Service Delivery Consultant - Skill Assessment

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 is core to how we drive Responsible Growth. This includes our commitment to being an inclusive workplace, attracting and developing exceptional talent, supporting our teammates’ physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve.

Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations.

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 Service Delivery Consultant will join the Skills Assessment Team and execute the skills assessment process for identified populations, including skill mapping, data analysis, review and challenge, and remediation support. The role partners closely with team members and stakeholders to deliver accurate, timely, and well‑documented outputs, identify risks and improvement opportunities, and contribute to process efficiencies. The ideal candidate brings hands‑on experience in data analysis and program execution, demonstrates strong attention to detail and accountability, and is comfortable operating in a fast‑paced, deadline‑driven environment.

Responsibilities:

• 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
• Partners with Service Delivery Managers to support Line of Business and Global Talent stakeholders and drive implementation of skills assessments.
• Provides data preparation, analysis, and validation support for aligned functions across all phases of the skills assessment process.
• Adheres to data governance, privacy, and information security standards across all deliverables, including during data analysis and QA/QC activities.
• Engages in horizontal efforts across the Skills Assessment team to support program execution, including adoption and ongoing optimization of Skills Assessment tools and emerging technologies.
• Maintains accurate and timely process documentation (SOPs, workflows, control descriptions) for all assigned activities, ensuring processes are clearly documented and communicated to meet program expectations.
• Maintains organized project artifacts (plans, trackers, files, logs), flags timeline risks early, and collaborates with Service Delivery Managers on mitigation plans.
• Participates in self‑identification of issues, root cause analysis, and remediation planning related to skills assessment processes.
• Identifies opportunities to reduce manual effort through automation, standardization, or improved workflows, and supports implementation of approved improvements to enhance accuracy, speed, or stakeholder experience.
• Demonstrates responsiveness, professionalism, and a sense of urgency in all stakeholder interactions.

Required Qualifications:

• Minimum of 4 years’ experience in any of the following: Product or Program Development/ Management, Data Analysis, Talent management, Organization Development, Change Management, HR Generalist, OR relevant experience supporting large projects, programs or processes.
• Demonstrated strength in data analysis and critical thinking, with the ability to identify patterns, trends, and actionable insights within data sets.
• Solid intermediate Excel capabilities, including hands-on experience with nested formulas, pivot tables, and Power Query to support analysis and reporting.
• Proven ability to translate business and functional requirements into clear, high‑value analytical outputs and stakeholder‑ready reports.
• Experience leading components of programs or projects, delivering high‑quality outputs on time in a fast‑paced environment.
• Consistent attention to detail, ensuring accuracy and quality across all deliverables.
• Ability to work independently in ambiguous environments, adapting quickly to changing priorities while maintaining focus on outcomes.
• Strong judgment and well‑developed written and verbal communication skills, with the ability to clearly convey data‑driven insights.
• Effective relationship management skills, including the ability to consult, advise, and influence stakeholders within a matrixed organization.
• Demonstrated success building and leveraging productive working relationships with peers, partners, and clients.
• Strong bias for action, taking ownership and driving tasks through to completion with minimal oversight.

Skills:

• Analytical Thinking
• Critical Thinking
• Decision Making
• Payroll Management
• Process Management
• Business Operations Management
• Influence
• Problem Solving
• Quality Assurance
• Strategic Thinking
• Data Governance
• Data and Trend Analysis
• Policies, Procedures, and Guidelines Management
• Project Management
• Stakeholder Management

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Pay Transparency details

US - MA - Boston - 100 Federal St - 100 Federal St Lp (MA5100), US - NJ - Pennington - 1500 American Blvd - Hopewell Bldg 5 (NJ2150)

Pay and benefits information

Pay range

$77,000.00 - $110,000.00 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.