Customer Segment Consultant II

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. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day. Being a Great Place to Work and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates’ physical, emotional, and financial wellness through affordable, competitive and flexible benefits. We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve. Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs. At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

Enterprise Job Description:
Defines responsibilities and accountabilities for key project roles and oversees the execution of defined programs and/or project tasks through tracking of deliverables and their statuses, developing project plans, and measuring progress against ongoing key performance indicators.

• Leads the adoption and sustainment of change initiatives and assesses adoption risks
• Leads remediation requirements documentation efforts based on identified gaps and controls needed for sustained performance.
• Leads and plans programs and projects using appropriate tools and techniques, including Technology platforms used by client facing employees, change management tools, and risk and issue management tools to ensure efficient and effective project completion
• Develops, maintains, and reports on an overall integrated delivery plan, raising any risks, developing a mitigation plan, and escalating issues appropriately to respective stakeholders
• Navigates across various lines of business and partner organizations, including Technology, Legal, Compliance and Global Risk, leading them to negotiate decision making for efficient and effective resolution.
• Ensure compliance to all Enterprise Change Management policies and requirements.
• Ensure adherence to all internal change and project management processes/deliverables and maintain status in the enterprise change source system (PPR Tool).
• Effectively communicates with project managers, peers and business partners on project deliverables, timelines and needed support.
• Partners with LOB project stakeholders to develop transition plans, including ongoing success measures, to sustain the change.

Required Qualifications:

• 5+ years project management experience including process improvement/re-engineering, technology change efforts, end-to-end change management processes, and adoption & engagement activities.
• Experience with financial center governance and change management processes including CAST, UCRA
• Experience working on mid to large scale, complex bodies of work, implementations with multiple people/process and technology deployments, and data conversions as required.
• Ability to facilitate meetings, capture key outcomes/action items and own project/process documentation.
• Exceptional communication skills (verbal, written and presentation) and active listening skills.
• Proven experience with managing large, complex groups of stakeholders and ability to influence decisions to achieve desired results.
• Demonstrated ability to effectively manage risk while delivering desired business outcomes.

• Exceptional analytical skills with ability to comprehend, document, evaluate and recommend improvements to complex business processes, and talent to deal with ambiguity and changing circumstances.

• Ability to manage priorities without sacrificing project quality or timelines and superb decision-making skills
• Ability to manage a project or phases of a project in a fast-paced, matrixed environment with strong attention to detail and accuracy.
• Ability to build strong working relationships and interactions with Technology, Legal, Global Risk, Compliance, Change Management, and line of business partners.
• Demonstrated experience mobilizing resources to drive results.
• Ability to engage across multiple levels of the organization, prioritize work and with team members in a virtual environment
• Proficient in Microsoft Office products; Word, Excel, PowerPoint, Project, Visio, etc. as required and having a willingness to embrace new technology; Teams and Copilot

Desired Qualifications:

• Project management certification (e.g., PMI, Six Sigma, Agile) or equivalent experience.
• Deep knowledge of Bank of America Enterprise Change standards, policies, and tools.
• Process design experience.
• Financial Center or Contact Center leadership experience.

Skills:

• Controls Management
• Issue Management
• Problem Solving
• Testing
• Process Design
• Project Management
• Change Management

Minimum Education Requirement: High School Diploma / GED / Secondary School or equivalent

Shift:

1st shift (United States of America)

Hours Per Week: 

40