Client Outreach Support Specialist

Bank of America is guided by a common purpose to help make financial lives better through the power of every connection. Responsible Growth drives our day to day operations, delivering value for clients, teammates, communities and shareholders. We are committed to being a diverse and inclusive workplace, investing in our people and offering competitive benefits that support physical, emotional and financial well being.

The Client Outreach Support Specialist supports the Global Commercial & Institutional Banking (GCIB) Client Outreach and Front Line Unit (FLU) teams. Responsibilities include delivering business intelligence, data integrity, process governance, and impact analysis to meet regulatory and operational requirements.

• Support the GCIB Client Outreach executives on routine and ad hoc requirements.
• Procure daily reporting, ensure data integrity, investigate issues with the Analytics team, and raise related matters.
• Develop tailored ad hoc data views and translate them into business insight via presentations to senior stakeholders.
• Partner with GCIB Strategy teams to capture product growth in KYC forecast processes.
• Collaborate with KYC Change to design a process for collecting, consolidating and feeding back client policy observations.
• Support FLU periodic population review and capacity analysis to ensure outreach delivery across sectors, regions and client types.
• Drive the FLU portion of the process to ensure restrictions and closures meet regulatory requirements and risk considerations.
• Monitor and escalates issue remediation concerns or challenges.
• Design and deliver an effective data management framework.
• Provide oversight for FLU KYC processes and related control metrics.
• Design and implement a FLU governance framework as it relates to KYC requirements and align with AML programs.
• Identify and draft documentation of processes and formal guidelines for outreach and associated FLU processes.
• Develop control dashboards to measure and monitor performance across deliverables.
• Own ad hoc reporting on outreach performance, delivery and output; partner with Ops on central reporting as appropriate.
• Coordinate and support location strategy, including partnership with Corporate and Infrastructure Services.
• Partner with colleagues across banking, sales, FLU COOs, Change, Business Controls, Operations, HR and other groups as needed.
• Review Bank policies for team adherence and consider frameworks, monitoring and controls for future opportunities including AI and industry portals.
• Work on exam, audit and regulatory management from an FLU perspective where required.
• Drive a collaborative and output oriented culture.

• Bachelor's degree (Business, Mathematics, Data Analytics, Operational Research) or equivalent work experience.
• Demonstrated experience in business analytics, governance, control, risk, financial or process oversight spanning multiple time zones in the financial services industry.
• Proficiency with Tableau, Alteryx, Power BI is a plus.
• Experience designing strategic initiatives with clear outcomes, outputs and delivery pathways.
• Strong independent work ethic, ability to understand the big picture and collaborate across levels.
• Excellent interpersonal skills for motivation, collaboration and encouragement.
• Professional demeanor: patience, composure and a positive attitude.
• Analytical problem solving and decision making skills, including research, scenario analysis and resolution development.
• Adaptability - managing multiple projects, daily tasks and changing environments to improve work efficiency.
• Self starter with initiative to identify process improvements and operate with minimal supervision.
• Excellent organisational skills, prioritisation and competing priority management with attention to detail.
• Proficiency with Microsoft Office, especially PowerPoint, Excel and Word.

• Private healthcare for you and your family.
• Competitive pension plan, life assurance and group income protection cover if you become unable to work due to disability or health reasons.
• 20 days of backup childcare (including virtual tutoring) and 20 days of backup adult care per annum.
• Flexibility to adjust core benefits and select a range of flexible benefits (well being account, travel insurance, critical illness, etc.).
• Use of a flex fund to apply toward benefits.
• Access to an emotional well being helpline and virtual GP services.
• Peppy App providing 1:1 support, consultations and resources for men's health, women's health, fertility, menopause and pregnancy & parenthood.
• Access to gyms, exercise classes and well being apps via Wellhub, including Headspace and Calm.
• Ability to donate to charities through payroll with the bank matching contributions.
• Opportunity to volunteer locally, develop new skills and work with diverse groups.

Bank of America is an equal opportunity employer. We ensure no applicant receives less favourable treatment on the basis of sex, gender identity, gender reassignment, marital or civil partner status, race, religion, belief, political opinion, colour, nationality, ethnic or national origins, age, sexual orientation, pregnancy or maternity, socio economic background, responsibility for dependants or physical or mental disability. Candidates are selected based on skills, qualifications and experience. We monitor applicant and employee demographics to demonstrate our commitment to equality of opportunity in employment and comply with the Fair Employment & Treatment (NI) Order 1998.