Operations Project Consultant – Consumer Client Experience Team

Bank of America•Charlotte, NC

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. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day. One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. We’re devoted to being a diverse and inclusive workplace for everyone. We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being. Bank of America believes both in the importance of working together and offering flexibility to our employees. We use a multi-faceted approach for flexibility, depending on the various roles in our organization. Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference. Join us! The Consumer Client Experience Team is seeking an experienced, motivated individual to join our high performing team as an Operations Project Consultant. As a key member the team you will be responsible for executing on internal control discipline and operational excellence within a Line of Business (LOB) supporting the Retail, Preferred and SB Complaints Program. Key responsibilities include executing quality assurance and controls processes to drive adherence to enterprise-wide standards. Job expectations include supporting the implementation of quality assurance and quality control processes within the LOB through ongoing monitoring and testing of controls, identifying issues and control improvements for remediation, and building out actions plans and milestones.

Requirements

Proven experience and in-depth knowledge of Enterprise Complaint requirements, Consumer's change tools and processes – Universal Change Risk assessment (UCRA), Capacity Sequencing (CAST).
Project management experience, including control, stakeholder, strategy planning and communication management
Business control environment expertise/experience
Ability to collaborate with and influence 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. 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
Demonstrated ability to build partnerships and work with multiple partners

Nice To Haves

Strong working knowledge of Word, Excel, PowerPoint, and SharePoint
Ability to analyze data and trends to support performance enablement
Effective organizational and time management skills

Responsibilities

Assists in the execution of internal control discipline and operational excellence within the Consumer Bank.
Performs monitoring and testing of controls, identifying issues and control improvements for remediation
Implements use of optimized controls and enhanced Quality Assurance (QA) practices to support businesses in adherence to the Enterprise Complaints Standard
Ensures timely execution of QA activities including control execution, case management, and results reporting
Ensures accuracy of data and that relevant information is captured for inspection metrics to support governance for dashboard reporting

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