interview, potentially with a senior executive, to confirm cultural fit and overall suitability for the role.

Portfolio Review Tips:

• Quantify Achievements: For each project or process improvement, clearly state the problem, your role, the actions taken, and the quantifiable results (e.g., "Reduced claims processing time by 15%, saving $X annually," "Decreased error rate by 20%").

• Highlight Process Ownership: Clearly articulate your experience as a Process Owner, demonstrating your understanding of process health, metrics, and continuous improvement cycles within a structured framework like SPI.

• Showcase Risk Mitigation: Include examples where you successfully identified and mitigated risks within processes, demonstrating an understanding of controls and compliance.

• Tailor to Claims: If you have claims processing experience, highlight it prominently. If not, draw parallels from other complex operational areas and emphasize your transferable skills in process design, risk management, and analytical problem-solving.

• Prepare for Presentation: Be ready to walk through specific portfolio items, explaining your thought process, methodologies, and the impact of your work.

Challenge Preparation:

• Understand Claims Processes: Research common claims processing workflows, challenges, and regulatory considerations in the financial services industry.

• Process Mapping & Analysis: Practice creating process maps (e.g., using Visio, Lucidchart) and analyzing them for inefficiencies, risks, and improvement opportunities.

• Business Case Articulation: Prepare to articulate the business value of process improvements, focusing on ROI, efficiency gains, and risk reduction.

• Stakeholder Communication: Think about how you would communicate complex process changes and their implications to different stakeholder groups, from operational teams to senior executives.

📝 Enhancement Note: A strong portfolio is crucial for this role. Candidates should prepare to showcase not just theoretical knowledge but practical, data-driven results, with a clear emphasis on process ownership, risk management, and the ability to articulate business value. The interview process will likely assess both technical process skills and soft skills like leadership and communication.

🛠 Tools & Technology Stack

Primary Tools:

• Process Mapping Software: Proficiency in tools like Microsoft Visio, Lucidchart, or similar platforms for documenting end-to-end process maps, workflows, and swimlane diagrams.

• Business Process Management (BPM) Suites: Experience with BPM platforms for workflow automation, process monitoring, and management, though not explicitly stated, is often beneficial.

• Project Management Software: Familiarity with tools such as Microsoft Project, Asana, Jira, or Smartsheet for managing project timelines, tasks, and deliverables related to process improvements.

Analytics & Reporting:

• Microsoft Excel: Advanced proficiency for data analysis, manipulation, financial modeling (business cases), and creating charts/graphs.

• Business Intelligence (BI) Tools: Experience with tools like Tableau, Power BI, or similar for data visualization, dashboard creation, and performance reporting.

• Data Analysis Tools: Familiarity with statistical analysis or data querying tools may be beneficial for deeper insights.

CRM & Automation:

• CRM Systems: While not directly client-facing, understanding how CRMs (like Salesforce, though specific to BofA would be proprietary) integrate with operational processes can be helpful.

• Workflow Automation Tools: Experience with automation platforms or scripting (e.g., basic VBA, or enterprise-level tools) to implement process enhancements.

• Enterprise Systems: Familiarity with large-scale enterprise systems common in banking, such as core banking platforms, claims management systems, or enterprise resource planning (ERP) systems, would be advantageous.

📝 Enhancement Note: While the job description doesn't list specific tools, a strong candidate will have experience with standard process design and analysis tools, advanced Excel skills for data analysis and business case development, and familiarity with BI tools for reporting. Experience with enterprise-level systems common in banking will be a significant plus.

👥 Team Culture & Values

Operations Values:

• Responsible Growth: A commitment to ethical business practices that benefit all stakeholders.

• Client Focus: Prioritizing client needs and experience in all process design and improvement initiatives.

• Data-Driven: Decisions are informed by rigorous analysis and performance metrics.

• Efficiency & Quality: A constant drive to optimize processes for better performance, reduced waste, and higher quality outcomes.

• Risk & Control Awareness: A culture that emphasizes vigilance in identifying and mitigating risks, ensuring compliance and operational integrity.

• Collaboration & Teamwork: Valuing collective effort and knowledge sharing to achieve common goals.

Collaboration Style:

• Cross-Functional Integration: Actively seeks to build partnerships across departments, breaking down silos to ensure holistic process solutions.

• Transparent Communication: Maintains open and honest communication with stakeholders, providing regular updates and seeking feedback.

• Constructive Feedback: Fosters an environment where feedback is welcomed and used for continuous improvement of both processes and individual performance.

