Process Design Consultant - Client Protection

Job Description:

Enterprise 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. 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!

Job Description
This job is responsible for analyzing processes, documenting business case opportunities, and implementing process improvement/transformation initiatives in support of Operational Excellence objectives. Key responsibilities include executing on change initiatives which may result in breakthrough cost efficiencies, quality, productivity, and risk mitigation. Job expectations include working with business leaders and subject matter experts, ensuring collaboration and transparency across integrated business and technology teams, and driving execution of solutions within the budget and timeline.

Accountable for the development, improvement and execution of processes in support of Performance Plan objectives within or across lines of business. Focus is on long-term strategic goals. Ensures full integration of all process and linkage to best practices. Accountable for the achievement of breakthrough productivity, customer satisfaction and continuous process improvements. Works closely with the business executive or deployment champions and MBB. May be Green Belt or Black Belt certified. May be responsible for managing, training and developing associates on the team.

The Client Protection organization is looking for a strong Process Design Consultant who will drive the strategy for new and existing programs that will drive performance in one of the following: Knowledge Assessment, Coaching Plans, or Operations Management Process (OMP). The ideal candidate will demonstrate a strong process mindset, be very organized and efficient and be a creative problem solver.

Responsibilities

In this role you will:

• Oversight support on key processes of the Quality Testing program
• Lead/assist with key Testing initiatives for optimization, policy compliance and issue support
• Be accountable for the strategy, development, improvement and execution of a program that will drive performance excellence for employees and managers across all lines of business in Client Protection
• Ensure full integration of Testing programs across all LOBs in client protection
• Work closely with business executives, site leaders, team managers and line of business champions across multiple organizations to meet needs
• Drive operational excellence and collaboration: Examine information/data to determine essential features, controls and content. Gather relevant information and draw logical conclusions to make decisions. Thoroughly analyze situations before generating solutions.
• Provide program oversight: ensure processes are fully documented, mapped including roles, responsibilities and SLAs and that we deliver flawlessly each month
• Deliver continuous improvements and simplification across Client Protection; identify and execute process improvements that enables team and program users to operate more efficiently
• Lead program adoption: oversee operational readiness and adoption activities, including walkthroughs of new/modified processes;
• Ensure consistency: Follow and understand business processes to ensure overall stability and similar work flows across lines of business.
• Partner with line of business executives, site leaders, and LOB program execution leads to understand variability, drive performance of key manager / associate scorecard metrics, address outliers, and achieve program success metrics
• Partner with LOB and The Academy as needed for continuing education, training, and readiness as needed to drive performance
• Implements moderately complex solutions to address issues and risks, optimize efficiency, reduce variability, and improve controls, quality, and sustainability
• Works directly with Line of Business partners to gather information needed to identify and implement solutions that resolve critical business challenges and opportunities
• Establishes and implements a model for continuous process improvement by applying process engineering best practices and delivering reusable technology solutions
• Leverages analytics and critical thinking to solve complex business problems and translate issues into structured design oriented solutions with clearly defined business case benefits
• Leads the development of enterprise change management deliverables for material projects including project charters, Suppliers, Inputs, Outputs, and Customers (SIPOC), Responsible, Accountable, Consulted, and Informed (RACI) process maps, risk assessments, control plans, and related artifacts

Required Qualifications

• Strong ownership skills to understand need and act quickly
• Must be flexible and drive change at all levels in the organization
• Ability to prioritize and juggle multi priorities to meet specific performance goals
• Excellent written and oral communication skills
• Experience presenting or interacting with multiple levels of leadership
• Strong analytical skills and experience with data management, reporting
• Excellent attention to detail, self-motivated, and able to work with a high degree of independence
• -Proven experience in program management, process design, and/or leading or supporting a team(s) or line of business
• Ability to turn complex ideas into structured, and actionable solutions
• Demonstrated problem solving, strong follow-up skills and ability to escalate and gain resolution as needed with a sense of urgency
• Ability to assume significant responsibilities and flexibility to manage changing deadlines and priorities
• Leadership skills and proven experience leading projects or programs with multiple stakeholders
• Proficiency in day-to-day risk identification and mitigation, and ability to communicate and reinforce the bank's risk culture
• Strong interpersonal skills, including the ability to easily engage others in dialogue, influence without direct authority/control, convey sincere interest in building / deepening relationships, and building support of partners
• Strong written, oral and active listening communication skills, including ability to influence partners and drive consensus
• Proficiency in standard Microsoft Office (Word, Power Point, Excel)

Desired Qualifications

• Bachelor's degree or equivalent work experience
• Strong understanding the Client Protection operating model including support functions and/or performance excellence programs in other LOBs in Retail or Preferred Banking
• Quality Testing experience

Skills

• Change Management
• Continuous Improvement
• Process Design
• Process Simplification
• Reporting
• Business Process Analysis
• Critical Thinking
• Process Performance Measurement
• Program Management
• Strategic Thinking
• Conflict Management
• Decision Making
• Process Effectiveness
• Scenario Planning and Analysis

Shift:
1st shift (United States of America)

Hours Per Week:
40