Operations Consultant

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:

The Operations Consultant role is responsible for supporting the Sr. Operations Consultant (SOC).  This role is critical to the delivery of a high touch service model and efficient operational unit.  He / She helps make key decisions related to forecasting, scheduling & event planning. The Operations Consultant will form strategic relationships with business partners to maximize resources required to achieve service level goals while balancing the needs of associates and support key business initiatives to improve the overall client experience. He / She will assist with creating optimal daily and weekly schedules for given forecast periods.

Success in this role will be directly tied business performance on a quarterly basis dependent on key metrics within the organization - Client Satisfaction, Service Level Attainment, and Associate Productivity.

Required Skills / Qualifications:

• 2+ years of direct contact center experience and working knowledge of WFM tools and methods (NICE IEX, OBI, Etc.), required.
• 1+ years prior WFM experience required (2-3 years highly preferred).
• Strong business, operational, and procedural knowledge of a call center required.
• Analytical and Quantitative skills preferred.
• General knowledge of dynamic call routing models and how they affect headcount requirements required.
• Prior experience and a fundamental understanding of call center forecasting, agent scheduling & event planning within a contact center highly preferred.
• BS/BA Degree and/or equivalent combination of education and experience required.
• General knowledge of Consumer Investments systems, processes, clients, and platform preferred.
• Ability to adjust rapidly to changing demands and priorities.
• Presentation, communication, and written skills; clearly conveys concepts and information.
• Strong organizational skills and attention to detail is critical in this role.
• Strong time management and prioritization skills.
• Ability to work effectively under pressure and time constraints.

This job is responsible for the day-to-day resolution of complex problems and the research and execution of complex transactions for a single site/business unit or smaller business unit(s). Key responsibilities include strategically advising upon the design, development, and implementation of products, systems, and services using discretion within the project management methodologies.

Responsibilities:

• Advises on the design, development, and implementation of complex products, systems, and services in an operations environment using discretionary judgment
• Advises on projects and directs activities of a team related to special initiatives
• Advises as a technical expert in assigned area, providing an understanding of the business unit's operations processes and implications on other groups within the operations function
• Consults on present-state, develops alternative future-state approaches, and facilitates implementations by creating a clear and coherent approach to guide effective program/initiative setup, execution, and control
• Identifies and recommends responsibilities and accountabilities for key programs/projects

Managerial Responsibilities:
This position may also have responsibilities for managing associates. At Bank of America, all managers at this level demonstrate the following responsibilities, in addition to those specific to the role, listed above.

• Opportunity & Inclusion Champion: Creates an inclusive team where members are treated fairly and respectfully.
• Manager of Process & Data: Demonstrates and expects process knowledge, data driven decisions, simplicity and continuous improvement.
• Enterprise Advocate & Communicator: Delivers clear and concise messages that motivate, convey the “why” and connects contributions to business results.
• Risk Manager: Leads and encourages the identification, escalation and resolution of potential risks.
• People Manager & Coach: Knows and develops team members through coaching and feedback.
• Financial Steward: Manages expenses and demonstrates an owner’s mindset.
• Enterprise Talent Leader: Recruits, on-boards and develops talent, and supports talent mobility for career growth.
• Driver of Business Outcomes: Delivers results through effective team management, structure, and routines.

Skills:

• Customer and Client Focus
• Problem Solving
• Risk Management
• Adaptability
• Attention to Detail
• Collaboration
• Critical Thinking
• Issue Management
• Analytical Thinking
• Decision Making
• Oral Communications
• Presentation Skills

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Pay Transparency details

US - MD - Bel Air - 307 S Tollgate Rd - TOLLGATE ROAD OFFICE (MD4642), US - NJ - Pennington - 1400 American Blvd - Hopewell Bldg 4 (NJ2140), US - RI - Riverside - 3400 Pawtucket Ave - East Providence Call Center (RI1530)

Pay and benefits information

Pay range

$68,400.00 - $95,500.00 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.