Operations Project Consultant - Global Operations

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. We use a multi-faceted approach for flexibility, depending on the various roles in our organization.

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!

Line of Business Job Description:

Bank of America is committed to ensuring fair and consistent treatment for Consumer and Small Business remediation efforts. To drive enterprise wide consistency & accuracy, the Remediation team provides ‘in house’ remediation for impacts to Bank of America (the Bank)’s customers. Remediation consists of dedicated resources with expertise to manage the end-to-end execution of ongoing and one-time remediation efforts.

The Remediation Team performs customer remediation for the following products:

• U.S. Consumer Card
• Consumer Finance (Gold Option/Gold Reserve)
• U.S. Consumer Checking
• U.S. Consumer Savings
• U.S. Small Business Checking
• U.S. Small Business Savings
• U.S Small business Card

As part of a growing team, this role will be involved in different aspects of the Remediation process which could include project lead work and/or operations work. The Operation Project consultant is responsible for leading remediation projects by working with the Front Line Unit (FLU) to determine the project requirements and executing on project timelines. Operation Project Consultant is also responsible for the following functions: account refund adjustments and maintenance, mail file prep and processing, reporting, data entry, quality and operation functions.

• Includes overseeing the end-to-end process for Remediation efforts (defects or audit issues) including the management, implementation, and documentation or work.
• Ensuring requirements and planned adjustments are clearly documented and approved by business partners requesting the remediation.
• Maintaining systems of record with key project updates and final adjustments.

Job Description:

This job is responsible for handling medium to large 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 change and improvements brought about by the project.

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 support defined project tasks, tracking deliverables and their statuses, and measuring progress against ongoing success measures
• Supports 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
• Assists with creating and maintaining comprehensive project documentation
• Leverages business knowledge to identify opportunities for improvement and supports change execution

Required Skills: (Must have these skills to be minimally qualified)

• 5+ years of project management and/or related experience.
• Product and Product SOR - Prior knowledge and experience with Consumer (card/deposit) and Small Business products including types of fees, payment applications, interest calculation, rewards, statements.
• Ability to navigate in customer system of record (TSYS, Impact/BOSS, Rewards Superstation) to confirm, research and validation transactions.
• Business Process/Acumen - Basic understanding of the businesses they support and the front-to-back impact of their processes. Extensive knowledge of single product line.
• Quality - Responsible for data quality accuracy in all project documentation.
• Organizational skills with attention to detail - Is deadline and detail oriented, demonstrates strong organization of content and records. Ability to multitask while managing multiple files.
• Communication & active listening skills - Meeting facilitation skills to host and document meeting outcomes with business partners, teammates (leads, analysts, operations), and management, including ability to present to executive level leadership. Document meeting minutes and send to stakeholders ensuring all documentation meets quality standards.
• Ops Excellence – Drives Operational Excellence by seeking solutions for project completion while managing to target dates. Seeks to improve Remediation project management processes and tools.
• Risk Management – Acts as an ambassador for the risk culture adhering to risk control expectations.
• Innovative – Identifies opportunities to improve processes and shares ideas with manager and team. Participates in development and implementation of new initiatives.
• Ability to work in a fast paced and challenging environment.

Desired Skills:

• Technical Skills – Experience with Microsoft tools including Outlook, Excel, Word, Visual Basic. Strong Excel skills to enable analysis of data, including V-lookups and Pivot Tables.
• Demonstrate ability to copy data to existing Macros and execute adjustments.
• Regulations – Knowledge of regulations impacting customer remediation (i.e. Reg Z, Reg B, Reg CC, Reg E, UDAAP).
• Remediation Processes - Basic knowledge of Remediation processes and tools including Matrix, Requirements, Calendar planning methods and systems of record.
• Proven history of applying creativity & logic to solve problems.