Operations Project Manager-Portfolio Analytics

Bank of America • Charlotte, NC

4d • 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! Job Description: This job is responsible for managing medium to large projects for an operations department or Line of Business. Key responsibilities include determining appropriate test methods, coordinating execution across stakeholders and test groups, managing project scope, planning, and organizing, directing the execution of test plans and scripts, and working closely with management on project impact and direction. Job expectations include acting as the first point of contact for end-to-end project status, project health, mitigation, and timely escalation to leadership and stakeholders.

Requirements

• Experience in project management, reporting, analytics or business analysis.
• Strong analytical skills and experience translating data into clear business insights and recommendations.
• Experience developing reporting from multiple systems and data sources.
• Experience supporting business cases, benefit analysis and performance measurement.
• Ability to manage multiple priorities and work across operations, technology, product, finance and risk teams.
• Strong written and verbal communication skills, including executive-ready presentations.
• Proficiency in Excel and PowerPoint; experience with Tableau, Power BI or similar reporting tools.
• Attention to Detail
• Collaboration
• Risk Management
• Active Listening
• Change Management
• Customer and Client Focus
• Problem Solving
• Process Mapping
• Business Case Review
• Critical Thinking
• Planning
• Presentation Skills
• Project Management

Nice To Haves

• Experience supporting contact center, servicing or retail banking operations.
• Familiarity with desktop applications and associate-facing tools in a contact center environment.
• Experience measuring operational metrics such as call reduction, average handle time and productivity.
• Knowledge of AI model validation, governance or model risk management processes.
• Experience with SQL or other data query tools.
• Bachelor’s degree in business, analytics, operations or a related field.

Responsibilities

• Lead reporting and analytics for transformation programs supporting desktop applications used in Bank of America’s retail contact centers.
• Develop reporting and insights that measure program performance and operational benefits, including call saves, average handle time reduction and associate efficiency.
• Leverage data from multiple backend systems to deliver accurate, timely and actionable reporting for leadership and program teams.
• Support benefit analysis for key initiatives and new business cases, including baseline development, forecasting and benefit tracking.
• Manage overall project reporting to provide visibility into quarterly demand, capacity, prioritization and delivery progress across the book of work.
• Support AI model validation efforts by coordinating reporting, analysis and documentation needed for model risk management tollgates.
• Identify trends, risks and opportunities and present findings clearly to leadership and business partners.

Benefits

• 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.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees