Senior Operations Consultant

Bank of America • Utica, NY

20h • Onsite

About The Position

At Bank of America, the common purpose is to help make financial lives better through Responsible Growth and by delivering for clients, teammates, communities, and shareholders. The company is committed to being an inclusive workplace, attracting and developing talent, supporting teammates’ physical, emotional, and financial wellness, recognizing performance, and making an impact in communities. Bank of America maintains an in-office culture with specific attendance requirements, allowing for flexibility based on role-specific considerations. This role offers opportunities to learn, grow, and make an impact. The Senior Operations Consultant is responsible for resolving complex day-to-day problems, researching, and executing complex transactions for multiple sites or larger business units. Key responsibilities include leading the design, development, and implementation of products, systems, processes, and services with a focus on continuous improvement. The consultant will contribute to reporting solutions, tools, and internal team processes, serving as a liaison between business partners, operations, and developers to ensure data and reporting align with business needs. Frequent engagement with clients, peers, and managers is required to gather requirements, review outputs, and ensure successful outcomes. The role involves participating in stakeholder meetings, leading smaller reporting or process improvement projects, or managing components of larger initiatives. Strong process discipline is essential to ensure scalable, repeatable, and well-documented reporting and operational work. The consultant will document operational workflows, manage multiple priorities, identify process gaps and inefficiencies, and drive solutions forward, acting as a recognized subject matter expert in assigned business processes, reporting content, or operational workflows.

Requirements

• 3+ years processes design, development, reporting, and/or project management
• Experience working with technology and data teams
• A desire to work with critical LOB processes – including performance metrics, control functions, and service requests - and data spanning multiple technologies and business purposes
• Financial Services and/or Contact Center business acumen; exposure to Consumer Client Services
• Strong understanding of business operations, processes, and how reporting impacts decision‑making
• Proven ability to own and execute processes in an operations environment with limited oversight
• Demonstrated project management or coordination skills, including planning work, tracking progress, and delivering defined outcomes
• Strong interpersonal skills required to interact with a broad range of stakeholders, partners, and personalities
• Working knowledge of data gathering tools and business intelligence/reporting platforms (Tableau)
• Ability to think critically about data, processes, and workflows, even if not a deep technical specialist
• Strong communication skills, with the ability to explain data, processes, and findings clearly to technical and non‑technical audiences
• Comfortable functioning as a content or process expert and being relied upon by peers for guidance
• Exhibits leadership qualities through influence, accountability, initiative, and collaboration rather than formal people management
• Adaptable and effective in environments with changing priorities and competing demands
• Engages and invests in a positive culture of reward and recognition

Nice To Haves

• Client service experience
• Experience with KPI, Scorecard Governance
• Experience with SPI

Responsibilities

• Leads the design, development, and implementation of complex products, systems, and services in an operations environment using subject matter expertise
• Manages projects and direct activities of a team related to special initiatives
• Advises as a technical expert in assigned area by providing work direction, guidance, and training to employees and business partners on new complex initiatives
• Builds relationships with business partners across various Lines of Business
• Manages and defines responsibilities and accountabilities for key program and projects
• Resolving day-to-day complex problems, researching, and executing on complex transactions for multiple sites or larger business unit(s)
• Contribute to the design, development, and implementation of reporting solutions, tools, and supporting internal team processes
• Serve as a liaison between business partners, operations, and team developers to ensure data and reporting solutions align with business needs
• Engage frequently with clients, peers, and managers to gather requirements, review outputs, and ensure successful outcomes
• Participate in client and stakeholder meetings to understand needs and contribute specialized operational or reporting knowledge
• Lead smaller reporting or process improvement projects, or manage defined components of larger initiatives
• Apply strong process discipline to ensure reporting and operational work is scalable, repeatable, and well‑documented
• Use tools and established processes to document operational workflows end‑to‑end where appropriate
• Manage multiple priorities simultaneously while maintaining accuracy, quality, and timeliness
• Demonstrate initiative by identifying process gaps, reporting inefficiencies, or improvement opportunities and driving solutions forward
• Act as a recognized subject matter expert in assigned business processes, reporting content, or operational workflows

Benefits

• Industry-leading benefits
• Access to paid time off
• Resources and support to employees to make a genuine impact and contribute to the sustainable growth of the business and communities
• Eligible to participate in the annual discretionary plan

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees