Sr Operations Project Consultant - Client Services

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 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. The role will leverage data, metrics, and trends to validate that the identified pain points and scope align with broader strategic priorities. The individual must maintain a strong risk‑aware mindset and drive process consistency in alignment with enterprise standards. 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 Partners closely with key business stakeholders to develop and execute on both strategic and tactical plans that align to defined business goals and objectives for Consumer, Retail and Preferred. Ensure defined benefits are acceptable and obtainable Gathers analytics, performs assessments, and/or provides interpretation of data and/or information to identify operational opportunities, derive insights, identify risk, and measure outcomes of changes driven by Consumer, Retail and Preferred Efficiently and effectively collaborates with program managers, LOB sponsors, and various cross-functional teams to develop the scope, deliverables, milestones, budget, and associated benefits for Consumer, Retail and Preferred change initiatives Monitors the execution of defined deliverables and associated milestones, tracks progress, elevates identified risks, pushes for quick decisioning and resolution, and measures progress against defined KPI success metrics Promotion and execution of risk management framework and fostering a culture of risk awareness Proactively identifies risks to Consumer operations and reputation by evaluating strategies that minimize or eliminate potential impacts Required Qualifications: 5+ years Retail Banking Experience Retail Banking process design and/or project management background including Claims processes & initiatives experience Strong communication and listening skills - written, oral, non-verbal, visual, active listening and contextual communication. Proven ability to think strategically and execute tactically in alignment with Consumer goals & objectives Ability to effectively operate in a high demand, fast paced environment while maintaining the highest level of accuracy Analytical thinker who can effectively ideate & drive impactful improvements by leveraging analytics & insights Effectively collaborates with various cross-functional teams to influence scope, milestone delivery and secure identified benefits for initiatives impacting Retail Banking Fosters a culture of risk identification and awareness through infinite focus on detection & resolution of operational shortfalls, dissatisfiers & regulatory risks Builds long-term, mutually beneficial partnerships based on a foundation of trust and mutual respect Exudes executive presence through delivery of tangible materials and execution of formal and informal presentations Experience with leading/mentoring others by providing advice, support and guidance Excellent influencing skills to encourage support of ideas/approaches. Ability to effectively negotiate and reach beneficial agreements through compromise and collaboration. Proficient knowledge of MS Word, Excel, PowerPoint and OneNote Excellent organizational and time-management skills Ability to successfully multitask Desired Qualifications: 5+ years of Process Design and Project Management experience Experience in Consumer Client Servicing products and internal Claims processes Familiar with client and agent Retail Banking tools used for inquiries and servicing Digital/Self-service capabilities available to clients IVR/Telephony experience End to end management of issues and risks 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 Shift: 1st shift (United States of America) Hours Per Week: 40 Pay Transparency details US - MD - Hunt Valley - 11333 MCCORMICK RD - HUNT VALLEY II (MD5032), US - NV - Las Vegas - 1351 N Town Center Dr (NV1507), US - NY - Utica - 5701 Horatio St - 5701 Horatio Arterial (NY7501) Pay and benefits information Pay range $112,000.00 - $140,000.00 annualized salary, offers to be determined based on experience, education and skill set. Discretionary incentive eligible This role is eligible to participate in the annual discretionary plan. Employees are eligible for an annual discretionary award based on their overall individual performance results and behaviors, the performance and contributions of their line of business and/or group; and the overall success of the Company. Benefits This role is currently benefits eligible. We provide industry-leading benefits, access to paid time off, resources and support to our employees so they can make a genuine impact and contribute to the sustainable growth of our business and the communities we serve. Bank of America is committed to help employees through the transition period when they’re displaced as a result of a workforce reduction, realignment or similar measure. Please review the resume writing and interviewing tips provided below to help prepare you for your next career opportunity. Getting started Regardless of the position you are interested in, the starting points to building your resume are the same: 1. Determine the job or types of jobs you want to do and research their responsibilities and qualifications. 2. Think about why you can do the job and make a list of your skills that are relative to the job. 3. Identify experiences or accomplishments that show your proficiency in the skills required for the job. 4. Summarize your abilities, accomplishments and skills into a brief, concise document. Considerations when writing a resume • Do be brief. Resumes should be 1-2 pages in length. • Do be upbeat and active in your wording. • Do emphasize what you have done clearly and concretely. • Do be neat and well organized. • Do have others proofread and critique your resume. Spell check. Make it error free. • Do use high quality, white or light colored 8½ x 11 paper. Use a laser printer if possible. • Don't be dishonest, always tell the truth about yourself in the most flattering light. • Don't include salary history or requirements. • Don't include references. • Don't include accomplishments that do not support your professional goals. • Don't include anything that isn't relevant. (For example, don't mention your fondness for swimming unless you want to work on the water.) • Don't use italics, underlining, shadows or other fancy treatments. Seven steps to a successful interview 1. Anticipate –Put yourself in the interviewer's position. What do you believe the interviewer is most interested in? Why do you think you have been invited to interview? 2. Research –What are the primary functions of the line of business? What are the success factors for the job? Is there a job description available? 3. Assess –Think about your skills, abilities, knowledge, interests, traits, values and accomplishments. Match them to what you know about the job. Consider which ones you should highlight. 4. Prepare Answers –Think about what the interviewer may ask, determine what the best answer is and write it down. 5. Prepare Questions – Interviewing is a two-way street. By asking thoughtful questions, you communicate your interest and learn a lot about the job. Choose two or three questions to ask your interviewer. Avoid asking a lot of questions about vacation time or breaks. 6. Practice – It may seem awkward, but it is the best way to come across well in an interview. Practice your own "great responses" with others or in front of a mirror until you appear relaxed and at ease. 7. Follow-up – Send a brief follow-up letter to the interviewer. Keep in mind that the many job searchers will not send a follow-up letter. Sending one can become a competitive advantage. Pay Transparency - https://careers.bankofamerica.com/en-us/pay-transparency Privacy Statement - https://careers.bankofamerica.com/en-us/privacy-notice