• Problem-Solving Focus: Emphasizes collaborative problem-solving, bringing diverse perspectives together to tackle complex challenges.

📝 Enhancement Note: The culture at Bank of America, as reflected in its values, is one of responsibility, client-centricity, and continuous improvement, underpinned by a strong emphasis on risk management and data. Candidates should demonstrate an ability to work collaboratively within a structured, corporate environment.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Large Corporate Structures: Implementing change within a large, established organization like Bank of America can be complex due to established processes, hierarchies, and stakeholder dynamics.

• Balancing Efficiency with Compliance: Finding the optimal balance between driving process efficiency and ensuring strict adherence to regulatory requirements and internal controls in the financial services industry.

• Managing Diverse Stakeholder Needs: Aligning the objectives and expectations of various business units, each with their own priorities and perspectives on process improvements.

• Driving Cultural Change: Shifting mindsets towards continuous improvement and proactive risk management, especially when processes have been in place for a long time.

• Adapting to Evolving Regulations: Staying abreast of and adapting processes to new or changing financial regulations and compliance mandates.

Learning & Development Opportunities:

• Advanced Process Management Certifications: Opportunities to pursue certifications like CBPP (Certified Business Process Professional) or advanced Lean Six Sigma belts.

• Industry-Specific Training: Access to training on financial services regulations, claims processing best practices, and risk management frameworks.

• Leadership Development Programs: Bank of America offers various programs to develop leadership skills, strategic thinking, and executive presence.

• Cross-Functional Exposure: Gaining experience and insights by working with different LOBs and operational areas within the bank.

• Mentorship: Opportunities to be mentored by senior leaders or to mentor junior team members, fostering knowledge transfer and skill development.

📝 Enhancement Note: The challenges are typical for a senior operations role in a large, regulated financial institution. The growth opportunities are substantial, offering pathways for both specialized expertise and broader leadership development within the financial services sector.

💡 Interview Preparation

Strategy Questions:

• "Describe your experience as a Process Owner. What methodologies do you use to ensure process health and drive continuous improvement?"

• "Walk me through a time you identified a significant risk in a process. How did you mitigate it, and what was the outcome?"

• "How do you approach developing a business case for a process improvement initiative? What key elements do you include?"

• "Describe a situation where you had to influence senior stakeholders to adopt a new process or change. How did you gain their buy-in?"

• "How do you balance the need for process efficiency with the requirements of regulatory compliance and risk management?" Company & Culture Questions:

• "What do you know about Bank of America's commitment to 'Responsible Growth' and how does that influence your approach to process design?"

• "How do you contribute to fostering a collaborative and inclusive team environment?"

• "Based on your understanding, how would you approach implementing change within a large financial institution like ours?"

• "How do you stay current with industry trends and regulatory changes relevant to financial operations?" Portfolio Presentation Strategy:

• Structure Your Story: For each portfolio example, clearly outline: The Problem, Your Role/Objective, The Solution/Process Improvement, The Actions Taken, and The Measurable Results (quantified).

• Focus on Impact: Emphasize the business value of your work – cost savings, efficiency gains, risk reduction, improved customer experience.

• Be Data-Driven: Be prepared to discuss the metrics you used, how you tracked them, and the data that supported your conclusions and recommendations.

• Highlight Process Ownership: Clearly articulate your responsibilities and decision-making authority in your process owner roles.

• Address Challenges: Be ready to discuss challenges you encountered and how you overcame them, demonstrating resilience and problem-solving skills.

📝 Enhancement Note: Interview preparation should focus on demonstrating a deep understanding of process ownership, risk management, and the ability to drive tangible improvements within a regulated environment. Be ready to provide specific, quantifiable examples and articulate your strategic thinking.

📌 Application Steps

To apply for this operations position:

• Submit your application through the Bank of America careers portal via the provided URL.

• Tailor Your Resume: Ensure your resume clearly highlights experience in process ownership, process design, risk management, claims processing (if applicable), and continuous improvement methodologies. Use keywords from the job description like "Process Owner," "Single Process Inventory," "Operational Excellence," and "Risk Mitigation."

• Prepare Your Portfolio: Curate 2-3 strong examples of your process improvement work, focusing on quantifiable results, business case development, and risk mitigation. Be ready to present these concisely and effectively.

• Research Bank of America: Familiarize yourself with their "Responsible Growth" philosophy, company values, and recent news related to their operations or claims services. Understand their emphasis on an in-office culture.

• Practice Interview Questions: Rehearse answers to common interview questions, particularly those related to process ownership, problem-solving, stakeholder management, and your portfolio highlights.

⚠️ 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.