Process Design Consultant I

Bank of America•Newark, NJ

About The Position

At Bank of America, this role supports Responsible Growth by analyzing processes, documenting business case opportunities, and implementing process improvement and transformation initiatives that advance Operational Excellence. The work supports change initiatives intended to improve cost efficiency, quality, productivity, and risk mitigation, in collaboration with business leaders, subject matter experts, and integrated business and technology teams. Solutions are expected to be executed within budget and timeline. The Process Design Consultant I serves as a Process Delegate for assigned processes in the Client Care and Resolution Single Process Inventory (SPI). The role develops an end-to-end understanding of those processes, maintains complete and accurate process documentation, monitors process and control health, and coordinates required deliverables on behalf of the Process Owner. The consultant partners with business leaders, subject matter experts, Control and Metric Owners, and other stakeholders to identify risks, analyze performance, support action plans, and advance improvements to controls, efficiency, quality, productivity, and the client experience.

Requirements

At least 2 years of relevant Risk Management and/or Client Protection work experience.
In-depth knowledge of Complaints, Claims, Fraud, and/or Client Protection processes, controls, and supporting systems.
Knowledge of or experience with Single Process Inventory and process-governance frameworks, standards, tools, and routines.
Experience in business controls, issues, or management.
Experience using data and process-performance metrics to identify trends, risks, and improvement opportunities.
Process-management experience, including process mapping or root-cause analysis.
Experience supporting audits, regulatory reviews, or risk and control assessments.

Nice To Haves

Experience with Complaints, Fraud, and Claims workflow tools such as CTR, EPIC, ENG, BASS, or FLASH.
Strong written and verbal communication skills sufficient to interact professionally and effectively with all levels of management.
Ability to multitask and prioritize.
Ability to work independently in a fast-paced environment while working cohesively in a team setting.
Excellent time-management skills and ability to resolve complex day-to-day problems, including through research.
Ability to lead complex projects and consistently use independent judgment.
Self-starter who demonstrates initiative and can coordinate projects such as associate training, communication plans, and process and performance improvement efforts.
Ability to plan and facilitate meetings and prepare materials.
Proficiency with Microsoft Office, including PowerPoint, Word, SharePoint, and Excel.
Ability to build effective cross-functional partnerships and collaborate with Process Owners, Control Owners, Metric Owners, and other stakeholders.
High attention to detail and commitment to accurate, complete, audit-ready process documentation.
Skills in active listening, data collection and entry, process mapping, project management, reporting, continuous improvement, critical thinking, data visualization, process design, strategic thinking, administrative services, business process analysis, process effectiveness, process performance measurement, and process simplification.

Responsibilities

Support the Process Owner in executing process-management responsibilities and completing required SPI deliverables.
Coordinate with business leaders, subject matter experts, Control Owners, Metric Owners, and support partners to gather, validate, and maintain required process information.
Maintain accurate end-to-end process maps and documentation, including process steps, controls, metrics, risks, systems, handoffs, and client impacts.
Monitor process and control performance, identify trends or exceptions, and escalate material concerns to the Process Owner and appropriate stakeholders.
Facilitate process-governance routines, working sessions, and reviews by preparing materials, documenting decisions, tracking commitments, and driving follow-up actions.
Review key processes and control metrics, support root-cause analysis, and coordinate action plans to address performance gaps, issues, and risks.
Track line-of-business process requirements, deadlines, attestations, and action items to support timely and accurate completion.
Assess workflows against process-management and risk-management standards and raise documentation, control, or ownership gaps for resolution.
Support responses and evidence gathering for regulatory exams, internal audits, assessments, and other monitoring or inspection reviews.
Capture stakeholder feedback and voice-of-the-customer data to simplify, standardize, or strengthen processes before technology enhancement or automation.
Partner with the Process Owner and Operational Excellence resources to document, prioritize, and advance improvement opportunities, including business-case inputs where needed.
Support implementation and sustainment of approved process enhancements, control improvements, training updates, and procedure changes.
Use data, analytics, and critical thinking to translate process issues into clear recommendations and measurable improvement opportunities.