Operations Project 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!

The Consumer Client Experience Team is seeking an experienced, motivated individual to join our high performing team as an Operations Project Consultant.

Job Description:

As a key member of our team you will be responsible for leading and executing on internal control discipline and operational excellence within a Line of Business (LOB) or Enterprise Control Function (ECF).

Key responsibilities include executing on critical processes and tools to drive adherence to enterprise-wide standards. Job expectations include supporting the implementation of centralized thematic analysis for the Consumer business. Ongoing execution of the quality assurance program and its quality control processes, monitoring and testing of controls, identification of issues, control improvements for remediation, and building out actions plans and milestones.

Responsibilities:

•Support and execute centralized theme analysis efforts by identifying trends, themes, risks, and root causes for Complaints

•Partners with stakeholders to communicate insights and influence actions based on analysis outcomes

•Performs identifying issues, monitoring of controls, and tracks improvements for remediation

•Implements use of optimized controls and enhanced Quality Assurance (QA) practices to support business continuity efforts

•Supports the performance of FLUs and Product Teams by conducting quality inspection reviews

•Supports and reviews Complaint Thematic Analysis operations for front line unit responses to internal Audit and/or Global Compliance and Operational Risk (GCOR)

Required Qualifications:

• Proven experience and in-depth knowledge of Enterprise Complaint requirements

• Project management experience, including controls, communicating with stakeholders, and strategy planning

• Ability to collaborate with various leaders across the change process, including senior executives and strategic partners

• Must be able to adapt to a fast paced/changing environment; flexible to balance multiple needs and competing priorities

• Outstanding verbal and written communication skills; ability to simplify and summarize complex topics; have executive presence

• Self-motivated and strong ability to work autonomously; Ability to grasp new concepts in short time frames

• Challenges end-to-end process efficiency and effectiveness, engage in data driven decision-making and removes obstacles to optimize operations

• Inspects and challenges risk controls, governance to ensure the timely identification, escalation, debate, and remediation of risk across the change environment    

• Strong working knowledge of Word, Excel, PowerPoint, and SharePoint

• Demonstrated ability to build partnerships and work with multiple partners

Desired Qualifications:

• Ability to analyze data and trends including AI-Sourced data to support performance enablement

• Effective organizational and time management skills

• 2+ years of experience in QA operations oversight, compliance, or a related analytical field

• Familiarity with tools for data visualization or reporting (MicroStrategy) 

Skills:

• Active Listening

• Attention to Detail

• Collaboration

• Critical Thinking

• Written Communications

• Decision Making

• Influence

• Oral Communications

• Prioritization

• Problem Solving

• Adaptability

• Customer and Client Focus

• Data Management

• Emotional Intelligence

• Risk Management

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