Operations Consultant

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 the day-to-day resolution of complex problems and the research and execution of complex transactions for a single site/business unit or smaller business unit(s). Key responsibilities include strategically advising upon the design, development, and implementation of products, systems, and services using discretion within the project management methodologies.

Responsibilities:

• Advises on the design, development, and implementation of complex products, systems, and services in an operations environment using discretionary judgment
• Advises on projects and directs activities of a team related to special initiatives
• Advises as a technical expert in assigned area, providing an understanding of the business unit's operations processes and implications on other groups within the operations function
• Consults on present-state, develops alternative future-state approaches, and facilitates implementations by creating a clear and coherent approach to guide effective program/initiative setup, execution, and control
• Identifies and recommends responsibilities and accountabilities for key programs/projects

Managerial Responsibilities:
This position may also have responsibilities for managing associates. At Bank of America, all managers at this level demonstrate the following responsibilities, in addition to those specific to the role, listed above.

• Opportunity & Inclusion Champion: Creates an inclusive team where members are treated fairly and respectfully.
• Manager of Process & Data: Demonstrates and expects process knowledge, data driven decisions, simplicity and continuous improvement.
• Enterprise Advocate & Communicator: Delivers clear and concise messages that motivate, convey the “why” and connects contributions to business results.
• Risk Manager: Leads and encourages the identification, escalation and resolution of potential risks.
• People Manager & Coach: Knows and develops team members through coaching and feedback.
• Financial Steward: Manages expenses and demonstrates an owner’s mindset.
• Enterprise Talent Leader: Recruits, on-boards and develops talent, and supports talent mobility for career growth.
• Driver of Business Outcomes: Delivers results through effective team management, structure, and routines.

LOB Description

The Command Center Access Management Team is seeking an experienced Single Point of Contact (SPOC) professional who can manage changing priorities, communicate clear status updates, use access-management tools and reports effectively, and partner across teams to resolve issues and support governance activities. The successful candidate will be adaptable, detail-oriented, accountable, and comfortable operating in a dynamic environment. The Access Management Team supports multiple organizations, including SSFO – Specialized Servicing and Fulfillment Operations, CAMLO - Consumer Anti-Money Laundering Operations, and Legal Order. The team provides centralized access-management support, coordinates requests from intake through completion, and helps maintain consistent, well-controlled governance routines across the supported organizations.

Key Responsibilities

• Serve as the primary SPOC for access-management requests supporting SSFO – Specialized Servicing and Fulfillment Operations, CAMLO - Consumer Anti-Money Laundering Operations , and Legal Order.
• Own requests from intake through resolution, ensuring documentation is detailed, accurate, current, and communicated to the appropriate contacts.
• Use ARM to research, monitor, update, and support access-management requests and related activities.
• Use Digger, Cloudera, and the Revocation report to research access, validate request details, identify exceptions, and support timely follow-up.
• Provide clear and timely status updates, communicate risks or blockers, and escalate issues when appropriate.
• Adjust effectively to changes in volume, priorities, processes, reporting needs, and organizational requirements.
• Assist with governance routines, including recurring reviews, validation activities, issue tracking, documentation, evidence collection, and follow-up actions.
• Partner with business, technology, reporting, risk, and control contacts to resolve access issues and improve operational outcomes.
• Identify trends, gaps, and recurring issues across requests and reports, then recommend practical process or control improvements.

Required Qualifications

• 1-3 years of experience serving as a SPOC, preferably in access management, identity and access management, governance, risk, controls, or a comparable operational environment.
• Working knowledge of ARM and experience using access-related reporting, including Digger, Cloudera, and the Revocation Report.
• Demonstrated ability to manage requests across multiple organizations or stakeholder groups while maintaining ownership and follow-through.
• Strong written and verbal communication skills, including the ability to provide concise updates and explain issues to varied audiences.
• Ability to analyze reports, identify discrepancies or patterns, and translate findings into actionable next steps.
• Ability to balance multiple competing priorities and meet established timelines in a changing environment.
• Strong attention to detail, documentation discipline, critical thinking, and problem-solving skills.
• Proficiency with Microsoft Outlook, Excel, PowerPoint, and Word.

Desired Qualifications

• Experience supporting formal access-governance routines, control reviews, audit requests, or remediation activities.
• Experience working with access revocations, entitlement validation, exception management, or user-access reporting.
• Ability to build trusted partnerships, remain composed during change, and drive work to closure with limited oversight.
• Continuous-improvement mindset with an interest in strengthening documentation, reporting, and operational controls.

Skills:

• Customer and Client Focus
• Problem Solving
• Risk Management
• Adaptability
• Attention to Detail
• Collaboration
• Critical Thinking
• Issue Management
• Analytical Thinking
• Decision Making
• Oral Communications
• Presentation Skills

Shift:

1st shift (United States of America)

Hours Per Week:

40