Service Delivery Consultant (GHR)

Bank of America•Plano, TX

9d•Onsite

About The Position

This job is responsible for supporting 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 operational process execution, quality assurance, and ensuring proper controls are in place. Job expectations include understanding the programs/products, operational requirements, end-to-end processes, and oversight necessary to deliver HR programs. This role is on the Integrated HR Solutions team within Global Human Resources supporting Core HR processes as well as to support evolving enterprise data control, data accuracy, auditing, and reporting needs. Serve as primary point of contact for core HR processes and partner with stakeholders to deliver people, process or technology change as needed. Perform activities associated with processes and provide stakeholders with monthly, quarterly or annual metrics. The candidate must be able to work independently, have great attention to detail, and demonstrate ability to turn ideas into well-structured processes or technology enhancements. Other responsibilities require the ability to develop strong partnerships and relationships with business, technology and compliance/risk partners.

Requirements

5+ years of experience supporting business processes and operations (preferably HR related) while appropriately handling and safeguarding confidential information
Proven experience managing multiple competing priorities simultaneously with compressed deadlines, strong prioritization and time management skills, self-directed and results oriented
Highly organized, detail oriented, proactive work ethic to ensure coordination of legal and regulatory changes and accuracy of other Business Control and Governance deliverables
Ability to proactively manage risks and issues and identify opportunities for improvement
Proven ability to build partnerships, address issues with creative solutions and to deliver results
Ability to synthesize information into a compelling story and present findings in a concise manner for senior level executives
Process management experience developing and successfully implementing new processes and practices with a commitment to strive for simplicity and transparency, including familiarity with the Single Process Inventory, Process Owner Portal, and process deliverables
Proficient in all Microsoft Office; intermediate skills in Excel, i.e. familiar with complex pivot tables, formulas (‘if’ statements), data filtering and lookups
Desire to continuously improve experiences for our clients and employees
Ability to multi-task in a high performing environment while focusing on attention to detail
Excellent verbal communication skills to present status to senior leadership and excellent written communication skills to complete related documentation

Nice To Haves

Experience with Agile Methodology, JIRA, MicroStrategy, Alteryx, Tableau and Workday
In-depth knowledge of HR products and services and/or communications and training development is highly desirable
Knowledge of internal and external regulatory environment
Previous experience developing and implementing quality assurance measurements and controls; ability to analyze results and influence improvement opportunities
Experience with Enterprise Procurement, Vendor Management, and Records Management requirements

Responsibilities

Manage Core HR process(es), includes managing Process Owner Portal (POP) entries (process description, activities, controls, risks and ORCIT metrics) and partnering with appropriate HR partners.
Maintain standard operating procedures, playbooks and training documentation.
Role will also manage requests and escalations via service mailbox.
Regular execution of data controls and audits to ensure data accuracy.
Produce and maintain reports needed to support processes, audits and data requests for stakeholders.
Collaborate closely with stakeholders and cross-functional teams to ensure processes are accurately defined and include activities or capture data required based on business need.
Provide visibility into status, trends, risks/mitigation and key milestones to stakeholders.
Partner with technology team to facilitate technology changes based on Agile methodology includes requirements gathering, JIRA story creation, design, UAT, regression testing and production validation.
Ensure coordination on all change related deliverables.
Supports the evaluation of existing processes, technologies, and routines to drive process improvements
Supports the implementation of controls to mitigate and manage compliance and operational risk
Supports a variety of routine to complex operational and strategic activities to ensure programs are executed accurately and effectively
Partners with Human Resources (HR) program functions on an ongoing basis to ensure processes meet design requirements
Supports initiatives and routines by identifying solutions that meet business needs and priorities