Operations Project Manager-Portfolio Analytics

Bank of America•Lincoln, NE

2d•Onsite

About The Position

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. This role will lead reporting and analytics for transformation programs supporting desktop applications used in Bank of America’s retail contact centers. It involves developing reporting and insights that measure program performance and operational benefits, including call saves, average handle time reduction and associate efficiency. The role requires leveraging data from multiple backend systems to deliver accurate, timely and actionable reporting for leadership and program teams. It also supports benefit analysis for key initiatives and new business cases, including baseline development, forecasting and benefit tracking. The role manages overall project reporting to provide visibility into quarterly demand, capacity, prioritization and delivery progress across the book of work. Additionally, it supports AI model validation efforts by coordinating reporting, analysis and documentation needed for model risk management tollgates. The role requires identifying trends, risks and opportunities and presenting findings clearly to leadership and business partners.

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.

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.