Service Delivery Consultant II – CPO AI Enablement/Virtual Assistant

Bank of America•Charlotte, NC

3d•Onsite

About The Position

This role manages the delivery and execution of Global Human Resources (GHR) products and programs, including operational requirements, end-to-end processes, and oversight needed to deliver programs effectively. It supports AI enablement across the Chief People Organization (CPO), with a primary focus on piloting, developing, and implementing CPO line-of-business AI agents using Microsoft Copilot Studio. The role 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 issues and enhancements, supporting testing and readiness, and driving implementation through launch. The position also supports CPO’s broader AI and digital employee experience strategy, including the evolution of Flagscape, HR Connect, and Erica for Employees through generative AI for content delivery, employee support, and transaction enablement. Working with Technology, Employee Channels, Communications, Service Delivery, and CPO business teams, the role defines requirements, coordinates testing and validation, resolves implementation issues, and supports delivery of AI-enabled capabilities that simplify employees’ access to information and HR services.

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 across business and technology teams.
Project management and/or product delivery experience, including support for complex, cross-functional initiatives.
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 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 approach and ability 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 to support delivery of GHR products and programs.
Evaluate existing processes, technologies, and routines to drive 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; coach and develop team members.
Partner with HR program functions to ensure processes meet design requirements.
Support complex initiatives by identifying solutions that meet business needs and priorities.
Serve as a liaison between CPO business teams and Technology, translating business needs into requirements for AI-enabled solutions.
Support the piloting, 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 generative AI 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 improvement opportunities.
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.