Operations Project Consultant - Home Loans

Bank of America•Tampa, FL

13d•Onsite

About The Position

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! For internal employees; participation in a work from home posture does not make you ineligible to post, however, may require to meet the workplace excellence policy Job Description: This job is responsible for handling medium to large 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 change and improvements brought about by the project.

Requirements

3+ years overall Contact Center Experience.
Proficiency in the Voices platform (Medallia), including system support and analysis
Expertise in reporting, including expertise in Excel
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.
Ability to lead, prioritize and manage multiple assigned tasks meeting targeted deadlines.
Ability to communicate across and up the organization.
Must be able to work independently as well as partner with teammates and is not afraid to make a decision and act on it.
Highly motivated, flexible and ability to work in fast paced environment
Strong analytical skills in solving issues; ability to think outside the box

Nice To Haves

2+ years of Home Loans Product Experience
Experience designing and implementing risk mitigation and process improvement initiatives
Demonstrated ability to engage and communicate at the executive level
Tableau (Data Visualization Software) usage experience
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

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 support defined project tasks, tracking deliverables and their statuses, and measuring progress against ongoing success measures
Supports 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
Assists with creating and maintaining comprehensive project documentation
Leverages business knowledge to identify opportunities for improvement and supports change execution

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