Senior Operations Consultant

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 is core to how we drive Responsible Growth. This includes our commitment to being an inclusive workplace attracting and developing exceptional talent supporting our teammates physical emotional and financial wellness recognizing and rewarding performance and how we make an impact in the communities we serve.

Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations.

At Bank of America you can build a successful career with opportunities to learn grow and make an impact. Join us!

Job Description:
This job is responsible for resolving day-to-day complex problems researching and executing on complex transactions for multiple sites or larger business unit(s). Key responsibilities include leading the design development and implementation of products systems processes and services using discretion within the project management methodologies with a focus on continuous improvement.

Contribute to the design development and implementation of reporting solutions tools and supporting internal team processes. Serve as a liaison between business partners operations and team developers to ensure data and reporting solutions align with business needs. Engage frequently with clients peers and managers to gather requirements review outputs and ensure successful outcomes. Participate in client and stakeholder meetings to understand needs and contribute specialized operational or reporting knowledge. Lead smaller reporting or process improvement projects or manage defined components of larger initiatives. Apply strong process discipline to ensure reporting and operational work is scalable repeatable and welldocumented. Use tools and established processes to document operational workflows endtoend where appropriate. Manage multiple priorities simultaneously while maintaining accuracy quality and timeliness. Demonstrate initiative by identifying process gaps reporting inefficiencies or improvement opportunities and driving solutions forward. Act as a recognized subject matter expert in assigned business processes reporting content or operational workflows.

Responsibilities:

• Leads the design development and implementation of complex products systems and services in an operations environment using subject matter expertise

• Manages projects and direct activities of a team related to special initiatives

• Advises as a technical expert in assigned area by providing work direction guidance and training to employees and business partners on new complex initiatives

• Builds relationships with business partners across various Lines of Business

• Manages and defines responsibilities and accountabilities for key program and projects

Required Qualifications:

• 3 years processes design development reporting and/or project management

• Experience working with technology and data teams

• A desire to work with critical LOB processes including performance metrics control functions and service requests - and data spanning multiple technologies and business purposes

• Financial Services and/or Contact Center business acumen; exposure to Consumer Client Services

• Strong understanding of business operations processes and how reporting impacts decisionmaking

• Proven ability to own and execute processes in an operations environment with limited oversight

• Demonstrated project management or coordination skills including planning work tracking progress and delivering defined outcomes

• Strong interpersonal skills required to interact with a broad range of stakeholders partners and personalities

• Working knowledge of data gathering tools and business intelligence/reporting platforms (Tableau)

• Ability to think critically about data processes and workflows even if not a deep technical specialist

• Strong communication skills with the ability to explain data processes and findings clearly to technical and nontechnical audiences

• Comfortable functioning as a content or process expert and being relied upon by peers for guidance

• Exhibits leadership qualities through influence accountability initiative and collaboration rather than formal people management

• Adaptable and effective in environments with changing priorities and competing demands

• Engages and invests in a positive culture of reward and recognition

Desired Skills:

• Client service experience

• Experience with KPI Scorecard Governance

• Experience with SPI

Skills:

• Critical Thinking

• Customer and Client Focus

• Decision Making

• Problem Solving

• Risk Management

• Adaptability

• Attention to Detail

• Collaboration

• Issue Management

• Analytical Thinking

• Oral Communications

• Presentation Skills

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:

Hours Per Week:

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