Service Delivery Consultant

Bank of America•Charlotte, NC

10d•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 is core to how we drive Responsible Growth. This includes our commitment to being an inclusive workplace, attracting and developing exceptional talent, supporting our teammates’ physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve. Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations. At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us! Job Description: This job is responsible for leading cross functional teams to manage infrastructure delivery, including initiatives within Application Production Services and Engineering. Key responsibilities include serving as a point of contact for application teams and working with Technology stakeholders, Service Providers, and the business to deliver the Infrastructure Portfolio. Job expectations may include oversight and management of programs, coordinating activities across functional teams, remediating or escalating issues, and ensuring funding levels are maintained for key technology strategies. Position Summary 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 is core to how we drive Responsible Growth. This includes our commitment to being an inclusive workplace, attracting and developing exceptional talent, supporting our teammates’ physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve. Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations. 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 driving and executing on internal control discipline and operational excellence within a Line of Business (LOB) or Enterprise Control Function (ECF). Key responsibilities include providing analytical and administrative support to the LOB or ECF using specific processes, tools, and routines that ensure Employee Experience Technology’s (EET) compliance to Enterprise Process Management (EPM) policies and standards. We are looking for a strong contributor with the right level of experience, excellent analytical and critical thinking skills, and a process improvement mind-set who will act as an ambassador of the risk culture. Incumbents typically have 3-5 years of risk management experience. The candidate will also be engaged with Process Owners and support partners on a regular basis ensuring that the SPI framework is adequate for all uses within EET. The ideal candidate will have a passion for process governance and oversight and will develop close working relationships with the operations, strategy, and technology teams along with process owners. We are looking for a strong team contributor with the right experience and ability to challenge and influence stakeholders throughout the organization. Job expectations include: Working with business leaders and subject matter experts to help maintain EET’s Single Process Inventory (SPI) portfolio. Establishing and executing formal routines to ensure data quality in the Process Owner Portal (POP), Operational Risk and Compliance Integrated Technology Platform (ORCIT/Key Measures), and other SPI related tools and databases. Monitoring and testing controls, metrics, and action plans and implementing quality assurance processes that evaluate data, data formatting, and potential issues and gaps.

Requirements

Collaboration
Influence
Project Management
Result Orientation
Stakeholder Management
Analytical Thinking
Business Acumen
Financial Management
Innovative Thinking
Risk Management
Adaptability
DevOps Practices
Solution Delivery Process
Solution Design
Technical Strategy Development
Ability to regularly communicate with and present to impacted parties and stakeholders regarding SPI issues, gaps, and control improvements including gap remediation tracking and closure.
Experience in conducting and/or coordinating thoughtful, value-added quality reviews to enhance process performance and control effectiveness.
Comfort with leading formal routines to ensure SPI Leads, Process Owners, Process Delegates, and other SPI roles are fulfilling requests and responsibilities per the EPM policy.
Ease with working directly with Line of Business partners to gather information needed to identify and implement solutions that resolve critical business challenges and opportunities.
Knowledge and experience in data and reporting tools and methodologies as well as the ability to professionally present data to a wide and varied stakeholder population.
Establishing and implementing a model for continuous process improvement by applying process engineering best practices.
Minimum Years of Experience 5

Responsibilities

Oversees infrastructure delivery (scope, milestones, and capability) of the book of work and executes and monitors the progress of initiatives/projects to address roadblocks and issues proactively, including infrastructure impacted book of work and Technology Infrastructure (TI) strategic efforts
Acts as a single point of contact for all technology stakeholder needs including network, storage, server, and TI supporting software and serves as a point of escalation for issues and defining plans to resolve and communicate those problems requiring further attention
Reports on key metrics, prioritizes the work across the portfolio, and monitors the overall health of the portfolio
Manages trusted relationships with the business and technology leaders and prepares a detailed portfolio level plan to agree on deliverables, including service levels and milestones
Manages yearly and monthly initiative funding budget and allocations, providing financial transparency for Technology Cost of Application (TCOA) chargebacks, capital forecasting, initiative finances, and stale application volumes
Communicates Core Technology Infrastructure (CTI) strategies, services, and products to technology stakeholders, advocates for top priorities within CTI, and influences change effectively through strong partnerships
Leads fellowship Communities of Practice (CPO) in the organization and across other delivery teams
Serve as a key SME to support EET’s Process Owner and Process Delegates with required data updates to POP, ORCIT/Key Measures and other SPI related systems and databases.
Serve as a primary business partner to Global Technology Business Management & Controls in order to facilitate remediation of SPI performance gaps.
Serve as a key SME to support Process Owner and Process Delegates with required governance templates, SPI systems and databases, and process governance routines.