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.

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.

Line of Business Job Description:

The Social Media & Home Loans Client Services and Client Services and Credit Assistance Client Experience Operations team helps to deliver a strategy that drives performance success through detailed reporting, analytics and engagement support. The Operations Project Consultant will be responsible for:

• Creation and management for VOICES reporting.

• Detailed analysis of our line of business opportunities in order to stay in front of trends and drive solutions.

• Providing consulting expertise to our leaders to ensure they are focused on the right data in order to make the most effective performance decisions.

Responsibilities:

• Analyzes current state data, 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 Qualifications:

• 3+ years overall Contact Center Experience.

• Proficiency and expertise in the Voices platform, including system support and analysis

• Expertise in reporting, including SQL and Tableau experience

• MS Office Proficiency (Excel, Power Point, Word, PowerPoint), including ability to leverage PowerPoint for presentations.

• Demonstrated ability to make decisions, adapt to change and recommend creative solutions.

• Ability to lead, prioritize and manage multiple assigned tasks meeting targeted deadlines.

• Ability to communicate across and up the organization.

• Must be able to work independently as well as partner with teammates and is not afraid to make a decision and act on it.

• Highly motivated, flexible and ability to work in fast paced environment

• Strong analytical skills in solving issues; ability to think outside the box

Skills:

• Active Listening

• Attention to Detail

• Collaboration

• Critical Thinking

• Written Communications

• Decision Making

• Influence

• Oral Communications

• Prioritization

• Problem Solving

• Adaptability

• Customer and Client Focus

• Data Management

• Emotional Intelligence

• Risk Management

Shift:

1st shift (United States of America)

Hours Per Week:

40

Pay Transparency details

US - NV - Las Vegas - 1351 N Town Center Dr (NV1507)

Pay and benefits information

Pay range

$62,800.00 - $101,700.00 annualized salary, offers to be determined based on experience, education and skill set.

Discretionary incentive eligible

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.

Benefits

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.