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!

This job is responsible for resolving day-to-day complex problems, researching, and executing on complex transactions for multiple sites or larger business unit(s). Key responsibilities include leading the design, development, and implementation of products, systems, processes, and services using discretion within the project management methodologies, with a focus on continuous improvement.

Contribute to the design, development, and implementation of reporting solutions, tools, and supporting internal team processes. Serve as a liaison between business partners, operations, and team developers to ensure data and reporting solutions align with business needs. Engage frequently with clients, peers, and managers to gather requirements, review outputs, and ensure successful outcomes. Participate in client and stakeholder meetings to understand needs and contribute specialized operational or reporting knowledge. Lead smaller reporting or process improvement projects, or manage defined components of larger initiatives. Apply strong process discipline to ensure reporting and operational work is scalable, repeatable, and well‑documented. Use tools and established processes to document operational workflows end‑to‑end where appropriate. Manage multiple priorities simultaneously while maintaining accuracy, quality, and timeliness. Demonstrate initiative by identifying process gaps, reporting inefficiencies, or improvement opportunities and driving solutions forward. Act as a recognized subject matter expert in assigned business processes, reporting content, or operational workflows.

Responsibilities:

• Leads the design, development, and implementation of complex products, systems, and services in an operations environment using subject matter expertise

• Manages projects and direct activities of a team related to special initiatives

• Advises as a technical expert in assigned area by providing work direction, guidance, and training to employees and business partners on new complex initiatives

• Builds relationships with business partners across various Lines of Business

• Manages and defines responsibilities and accountabilities for key program and projects

Required Qualifications

• 3+ years processes design, development, reporting, and/or project management

• Experience working with technology and data teams

• A desire to work with critical LOB processes – including performance metrics, control functions, and service requests - and data spanning multiple technologies and business purposes

• Financial Services and/or Contact Center business acumen; exposure to Consumer Client Services

• Strong understanding of business operations, processes, and how reporting impacts decision‑making

• Proven ability to own and execute processes in an operations environment with limited oversight

• Demonstrated project management or coordination skills, including planning work, tracking progress, and delivering defined outcomes

• Strong interpersonal skills required to interact with a broad range of stakeholders, partners, and personalities

• Working knowledge of data gathering tools and business intelligence/reporting platforms (Tableau)

• Ability to think critically about data, processes, and workflows, even if not a deep technical specialist

• Strong communication skills, with the ability to explain data, processes, and findings clearly to technical and non‑technical audiences

• Comfortable functioning as a content or process expert and being relied upon by peers for guidance

• Exhibits leadership qualities through influence, accountability, initiative, and collaboration rather than formal people management

• Adaptable and effective in environments with changing priorities and competing demands

• Engages and invests in a positive culture of reward and recognition

Desired Skills:

• Client service experience

• Experience with KPI, Scorecard Governance

• Experience with SPI

Skills:

• Critical Thinking

• Customer and Client Focus

• Decision Making

• Problem Solving

• Risk Management

• Adaptability

• Attention to Detail

• Collaboration

• Issue Management

• Analytical Thinking

• Oral Communications

• Presentation Skills

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 - NV - Las Vegas - 6900 Westcliff Dr - BANK OF AMERICA WEST BC (NV1149), US - NY - Utica - 5701 Horatio St - 5701 Horatio Arterial (NY7501)Pay and benefits informationPay range$71,000.00 - $106,400.00 annualized salary, offers to be determined based on experience, education and skill set.Discretionary incentive eligibleThis 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.BenefitsThis 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.