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 handling medium to large projects for a Line of Business that may be regional or national in scope. Key responsibilities include recommending policy and procedural changes and developing measurement criteria and project plans such as cost and resource estimates. Job expectations include working with senior management to evaluate current methods and develop strategies to implement change and improvements brought about by the project.

This role will be leading and managing Home Loans Servicing initiatives that have impact to LOB products or systems, Contact Center processes and/or functions with some cross-functional or inter-departmental implications. Serves as primary contact within the Home Loans servicing organization to manage projects critical for change initiatives and act as liaison between business controls, legal, risk, and compliance.  Prepare documentation for tracking, monitoring and escalation of initiatives or risk related issues to management.  Gather and organize data in order to monitor and test the effectiveness of proficiency of key initiatives and status of mitigation and action plans. Effectively communicates with managers, peers, and business partners on deliverables, timelines, and support needed.

Responsibilities:

• Analyzes current state processes, existing operations, procedures, and workflows and discovers pain points to develop approaches for potential solutions, including building a business case for improvement recommendations and driving the execution of implementation
• Coordinates with the business to support defined project tasks, tracking deliverables and their statuses, and measuring progress against ongoing success measures
• Supports partnerships with operations management to create project impact and provide direction and guidance to internal teams
• Establishes and maintains relationships with relevant client stakeholders to communicate updates and escalate issues
• Performs risk management activities to minimize project risks
• Assists with creating and maintaining comprehensive project documentation
• Leverages business knowledge to identify opportunities for improvement and supports change execution

LOB Responsibilities:

• Ability to communicate/articulate issues clearly and concisely
• Coordination and organization skills, run meetings, ability to multi-task, and work in a fast-paced high volume area
• Provides analytical support in executing internal control discipline and operational excellence with our Line of Business.
• Demonstrate accuracy and completeness in all tasks and follow-up, as appropriate
• Self-motivated and demonstrates a willingness to accept additional responsibilities and projects
• Advanced skills in WebEx, Microsoft Excel, Word and PowerPoint

Required Qualifications:

• Working knowledge of contact centers or operations environments
• Advanced Skills in MS Office Applications
• Experience with leading and owning projects, project management or process improvement; ability to manage multiple projects
• Demonstrated strong written and verbal communication skills and the ability to communicate complex written information in a clear and concise manner
• Experience building relationships with partners to understand business and communication needs
• Strong time management skills
• Strategic thinking with proven track record for execution in a fast paced environment
• Ability to remain flexible and adjust to evolving business needs
• Independent self-starter, highly organized, with a proactive approach to the role
• Strong analytical and problem-solving abilities, with quick adaptation to strategic thinking methodologies, and systems
• Ability to work in a fast-paced environment and drive quality results
• Work in a team/group environment; demonstrate a willingness/desire to share experiences or ideas with others
• Collaborates across teams, including operations leaders

Desired Qualifications:

• Understanding of Home Loans business and contact center operations
• Project management certification
• Agile, Six Sigma skills, Green Belt or Black Belt experience
• B.A. or B.S. in a relevant field or equivalent experience

Skills:

• Active Listening
• Attention to Detail
• Collaboration
• Critical Thinking
• Written Communications
• Decision Making
• Influence
• Oral Communications
• Prioritization
• Problem Solving
• Adaptability
• Customer and Client Focus
• Data Management
• Emotional Intelligence
• Risk 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:

Hours Per Week: