Sr Operations Project Consult

Job Description:

About Us

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 consulting on large, complex projects for a Line of Business that may be regional or national in scope. Key responsibilities include recommending policy and procedural changes and developing measurement criteria and project plans such as cost and resource estimates. Job expectations include working with senior management to evaluate current methods and develop strategies to implement changes and improvements brought about by the project.

Responsibilities:

• Analyzes current state processes, existing operations, procedures, and workflows and discovers pain points to develop approaches for potential solutions, including building a business case for improvement recommendations and driving the execution of implementation
• Coordinates with the business to execute on defined project tasks, tracking deliverables and their statuses, and measuring progress against ongoing success measures
• Drives partnerships with operations management to create project impact and provide direction and guidance to internal teams
• Establishes and maintains relationships with relevant client stakeholders to communicate updates and escalate issues
• Performs risk management activities to minimize project risks
• Creates and maintains comprehensive project documentation
• Leverages business knowledge to identify opportunities for improvement and supports change execution
• Provides consulting expertise to management on the client experience.
• Reviews Voices and Complaints related activity, observes and understands associate feedback, and assesses industry and peer performance to understand the complete client experience.  

Required Qualifications:

• Proficiency and expertise in the Voices platform, including system support and analysis
• Expertise in reporting, including Tableau experience
• MS Office Proficiency (Excel, Power Point, Word, PowerPoint), including ability to leverage PowerPoint for presentations.
• Demonstrated ability to make decisions, adapt to change and recommend creative solutions.
• Excellent written and verbal communication skills
• Experience with leading and owning projects, project management or process improvement
• Experience building relationships with partners to understand business and communication needs
• Highly motivated, flexible and ability to work in fast paced environment
• Strong analytical skills in solving issues; ability to think outside the box

Desired Qualifications:

• SQL experience
• 1+ years of Retail Banking experience
• 2+ years of Consulting experience
• 3+ years overall Contact Center Experience

Skills:

• Attention to Detail
• Change Management
• Oral Communications
• Process Management
• Risk Management
• Collaboration
• Customer and Client Focus
• Decision Making
• Problem Solving
• Result Orientation
• Business Analytics
• Process Design
• Process Simplification
• Recording/Organizing Information
• Written Communications

Minimum Education Requirement: High School Diploma / GED / Secondary School or equivalent

Sh