Hybrid Process Design Consultant I – Client Services Complaints

at Bank of America

• Job title: Process Design Consultant I – Client Services Complaints
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: $71,000 - $104,000 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Hunt Valley, United States

About the role

• Process Design Consultant at Bank of America analyzing processes and implementing process improvement initiatives. Collaborating with business leaders and subject matter experts to drive operational excellence across Client Services.

Responsibilities

• Implements low to moderately complex solutions to address issues and risks, optimize efficiency, reduce variability, and improve controls, quality, and sustainability.
• Works directly with Line of Business partners to gather information needed to identify and implement solutions that resolve critical business challenges and opportunities.
• Establishes a model for continuous process improvement by applying process engineering best practices and delivering reusable technology solutions.
• Leverages analytics and critical thinking to solve complex business problems and translate issues into structured design oriented solutions with clearly defined business case benefits.
• Supports the development of enterprise change management deliverables for material projects including project charters, Suppliers, Inputs, Outputs, and Customers (SIPOC), Responsible, Accountable, Consulted, and Informed (RACI) process maps, risk assessments, control plans, and related artifacts.
• Partners with the Portfolio Manager and Business Control Manager to plan, execute, and document monthly thematic analysis activities.
• Participates in process analysis meetings, capturing detailed and accurate documentation to support reporting, insights, and decision‑making.
• Conducts in‑depth reviews of complaint data to identify client pain points and assess process effectiveness, compliance, and operational efficiency.
• Develops targeted and insightful evaluation questions to assess process robustness, consistency, and control adherence.
• Analyzes process testing and validation results to identify trends, root causes, and improvement opportunities.
• Supports the creation of executive‑ready PowerPoint presentations summarizing key findings, themes, risks, and strategic recommendations.
• Challenges the status quo by critically evaluating end‑to‑end process design and proposing innovative, sustainable solutions.
• Leverages SharePoint, Excel, and PowerPoint to organize data, perform analysis, and deliver impactful outputs.

Requirements

• 2+ years of leadership experience within Retail Banking.
• Strong relationship-management skills, including the ability to build consensus, gain buy-in, and resolve issues across complex stakeholder groups.
• Demonstrated ability to effectively collaborate across multiple organizations and management levels.
• Proven capability to influence key stakeholders and senior leaders.
• Excellent written and verbal communication skills, with the ability to clearly convey complex information.
• Strong organizational skills with the ability to prioritize across multiple initiatives and meet deadlines.
• Ability to thrive in a fast-paced, highly regulated environment while balancing competing priorities.

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.