Job Description

Job Title: EMEA Service Delivery & Communications Consultant

Corporate Up to Vice President

Location: Chester

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 a diverse and 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.

At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

Location Information:

Chester

Find us in the city of Chester, a destination renowned for its culture, history, and beauty. Working at Bank of America Chester offers a far-reaching global career for a world-renowned organisation, whilst being ideally situated against the backdrop of the rolling North Wales hills and the banks of the serene River Dee.

The Service Delivery & Reporting Consultant is a cross-functional role responsible for ensuring high-quality service operations, driving performance through data insights, and fostering transparent communication across teams and stakeholders. This role is pivotal in enhancing client experience, operational efficiency, and team collaboration.

Responsibilities:

• Act as the primary liaison and subject matter expert (SME) for supported lines of business (LOBs), managing escalations and ensuring timely resolution of issues.
• Generate country specific reports on issue drivers, preventables, trends and deliver actions plans to address incident and escalation trends.
• Track and analyse performance metrics such as incident volumes digital adoption, service delivery and client experience scores.
• Maintain and update escalation trackers and monthly summary reports.
• Lead monthly and quarterly connects with key partners and support teams.
• Prepare and deliver performance briefings, business reviews, and internal communications.
• Collaborate with digital awareness partners to share feedback and promote self-serve capabilities.
• Identify opportunities for skill development via academy, peer mentoring, and training platforms or Academy opportunities.
• Support adoption of digital-first support models and new technologies (Digital First including E4E and largescale deployments including M365 rollout).
• Assist and support of escalation support needs including our executive population.

What we are looking for:

• Strong analytical skills with experience in service desk operations and reporting tools.
• Excellent communication and stakeholder engagement abilities.
• Familiarity with digital support platforms (e.g., Amelia, CAST, Remedy).
• Commitment to continuous learning and inclusive team collaboration.

Skills that will help:

• Experience in working in a large tech/finance org

Bank of America:

Benefits:

• At Bank of America, we strive to prioritise employees’ health and wellbeing – it’s what makes us a Great Place to Work.
• Private healthcare for you and your family plus an annual health screen to help you manage your physical wellness with the option to purchase a screen for your partner
• Competitive pension plan, life assurance and group income protection cover if you become unable to work as a result of a disability or health reasons
• We offer 26-weeks paid maternity leave, 16-weeks paid paternity leave and inclusive family leave arrangements for working parents and carers including 20 days of back-up childcare including access to school holiday clubs and 20 days of back-up adult care per annum
• The ability to change your core benefits as well as the option of selecting a variety of flexible benefits to suit your personal circumstances including access to a wellbeing account, travel insurance, critical illness, cycle to work etc.
• Use of a flex fund to use towards benefits
• Access to an emotional wellbeing helpline, and virtual GP services
• Access to the Peppy App which provides 1:1 support, consultations and resources relating to men’s health, women’s health, fertility, menopause and pregnancy & parenthood
• Access to a range of gyms, exercise classes and wellbeing Apps through Wellhub, including Headspace and Calm
• Ability to donate to charities of your choice directly through payroll and the bank will match your contribution
• Opportunity to give back to your community, develop new skills and work with new groups of people by volunteering in your local area

Good conduct and sound judgment is crucial to our long term success. It’s important that all employees in the organisation understand the expected standards of conduct and how we manage conduct risk. Individual accountability and an ownership mind-set are the cornerstones of our Code of Conduct and are at the heart of managing risk well.

“We are an equal opportunities employer and ensure that no applicant is subject to less favourable treatment on the grounds of sex, gender identity or gender reassignment, marital or civil partner status, race, religious or similar philosophical belief, political opinion, colour, nationality, ethnic or national origins, age, sexual orientation, pregnancy or maternity, socio-economic background, responsibility for dependants or physical or mental disability. The Bank selects candidates for interview based on their skills, qualifications and experience.”

We strive to ensure that our recruitment processes are accessible for all candidates and encourage any candidates to tell us about any adjustment requirements.