Process Design Consultant I - Client Services Complaints

Bank of America • Rio Rancho, NM

1d • $71,000 - $104,000 • Onsite

About The Position

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! Job Description: This job is responsible for analyzing processes, documenting business case opportunities, and implementing process improvement/transformation initiatives in support of Operational Excellence objectives. Key responsibilities include supporting the execution of change initiatives which may result in cost efficiencies, quality, productivity, and risk mitigation. Job expectations include working with business leaders and subject matter experts, ensuring collaboration and transparency across integrated business and technology teams, and driving execution of solutions within the budget and timeline. This role is also responsible for identifying trends, and documenting business case opportunities to support process improvement and risk mitigation initiatives across Client Services. The Thematic Analysis Consultant supports the execution of the Client Services Monthly Thematic Analysis routine, identifying opportunities that drive quality, productivity, cost efficiencies, and risk reduction. The consultant partners closely with business leaders, subject matter experts, and control teams to ensure collaboration, transparency, and alignment across integrated business and technology functions. In addition, this role supports the Portfolio Manager during comprehensive process health assessments, playing a critical role in evaluating existing processes, identifying improvement opportunities, and ensuring alignment with policy, regulatory, and procedural expectations.

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.

Nice To Haves

• Experience within Consumer and/or Small Business Banking.
• 5+ years of experience in Business Controls, Audit, Legal, or Risk & Compliance.
• Experience interfacing with regulators and supporting regulatory exams.
• Familiarity with exam management activities and documentation.

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.

Benefits

• This 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.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed