Service Delivery Consultant – Global Human Resources U.S. Employee Escalations

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.

Service Delivery Consultant is responsible for supporting the GHR employee escalations process.

The Service Delivery Consultant must be a self-starter with an excellent track record of success in his/her current environment. The Service Delivery Consultant must also be a strong, decisive, results-oriented professional who can succeed in a case management production type environment.  

The Service Delivery Consultant will be responsible for managing intake and triage of pay, benefits and leave of absence escalations; as well as managing their own escalation cases.

Managing intake and triage of incoming escalations requires working with employees, managers and or benefit participants, including employees on a leave of absence, to understand their issues or concerns; determine if the escalation should remain with the GHR Escalations team or referred to the appropriate area for support.  The role creates an escalation case and assign the case to a GHR Escalations consultant team mate. 

This role will also assign some research and work item requests such as Time keeping research scenarios and specific employment letter requests to themselves for management and support.  Once research and request is complete, the Service Delivery Consultant communicates the resolution with the employee, manager, or benefit participant.

Responsibilities:

• Manage various intake channels (including the GHR Service Center; email; and phone calls) where escalations may be received
• Triage inquiries to understand if the need belongs with the GHR escalations team or should be referred to the appropriate area for support
• Open Salesforce cases and assign GHR escalation consultants to cases based on rotation, availability and expertise, where applicable
• Management of certain research requests such as Time Keeping reviews as well as employment letter requests
• Coordinate and collaborate with Design/Delivery/Legal partners regarding certain research and work item requests
• Familiarity with Bank of America benefits, pay and time keeping processes and policies
• Partner with GHR Managers, Consultants and Generalists as well as Life Event Services and Employee Relations
• Partner with external vendors and internal partners (including Technology and Legal) to understand if processes and services have been managed accurately or opportunities identified
• Identify process and or plan/program policy improvement opportunities and share with GHR Employee escalation lead
• Ensure adherence to regulatory requirements as well as data governance and records management policies
• 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:

• 2+ years of Human Resources experience; some familiarity with Bank of America payroll, benefits and core HR processes and key HR tools.
• Must have excellent verbal and written communication skills.
• Strong attention to detail; exercise strong quality control over own work; managing multiple cases at the same time with the ability to recognize priority cases requiring more urgent attention.
• Demonstrates flexibility and thrives in a fast-paced, action-oriented environment, with ability to manage multiple deliverables and recognize competing priorities.
• Demonstrates a sense of commitment to work and willingly assumes responsibility for accomplishing objectives; is dependable, and conscientiously follows through on commitments.
• Ability to handle confidential and proprietary information with discretion, and balance risk and reward with a strong focus on compliance and policy.
• Awareness of the regulatory environment.
• Ability to navigate multiple systems or tools simultaneously while accurately documenting conversations.
• Microsoft Word & PowerPoint experience.

 

Desired qualifications:

• Familiarity with Workday or similar payroll platform experience
• Intermediate skills in Excel, i.e., familiar with complex pivot tables, formulas (‘if’statements), data filtering and lookups

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

Internal employees who are currently working from home are still eligible to apply. However, if selected for the role, you may be required to work onsite in accordance with the workplace excellence policy

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Pay Transparency details

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.