Customer Segment Consultant II

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 role will be responsible for leading strategic initiatives and cross-functional projects that support the design and execution of SCCS Capacity Planning and Resource Management. Initiatives span strategic direction, digital and platform capabilities, client experience, associate experience and process design. The role will lead and manage multiple projects and priorities at the same time, including program design, analysis, deliverables, communications and deployment. The ideal candidate will demonstrate a strong combination of strategic thinking, tactical planning and project management skills along with the ability to lead and influence project teams without direct management. Job expectations include management of resource management project activities, serving as a subject matter expert to leaders, applying strategic and data driven judgment, and ensuring risks are identified and managed while delivering intended outcomes.

This job is responsible for leading cross-functional initiatives aligned with enterprise strategy and goals, with accountability for strategic planning, execution, and oversight. Key responsibilities include driving process transformation, developing business cases, managing risk across workstreams, and ensuring integration across product, channel, and operations teams. Job expectations include influencing decisions, maintaining stakeholder relationships, overseeing change management, and delivering outcomes through governance and performance tracking.

Responsibilities:

• Working with leadership to develop strategic direction and establish implementation plans for project execution
• Develop program structure, establish and document processes, build and deliver program materials and communications, and drive technology requirements
• Conduct risk assessments and identify mitigations, coordinate and execute governance stakeholder reviews and approvals
• Drive risk mitigation efforts through consolidation, creation, and maintenance of Single Process Inventory/Model Risk Management governance processes
• Establish project management and execution routines and drive decision making with cross-functional team of partners, stakeholders and leaders
• Represent the line of business in discussions with leaders and support partners
• Evaluate program performance, proactively identify opportunities for enhancement, and design and implement solutions
• Mentor and support development of Customer Segment Consultant I team members Provides oversight and direction for multiple workstreams within enterprise initiatives, ensuring alignment with overall transformation goals and business strategy
• Defines workstream objectives, timelines, and deliverables, and lead disciplined execution to achieve measurable outcomes.
• Coordinates efforts across product, channel, and operations teams to ensure seamless integration and progress across workstreams
• Engages with senior leaders and executive stakeholders to influence priorities, maintain governance standards, and ensure accountability
• Drive innovation and support change leadership by identifying opportunities for improvement and fostering a culture of continuous transformation

Required Qualifications:

• 3–5 years of experience in finance, resource management, project management, compensation, performance management, or strategy related roles.
• Experience supporting or working within Consumer Investments line of business processes.
• Strong project management capabilities, including managing dependencies, risks, and stakeholder expectations.
• Proven ability to assess risk, identify control gaps, and recommend practical solutions.
• Proven ability to manage priorities independently, deliver strong results under tight deadlines, and adapt to changing business needs without sacrificing quality.
• Strong relationship building skills with the ability to collaborate effectively with line of business partners and subject matter experts across the organization.
• Aptitude for learning and applying new tools, skills, and processes.

Desired Qualifications:

• Highly skilled communicator with the ability to influence, collaborate with, and advise leaders at multiple levels.
• Data driven mindset with experience using analysis to inform decisions and recommendations.
• Comfortable presenting complex information in a clear, concise, and impactful manner.
• Strong knowledge of Sales and Service Contact Center operations and performance drivers.

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: Models an inclusive environment for employees and clients, aligned to company Great Place to Work goals.
• Manager of Process & Data: Demonstrates deep process knowledge, operational excellence and innovation through a focus on simplicity, data based decision making and continuous improvement.
• Enterprise Advocate & Communicator: Communicates enterprise decisions, purpose, and results, and connects to team strategy, priorities and contributions.
• Risk Manager: Ensures proper risk discipline, controls and culture are in place to identify, escalate and debate issues.
• People Manager & Coach: Provides inspection, coaching and feedback to motivate, differentiate and improve performance.
• Financial Steward: Actively manages expenses and budgets in alignment with objectives, making sound financial decisions.
• Enterprise Talent Leader: Assesses talent and builds bench strength for roles across the organization.
• Driver of Business Outcomes: Delivers results by effectively prioritizing, inspecting and appropriately delegating team work.

Skills:

• Attention to Detail
• Change Management
• Oral Communications
• Process Management
• Risk Management
• Collaboration
• Customer and Client Focus
• Decision Making
• Problem Solving
• Result Orientation
• Business Analytics
• Process Design
• Process Simplification
• Recording/Organizing Information
• Written Communications

Minimum Education Requirement: High School Diploma / GED / Secondary School or equivalent

Shift:

1st shift (United States of America)

Hours Per Week:

40

Pay Transparency details

US - NJ - Pennington - 1400 American Blvd - Hopewell Bldg 4 (NJ2140)Pay and benefits informationPay range$108,000.00 - $163,800.00 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.