Operations Project Consultant – Consumer Client Experience Team
Job Description:
At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities, and shareholders every day. One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. We’re devoted to being a diverse and inclusive workplace for everyone. We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being. Bank of America believes both in the importance of working together and offering flexibility to our employees. Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference. Join us!
The Consumer Client Experience Team is seeking an experienced, motivated individual to join our high performing team as an Operations Project Consultant. As a key member of the team, you will be responsible for executing on internal control discipline and operational excellence within a Line of Business (LOB) supporting the Retail, Preferred and SB Complaints Program. Key responsibilities include executing quality assurance and controls processes to drive adherence to enterprise-wide standards. Job expectations include supporting the implementation of quality assurance and quality control processes within the LOB through ongoing monitoring and testing of controls, identifying issues and control improvements for remediation, and building out action plans and milestones.
Responsibilities:
- Assists in the execution of internal control discipline and operational excellence within the Consumer Bank.
- Performs monitoring and testing of controls, identifying issues and control improvements for remediation.
- Implements use of optimized controls and enhanced Quality Assurance (QA) practices to support businesses in adherence to the Enterprise Complaints Standard.
- Ensures timely execution of QA activities including control execution, case management, and results reporting.
- Ensures accuracy of data and that relevant information is captured for inspection metrics to support governance for dashboard reporting.
Required Skills:
- Proven experience and in-depth knowledge of Enterprise Complaint requirements, Consumer's change tools and processes – Universal Change Risk assessment (UCRA), Capacity Sequencing (CAST).
- Project management experience, including control, stakeholder, strategy planning and communication management.
- Business control environment expertise/experience.
- Ability to collaborate with and influence various leaders across the change process, including senior executives and strategic partners.
- Must be able to adapt to a fast paced/changing environment; flexible to balance multiple needs and competing priorities.
- Outstanding verbal and written communication skills; ability to simplify and summarize complex topics. Executive presence.
- Self-motivated and strong ability to work autonomously; Ability to grasp new concepts in short time frames.
- Challenges end-to-end process efficiency and effectiveness, engage in data driven decision-making and removes obstacles to optimize operations.
- Inspects and challenges risk controls, governance to ensure the timely identification, escalation, debate and remediation of risk across the change environment.
- Demonstrated ability to build partnerships and work with multiple partners.
Desired Skills:
- Strong working knowledge of Word, Excel, PowerPoint, and SharePoint.
- Ability to analyze data and trends to support performance enablement.
- Effective organizational and time management skills.
Shift: 1st shift (United States of America)
Hours Per Week: 40
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