Operations Project Consultant
About The Position
At Bank of America, the Operations Project Consultant supports Client Services by turning data into actionable insights to improve client experience performance across multiple business segments. The role uses reporting, analytics, client survey data, and client journey insights to identify trends, performance drivers, and opportunities for improvement. The consultant partners with cross-functional teams on data-driven recommendations and operational and client experience initiatives, with increasing scope and independence. The position handles medium to large projects for a Line of Business that may be regional or national in scope. It recommends policy and procedural changes, develops measurement criteria and project plans, and works with senior management to evaluate current methods and develop strategies for implementing project-related changes and improvements. The role is based within Bank of America’s in-office culture, subject to role-specific attendance requirements and flexibility. The listed locations are Hunt Valley, Maryland; Las Vegas, Nevada; Utica, New York; and Richmond, Virginia. The position is first shift and 40 hours per week.
Requirements
- At least 2 years of experience in Operations or related work.
- Demonstrated experience using data and analytics to drive client experience or operational performance improvements.
- Strong analytical and problem-solving skills, including the ability to connect data insights to business outcomes.
- Proficiency with reporting and data visualization tools, such as Excel.
- Excellent written and verbal communication skills.
Nice To Haves
- Experience with SQL (Data Storage).
- Experience using Tableau (Data Visualization Software).
- At least 1 year of Retail Banking experience.
- At least 2 years of Consulting experience.
Responsibilities
- Analyze current-state processes, operations, procedures, and workflows to identify pain points; develop potential solutions, build business cases for improvement recommendations, and drive implementation.
- Coordinate defined project tasks with the business, track deliverables and status, and measure progress against ongoing success measures.
- Partner with operations management to create project impact and provide direction and guidance to internal teams.
- Maintain relationships with relevant client stakeholders, communicate updates, and escalate issues.
- Perform risk management activities to minimize project risks.
- Assist with creating and maintaining comprehensive project documentation.
- Use business knowledge to identify improvement opportunities and support change execution.
- Conduct multivariate analysis using reporting, analytics, Voice of the Client survey data, and client journey data to identify trends and insights affecting client experience performance.
- Identify client experience performance drivers, including satisfaction, effort, pain points, and moments that matter across the client lifecycle.
- Contribute analysis, insights, and performance tracking to client experience and operational improvement initiatives.
- Partner with Client Services leadership to align insights with strategic objectives and execution plans.
- Track performance against client experience and operational KPIs and provide ongoing monitoring and insights for continuous improvement.
- Translate complex analytical findings into executive-ready presentations and narratives for different stakeholder audiences.
- Establish repeatable analytical approaches and best practices for client experience measurement, reporting, and insight generation.
- Recommend policy and procedural changes, develop project measurement criteria and plans—including cost and resource estimates—and work with senior management on strategies to implement improvements.
Benefits
- Benefits eligible.
- Access to paid time off.
- Eligible to participate in the annual discretionary plan, with awards based on individual performance and behaviors, line of business and/or group performance and contributions, and overall company success.
- Resources and support for employees.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
