Service Delivery Consultant (GHR)

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 supporting the delivery and execution of Global Human Resources (GHR) products and programs, which may include Payroll, Benefits, Compensation, Learning and Development (LD), Retirement, Shared Services or Staffing. Key responsibilities include operational process execution, quality assurance, and ensuring proper controls are in place. Job expectations include understanding the programs/products, operational requirements, end-to-end processes, and oversight necessary to deliver HR programs.

This role is on the Integrated HR Solutions team within Global Human Resources supporting Core HR processes as well as to support evolving enterprise data control, data accuracy, auditing, and reporting needs.  Serve as primary point of contact for core HR processes and partner with stakeholders to deliver people, process or technology change as needed. Perform activities associated with processes and provide stakeholders with monthly, quarterly or annual metrics. The candidate must be able to work independently, have great attention to detail, and demonstrate ability to turn ideas into well-structured processes or technology enhancements. Other responsibilities require the ability to develop strong partnerships and relationships with business, technology and compliance/risk partners.

Responsibilities:

• Manage Core HR process(es), includes managing Process Owner Portal (POP) entries (process description, activities, controls, risks and ORCIT metrics) and partnering with appropriate HR partners.

• Maintain standard operating procedures, playbooks and training documentation. Role will also manage requests and escalations via service mailbox.

• Regular execution of data controls and audits to ensure data accuracy. Produce and maintain reports needed to support processes, audits and data requests for stakeholders.

• Collaborate closely with stakeholders and cross-functional teams to ensure processes are accurately defined and include activities or capture data required based on business need. Provide visibility into status, trends, risks/mitigation and key milestones to stakeholders.

• Partner with technology team to facilitate technology changes based on Agile methodology includes requirements gathering, JIRA story creation, design, UAT, regression testing and production validation. Ensure coordination on all change related deliverables.

• Supports the evaluation of existing processes, technologies, and routines to drive process improvements

• Supports the implementation of controls to mitigate and manage compliance and operational risk

• Supports a variety of routine to complex operational and strategic activities to ensure programs are executed accurately and effectively

• Partners with Human Resources (HR) program functions on an ongoing basis to ensure processes meet design requirements

• Supports initiatives and routines by identifying solutions that meet business needs and priorities

Required Qualifications:

• 5+ years of experience supporting business processes and operations (preferably HR related) while appropriately handling and safeguarding confidential information

• Proven experience managing multiple competing priorities simultaneously with compressed deadlines, strong prioritization and time management skills, self-directed and results oriented

• Highly organized, detail oriented, proactive work ethic to ensure coordination of legal and regulatory changes and accuracy of other Business Control and Governance deliverables

• Ability to proactively manage risks and issues and identify opportunities for improvement

• Proven ability to build partnerships, address issues with creative solutions and to deliver results

• Ability to synthesize information into a compelling story and present findings in a concise manner for senior level executives

• Process management experience developing and successfully implementing new processes and practices with a commitment to strive for simplicity and transparency, including familiarity with the Single Process Inventory, Process Owner Portal, and process deliverables

• Proficient in all Microsoft Office; intermediate skills in Excel, i.e. familiar with complex pivot tables, formulas (‘if’ statements), data filtering and lookups

• Desire to continuously improve experiences for our clients and employees

• Ability to multi-task in a high performing environment while focusing on attention to detail

• Excellent verbal communication skills to present status to senior leadership and excellent written communication skills to complete related documentation

Desired Qualifications:

• Experience with Agile Methodology, JIRA, MicroStrategy, Alteryx, Tableau and Workday

• In-depth knowledge of HR products and services and/or communications and training development is highly desirable

• Knowledge of internal and external regulatory environment

• Previous experience developing and implementing quality assurance measurements and controls; ability to analyze results and influence improvement opportunities

• Experience with Enterprise Procurement, Vendor Management, and Records Management requirements

Skills:

• Analytical Thinking

• Critical Thinking

• Decision Making

• Payroll Management

• Process Management

• Business Operations Management

• Influence

• Problem Solving

• Quality Assurance

• Strategic Thinking

• Business Process Analysis

• Data Governance

• Executive Presence

• External Resource Management

• Policies, Procedures, and Guidelines Management

Shift:

1st shift (United States of America)

Hours Per Week: 

40