Senior Operations Project Consultant - SB & Vehicle Servicing

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!

Job Description:
This job is responsible for consulting on large, complex 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 changes 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 execute on defined project tasks, tracking deliverables and their statuses, and measuring progress against ongoing success measures

• Drives 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

• Creates and maintains comprehensive project documentation

• Leverages business knowledge to identify opportunities for improvement and supports change execution

Required Qualifications

• 4+ years of experience in data and analytics with strong strategic, analytical, and data driven problem solving skills.

• Proven ability to analyze data, identify trends and root causes, and translate insights into operational improvements.

• Expertise in business analytics techniques including trend identification, pattern recognition, and foundational data analysis.

• Strong problem solving and process simplification skills with the ability to select and apply appropriate data solutions.

• High proficiency with Microsoft Teams, SharePoint, Microsoft Office (OneNote, PowerPoint), advanced Excel, and Tableau.

• Excellent organizational and time management skills with the ability to manage multiple priorities and projects.

• Strong written, verbal, and presentation communication skills with the ability to engage audiences at all levels, including executives.

• Ability to communicate effectively with stakeholders and escalate risks appropriately.

• Demonstrated adaptability, relationship building skills, intellectual curiosity, and a positive, continuous improvement mindset.

• Proven ability to work independently as a self-starter while thriving in a collaborative team environment.

Desired Qualifications

• Call center or high volume operations experience

• Knowledge of business operations, customer experience metrics, or workforce management analytics.

• Background in change management or process improvement

• Experience developing goals, KPIs, or performance metrics.

Skills:

• Attention to Detail

• Change Management

• Oral Communications

• Process Management

• Risk Management

• Collaboration

• Customer and Client Focus

• Decision Making

• Problem Solving

• Result Orientation

• Business Analytics

• Process Design

• Process Simplification

• Recording/Organizing Information

• Written Communications

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

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Pay Transparency details

US - MD - Hunt Valley - 11333 MCCORMICK RD - HUNT VALLEY II (MD5032), US - NV - Las Vegas - 1351 N Town Center Dr (NV1507), US - NY - Utica - 5701 Horatio St - 5701 Horatio Arterial (NY7501), US - VA - Richmond - 8011 VILLA PARK DR - VILLA PARK OPS CENTER BLDG B (VA2125)

Pay and benefits information

Pay range

$113,600.00 - $140,600.00 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.