Sr Operations Project Consultant - Retail Preferred Client Services

Bank of America•Charlotte, NC

15d•$112,000 - $140,000•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 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 consulting on large, complex projects for a Line of Business that may be regional or national in scope. Key responsibilities include recommending policy and procedural changes and developing measurement criteria and project plans such as cost and resource estimates. Job expectations include working with senior management to evaluate current methods and develop strategies to implement changes and improvements brought about by the project.

Requirements

5+ years Retail Banking Experience
Retail Banking process design and/or project management background
Strong communication and listening skills - written, oral, non-verbal, visual, active listening and contextual communication.
Proven ability to think strategically and execute tactically in alignment with Consumer goals & objectives
Ability to effectively operate in a high demand, fast paced environment while maintaining the highest level of accuracy
Analytical thinker who can effectively ideate & drive impactful improvements by leveraging analytics & insights
Effectively collaborates with various cross-functional teams to influence scope, milestone delivery and secure identified benefits for initiatives impacting Retail Banking
Fosters a culture of risk identification and awareness through infinite focus on detection & resolution of operational shortfalls, dissatisfiers & regulatory risks
Builds long-term, mutually beneficial partnerships based on a foundation of trust and mutual respect
Exudes executive presence through delivery of tangible materials and execution of formal and informal presentations
Experience with leading/mentoring others by providing advice, support and guidance
Excellent influencing skills to encourage support of ideas/approaches. Ability to effectively negotiate and reach beneficial agreements through compromise and collaboration.
Proficient knowledge of MS Word, Excel, PowerPoint and OneNote
Excellent organizational and time-management skills
Ability to successfully multitask

Nice To Haves

5+ years of Process Design and Project Management experience
Experience in Consumer Client Servicing products and internal processes (Retail, Preferred and Fraud)
Familiar with client and agent Retail Banking tools used for inquiries and servicing
Digital/Self-service capabilities available to clients
IVR/Telephony experience
End to end management of issues and risks

Responsibilities

Analyzes current state processes, existing operations, procedures, and workflows and discovers pain points to develop approaches for potential solutions, including building a business case for improvement recommendations and driving the execution of implementation
Coordinates with the business to execute on defined project tasks, tracking deliverables and their statuses, and measuring progress against ongoing success measures
Drives partnerships with operations management to create project impact and provide direction and guidance to internal teams
Establishes and maintains relationships with relevant client stakeholders to communicate updates and escalate issues
Performs risk management activities to minimize project risks
Creates and maintains comprehensive project documentation
Leverages business knowledge to identify opportunities for improvement and supports change execution
Partners closely with key business stakeholders to develop and execute on both strategic and tactical plans that align to defined business goals and objectives for Consumer, Retail and Preferred. Ensure defined benefits are acceptable and obtainable
Gathers analytics, performs assessments, and/or provides interpretation of data and/or information to identify operational opportunities, derive insights, identify risk, and measure outcomes of changes driven by Consumer, Retail and Preferred
Efficiently and effectively collaborates with program managers, LOB sponsors, and various cross-functional teams to develop the scope, deliverables, milestones, budget, and associated benefits for Consumer, Retail and Preferred change initiatives
Monitors the execution of defined deliverables and associated milestones, tracks progress, elevates identified risks, pushes for quick decisioning and resolution, and measures progress against defined KPI success metrics
Promotion and execution of risk management framework and fostering a culture of risk awareness
Proactively identifies risks to Consumer operations and reputation by evaluating strategies that minimize or eliminate potential impacts

Benefits

This role is eligible to participate in the annual discretionary plan. Employees are eligible for an annual discretionary award based on their overall individual performance results and behaviors, the performance and contributions of their line of business and/or group; and the overall success of the Company.
This role is currently benefits eligible.
We provide industry-leading benefits, access to paid time off, resources and support to our employees so they can make a genuine impact and contribute to the sustainable growth of our business and the communities we serve.

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