Service Delivery Consultant II – Benefit Delivery

Bank of America•Pennington, AL

23h•$102,500 - $150,000•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 and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates’ physical, emotional, and financial wellness through affordable, competitive and flexible benefits. We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve. Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs. At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us! This job is responsible for managing the delivery and execution of Global Human Resources (GHR) products and programs, which may include Payroll, Benefits, Compensation, Learning and Development (LD), Retirement, Shared Services or Staffing. Key responsibilities include partnering with the HR program design functions to recommend solutions and requirements for new programs. Job expectations include understanding the programs/products, operational requirements, end-to-end processes, and oversight necessary to deliver HR programs successfully and effectively. Service Delivery Consultant II is responsible for supporting all aspects of the Health and Insurance (H&I) and Carrier Management programs and services. The role requires a deep understanding of the administration of H&I programs and managing complex processes involving multiple third-party service providers; along with partnering internally in a heavily matrixed environment.

Requirements

2+ years of strong Vendor Management experience
Strong knowledge of back-office operations and data analysis
Strong technical knowledge of system data feeds, data flows, cloud, AI, etc.
User acceptance testing experience, preferably HR related applications
Strong project management skills, including the ability to prioritize work and meet deadlines while driving competing priorities and multiple tasks concurrently
Attention to detail, adept in handling quantitative data and ability to identify end to end impact
Relationship management experience including the ability to communicate, influence and coach at the senior leader level
Ability to demonstrate facilitation, client service orientation, leadership, influence, teamwork and collaboration
Strong oral & written communication skills; ability to articulate complex concepts to a non-specialist audience
A team player who thinks and acts cross-functions, proactive and focused on continuous improvement
A problem solver with a “can do” attitude, sense of urgency, consultative approach and client service mentality that drives issues through to completion
Demonstrates a sense of commitment to work and willingly assumes responsibility for accomplishing objectives
Self-starter individual comfortable working independently with flexibility/adaptability

Nice To Haves

3-5 years Benefit Administration experience
Experience working with and managing outsourced services
Project and program management experience

Responsibilities

Service Delivery Point of Contact partnering with multiple vendors and internal partners (Benefits Design, Technology, Vendor Management, Business Control, Sourcing, Legal, Communications, Finance, and HR Reporting teams) to ensure processes and services are delivered flawlessly to our teammates
Support multiple vendor relationships, monitor their process controls, identifying and ensuring proper risk mitigation routines are in place and followed
Support process and technical enhancements, including testing requirements, and implementation of health and insurance programs and initiatives
Throughout any enhancement or changes, always keeping the employee experience at the forefront of consideration
Identify and interpret trends in data that may impact programs
Serve as Subject Matter Expert and primary contact for plan vendors and third party administrators, while managing member escalations and driving to resolution
Ensure compliance with state and federal regulations including HIPAA, COBRA, ERISA, and other applicable regulations
Responsible for ongoing invoice and claim funding reviews and approval, as well as participation in Annual Benefits Enrollment activities
Communication of changes and process improvements to appropriate audiences; and updates to POP Tool as required
Performs complex analytics, consulting, and process design tasks to support the successful delivery of Global Human Resources (GHR) products and programs
Evaluates existing processes, technologies, and routines to drive process improvements
Implements controls to mitigate and manage compliance and operational risk
Manages a variety of routine to complex operational and strategic activities to ensure programs are executed accurately and effectively, while coaching and developing team members
Partners with HR program functions on an ongoing basis to ensure processes meet design requirements
Supports larger, complex initiatives by identifying solutions that meet business needs and priorities