Operations Consultant

Bank of America•Tampa, FL

About The Position

The Operations Consultant is responsible for resolving complex day-to-day problems and researching and executing complex transactions for a business unit or site. The role provides strategic advice on the design, development, and implementation of products, systems, and services, using discretion within project-management methodologies. Within Bank of America’s Command Center Access Management Team, the position serves as an experienced Single Point of Contact (SPOC) for access-management support across SSFO – Specialized Servicing and Fulfillment Operations, CAMLO – Consumer Anti-Money Laundering Operations, and Legal Order. The role coordinates requests from intake through completion, supports governance routines, and helps maintain consistent, well-controlled processes. It requires adapting to changing priorities, communicating clear status updates, using access-management tools and reports, and partnering across teams to resolve issues. The position may also include managing associates. Managers at this level are expected to foster inclusion, promote process knowledge and data-driven decisions, communicate effectively, manage risk and expenses, coach and develop employees, support talent growth, and deliver business outcomes.

Requirements

1–3 years of experience serving as a SPOC, preferably in access management, identity and access management, governance, risk, controls, or a comparable operational environment.
Working knowledge of ARM and experience using access-related reporting, including Digger, Cloudera, and the Revocation Report.
Ability to manage requests across multiple organizations or stakeholder groups while maintaining ownership and follow-through.
Strong written and verbal communication skills, including the ability to provide concise updates and explain issues to varied audiences.
Ability to analyze reports, identify discrepancies or patterns, and translate findings into actionable next steps.
Ability to balance competing priorities and meet established timelines in a changing environment.
Strong attention to detail, documentation discipline, critical thinking, and problem-solving skills.
Proficiency with Microsoft Outlook, Excel, PowerPoint, and Word.

Nice To Haves

Experience supporting formal access-governance routines, control reviews, audit requests, or remediation activities.
Experience working with access revocations, entitlement validation, exception management, or user-access reporting.
Ability to build trusted partnerships, remain composed during change, and drive work to closure with limited oversight.
A continuous-improvement mindset and interest in strengthening documentation, reporting, and operational controls.

Responsibilities

Advise on the design, development, and implementation of complex products, systems, and services in an operations environment using discretionary judgment.
Advise on projects and direct team activities related to special initiatives.
Serve as a technical expert in the assigned area, explaining operations processes and their implications for other groups within the operations function.
Assess present-state operations, develop alternative future-state approaches, and facilitate implementation with a clear approach to program or initiative setup, execution, and control.
Identify and recommend responsibilities and accountabilities for key programs and projects.
Serve as the primary SPOC for access-management requests supporting SSFO, CAMLO, and Legal Order.
Own requests from intake through resolution, maintaining detailed, accurate, and current documentation and communicating with appropriate contacts.
Use ARM to research, monitor, update, and support access-management requests and related activities.
Use Digger, Cloudera, and the Revocation Report to research access, validate request details, identify exceptions, and support timely follow-up.
Provide timely status updates, communicate risks or blockers, and escalate issues when appropriate.
Adapt to changing volume, priorities, processes, reporting needs, and organizational requirements.
Assist with governance routines, including recurring reviews, validation activities, issue tracking, documentation, evidence collection, and follow-up actions.
Partner with business, technology, reporting, risk, and control contacts to resolve access issues and improve operational outcomes.
Identify trends, gaps, and recurring issues across requests and reports, and recommend practical process or control improvements.
If managing associates, create an inclusive team; promote process knowledge, data-driven decisions, simplicity, and continuous improvement; communicate business context; lead risk identification and resolution; coach and develop team members; manage expenses; recruit and develop talent; and deliver results through effective team management.