Service Delivery Consultant II – CPO AI Enablement/Virtual Assistant

Bank of America • Pennington, AL

5d • $102,500 - $150,000 • Onsite

About The Position

This role manages the delivery and execution of Global Human Resources (GHR) products and programs and supports AI Enablement across the Chief People Organization (CPO). Its primary focus is piloting, developing, and implementing CPO line-of-business AI agents using Microsoft Copilot Studio. The consultant serves as a liaison between CPO business teams and technology partners, translating business needs and processes into product requirements, coordinating agent design and development, managing product issues and enhancements, supporting testing and readiness, and driving implementation through launch. The role helps establish a scalable approach to agentic capabilities in CPO while ensuring solutions are practical, user-focused, and aligned with business priorities.

The role also supports CPO’s broader AI and digital employee experience strategy, including the evolution of Flagscape, HR Connect, and Erica for Employees toward increased use of generative AI for content delivery, employee support, and transaction enablement. In partnership with Technology, Employee Channels, Communications, Service Delivery, and CPO business teams, the consultant defines requirements, coordinates testing and validation, resolves implementation issues, and supports delivery of AI-enabled capabilities that simplify how employees access information, complete HR-related tasks, and interact with CPO services.

The position also performs complex analytics, consulting, and process design for GHR programs; evaluates processes and technologies for improvements; implements controls to manage compliance and operational risk; and partners with HR program functions to ensure processes meet design requirements. The role is based at the listed Pennington, New Jersey location, with onsite work potentially required under the workplace excellence policy. It is a first-shift role with 40 hours per week. The annual salary range is $102,500–$150,000, determined based on experience, education, and skill set. The role is eligible for an annual discretionary incentive plan and benefits, including paid time off.

Requirements

• Minimum 3 years of Global Human Resources experience.
• Strong written and verbal communication skills, including the ability to translate business needs into clear requirements and communicate effectively across business and technology teams.
• Project management and/or product delivery experience, including supporting complex, cross-functional initiatives.
• Demonstrated analytical and research skills, including evaluating business processes, identifying gaps, defining requirements, and recommending solutions.
• Experience gathering and documenting business requirements and supporting testing, validation, and implementation activities.
• Strong organization, attention to detail, and accuracy.
• Ability to manage multiple priorities, work with a sense of urgency, and drive issues through resolution.
• Strong problem-solving and analytical capabilities.
• Employee experience mindset focused on simplifying processes and improving how employees access services.
• Collaborative team player able to build relationships and work effectively across functions.
• Proactive self-starter with a continuous improvement mindset and willingness to learn and adopt emerging technologies.
• Ability to work within a global team across time zones, including occasional weekends or holidays for system or project implementations.
• Proficiency with Microsoft Office products, including Outlook, Excel, PowerPoint, and Word.

Nice To Haves

• Experience supporting AI, generative AI, automation, virtual assistant, or other emerging technology solutions.
• Experience with Microsoft Copilot, Copilot Studio, or similar low-code/no-code AI development platforms.
• Experience translating business processes and use cases into requirements for technology solutions.
• Experience with agile product delivery, including defining requirements and user stories, backlog management, user acceptance testing, and validation.
• Experience supporting technical product changes, system integrations, and/or data integrations.
• Experience developing business process flows and identifying opportunities for automation and simplification.
• Knowledge of content management, knowledge management, and/or digital employee experience platforms.
• Experience supporting product implementation, change readiness, and user adoption.

Responsibilities

• Perform complex analytics, consulting, and process design tasks to support successful delivery of GHR products and programs.
• Evaluate existing processes, technologies, and routines to drive process improvements.
• Implement controls to mitigate and manage compliance and operational risk.
• Manage routine to complex operational and strategic activities to ensure programs are executed accurately and effectively, while coaching and developing team members.
• Partner with HR program functions on an ongoing basis to ensure processes meet design requirements.
• Support larger, complex initiatives by identifying solutions that meet business needs and priorities.
• Serve as a liaison between CPO business teams and Technology to translate business needs into requirements for AI-enabled solutions.
• Support the pilot, development, implementation, and enhancement of CPO agents using Microsoft Copilot Studio.
• Manage product activities, including requirements, user stories, backlog prioritization, testing, validation, and implementation readiness.
• Coordinate product issues, defects, dependencies, and enhancements through resolution.
• Support GenAI capabilities across Flagscape, HR Connect, and Erica for Employees, including content, employee support, and transaction enablement.
• Partner with CPO process owners and cross-functional teams to integrate AI capabilities into business processes and employee experiences.
• Analyze user feedback, adoption, and usage data to identify opportunities for improvement.
• Support implementation, change readiness, documentation, and adoption of new AI capabilities.
• Identify and manage risks, issues, and controls associated with AI and digital product delivery.
• Identify opportunities to simplify processes and improve the end-user experience.

Benefits

• Industry-leading benefits; the role is benefits eligible.
• Paid time off.
• Annual discretionary incentive award based on individual performance and behaviors, line-of-business and/or group performance and contributions, and overall company success.
• Resources and support for employee well-being and development are described, without further specific benefit details.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed