Service Delivery Manager

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. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities, and shareholders every day.

One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. We’re devoted to being a diverse and inclusive workplace for everyone. We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being.

Bank of America believes both in the importance of working together and offering flexibility to our employees. We use a multi-faceted approach for flexibility, depending on the various roles in our organization.

Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference. Join us!

Job Description:

This job is responsible for driving the delivery and execution of Global Human Resources (GHR) products and programs, including Payroll, Benefits, Compensation, Learning and Development, Retirement, Shared Services or Talent Acquisition. Key responsibilities include engaging, managing and collaborating with external vendors, and evaluating product or program usage and effectiveness. Job expectations include providing guidance on programs and products, operational requirements, end-to-end processes, to deliver GHR programs.

This Service Delivery Manager will join the Skills Assessment Team to develop and execute the skills assessment process for a regulatory remediation program to ensure effective skills development for the identified in-scope population across the enterprise. Key deliverables include skill mapping, senior leader engagement, data output analysis, leading review and challenge, and remediation planning. This role will also support cross program efforts to apply process improvements and efficiencies.  In addition, the role will develop sustainment activities to ensure the effectiveness of the assessment and development of talent to meet future requirements and coach/guide more junior team members.

The successful candidate will be an influential, execution and results-oriented professional who can develop and manage relationships across the company and with a wide variety of partners based on trust, knowledge, and teamwork. Additionally, successful candidates should be familiar with data analysis, process improvement, program management practices, and feel comfortable working in a fast-paced environment.

Responsibilities:

• Oversees the evaluation of existing processes, technologies, and routines to drive process improvements.

• Drives the implementation of controls to mitigate and manage compliance and operational risk

• Maintains a variety of routine to complex operational and strategic activities to ensure programs are executed accurately and effectively.

• Partners with Global Human Resources program functions to ensure processes meet design requirements.

• Evaluates routines and initiatives to identify solutions that meet business needs and priorities.

• Coaches and mentors’ teammates to enhance team performance.

• Partners with Line of Business and Global Talent stakeholders to drive implementation of a regulatory skill assessment program including but not limited to: planning, scoping, skill mapping, review & challenge analysis and delivery, action planning, communication of results, internal QA and independent audit (IA) validation.

• Consult with leaders and partners to ensure accuracy of assessment, alignment of data to business objectives, and determine appropriate organizational-level actions to address results.

• Analyze data to identify key insights and trends; articulating themes within and across LOBs and translating findings into actionable insights for leaders.

• Provide overview of ongoing QA/QC of data to ensure accuracy.

• Engage in horizontal efforts across the Skills Assessment team to support overall execution of the program, including process and tool improvements.

• Support activities to ensure our processes have been effectively evidenced and communicated to successfully meet regulatory expectations. 

• Provide voice of the client from the LOB and key stakeholders back to central program team to support development of overall skills narrative.

• Customize communications to ensure effective messaging across stakeholders at all levels.

• Guide junior teammates to ensure flawless delivery of specific deliverables.

 Required Qualifications:

• Minimum of 6 years’ experience in any of the following:  Product or Program Development/ Management, Talent management, Organization Development, Change Management, HR Generalist OR relevant experience leading complex projects, programs, or processes.

• Demonstrated conceptual thinker with effective program and project management skills and experience, including ability to translate strategy into specific goals, tactics, and deliverables.

• Strong relationship management skills with ability to consult, advise, and influence senior leaders in a matrix environment.

• Experience interfacing with leaders at the Senior Executive level who are seasoned and sophisticated leaders.

• Able to operate in an ambiguous environment or an environment where priorities may change quickly.

• Attention to detail to ensure high quality of all deliverables provided to LOB and Audit.

• Sound judgment and strong communication skills (written and verbal).

• Proven ability to build and leverage positive relationships with peers, partners, and clients.

• Ability to prioritize multiple ongoing project deliverables, with a strong bias for action and ability to drive work to completion within tight timelines.

• Strong data analysis and interpretation experience.

• Technical proficiency in PowerPoint and Excel.

Skills:

• Business Operations Management

• Decision Making

• External Resource Management

• Payroll Management

• Process Management

• Crisis Management

• Critical Thinking

• Influence

• Problem Solving

• Strategic Thinking

• Analytical Thinking

• Business Process Analysis

• Executive Presence

• Policies, Procedures, and Guidelines Management

• Quality Assurance

• Project Management

• Stakeholder Management

Minimum Education Requirement:

• BS/BA, preferably in relevant areas or equivalent work experience in lieu of degree.

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Pay Transparency details

US - IL - Chicago - 540 W Madison St - Bank Of America Plaza (IL4540), US - NY - New York - 1114 Avenue Of The Americas - Grace (NY1544)Pay and benefits informationPay range$125,000.00 - $161,800.00 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.