Service Delivery Consultant II - Global Human Resources Benefits

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 managing the delivery and execution of Global Human Resources (GHR) products and programs, which may include Payroll, Benefits, Compensation, Learning and Development (LD), Retirement, Shared Services or Staffing. Key responsibilities include partnering with the HR program design functions to recommend solutions and requirements for new programs. Job expectations include understanding the programs/products, operational requirements, end-to-end processes, and oversight necessary to deliver HR programs successfully and effectively.

Service Delivery Consultant II is responsible for supporting all aspects of the Health and Insurance (H&I) and Carrier Management programs and services. The role requires a deep understanding of the administration of H&I programs and managing complex processes involving multiple third-party service providers; along with partnering internally in a heavily matrixed environment. 

• Service Delivery Point of Contact partnering with multiple vendors and internal partners (Benefits Design, Technology, Vendor Management, Business Control, Sourcing, Legal, Communications, Finance, and HR Reporting teams) to ensure processes and services are delivered flawlessly to our teammates
• Support multiple vendor relationships, monitor their process controls, identifying and ensuring proper risk mitigation routines are in place and followed
• Support process and technical enhancements, including testing requirements, and implementation of health and insurance programs and initiatives
• Throughout any enhancement or changes, always keeping the employee experience at the forefront of consideration
• Identify and interpret trends in data that may impact programs

Responsibilities:

• Performs complex analytics, consulting, and process design tasks to support the successful delivery of Global Human Resources (GHR) products and programs
• Evaluates existing processes, technologies, and routines to drive process improvements
• Implements controls to mitigate and manage compliance and operational risk
• Manages a variety of routine to complex operational and strategic activities to ensure programs are executed accurately and effectively, while coaching and developing team members
• Partners with HR program functions on an ongoing basis to ensure processes meet design requirements
• Supports larger, complex initiatives by identifying solutions that meet business needs and priorities
• Serve as Subject Matter Expert and primary contact for plan vendors and third party administrators
• Manage ongoing program administration
• Coordinate resolution of issues that are systemic and/or negatively impact the member experience
• Manage member escalations that are vendor related, driving to resolution
• Ensure compliance with state and federal regulations including HIPAA, COBRA, ERISA, and other applicable regulations
• Responsible for invoice and claim funding reviews and approval
• Process Improvement  - examining current processes and implementing improvements
• Participation in Annual Benefits Enrollment activities
• Communication of changes and process improvements to appropriate audiences; and updates to POP Tool as required

Required Qualifications:

• 2+ years of strong Vendor Management experience
• Strong knowledge of back-office operations
• Strong technical knowledge of system data feeds, data flows, cloud, AI, etc.
• Benefits administration platform experience
• User acceptance testing experience, preferably HR related applications