Service Delivery Consultant

Job Description:

Job Title: Service Delivery Consultant, Life Event Services (EMEA)

Corporate Title:  Assistant Vice President/Vice President

Location:  Chester

Company Overview:

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 a diverse and 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.

At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact.  Join us!

Location Overview:

Find us in the city of Chester, a destination renowned for its culture, history, and beauty. Working at Bank of America Chester offers a far-reaching global career for a world-renowned organisation, whilst being ideally situated against the backdrop of the rolling North Wales hills and the banks of the serene River Dee.

Job Description:

The EMEA Global Operations and Advisory Team (GOAT) Life Event Services (LES) team provides specialised, confidential and compassionate support to employees and managers navigating significant life events, including leaves of absence, family leave, critical illness, bereavement, retirement, bereavement, domestic violence, and other sensitive employee matters.

The Service Delivery Consultant is responsible for the end-to-end management of Life Event Services cases across EMEA, with a primary focus on the UK and Ireland. The role ensures compliance with relevant policies and employment legislation while delivering a consistent, high-quality employee experience. Working closely with HR partners, leaders, and business stakeholders, the individual will manage complex cases, drive operational excellence, and support continuous process improvement initiatives.

Key Responsibilities

• Manage end-to-end Life Event Services cases across the UK and Ireland and support process consistency across EMEA.
• Provide guidance to employees, managers, and HR partners, ensuring appropriate documentation, approvals, and processes are followed
• Handle complex, sensitive, and escalated cases with professionalism, empathy, and sound judgement.
• Maintain accurate case records and ensure data integrity within HR systems.
• Partner with HR and business leaders to identify solutions, mitigate risks, and ensure regulatory compliance (policy, process and legislative requirements).
• Using data, employee themes and operational insights; Contribute to operational excellence initiatives, including process improvement, automation, and technology adoption.
• Support compliance reviews, audits, and risk management activities.
• Provide occasional out of standard business hours support for urgent or escalated life event cases.

Required Experience

• Experience within HR Shared Services, Employee Relations, Leave of Absence, or Employee Support functions across multiple jurisdictions.
• Knowledge of UK and Ireland employment legislation and absence management practices.
• Experience managing sensitive employee cases in a complex, fast-paced environment.
• Proficiency in HR systems, preferably Workday, and Microsoft Office applications.

• Managing employee leave, absence management, or life event cases across multiple jurisdictions.
• Knowledge of UK and Ireland employment legislation and compliance requirements.
• Able to operate within a complex, matrixed organisation.
• Can manage multiple priorities while maintaining high service standards.
• Robust working knowledge of Workday, Salesforce, Excel, PowerPoint, Word, Teams, and Copilot.
• Experience supporting process optimisation, automation, and operational efficiency initiatives.

Ownership and Delivery

• Takes accountability for delivering accurate, timely, and high-quality outcomes.
• Works independently while managing competing priorities effectively.
• Maintains current knowledge of relevant policies, legislation, and processes.

Problem Solving

• Uses data and insight to identify trends, resolve issues, and recommend practical solutions.
• Demonstrates critical thinking when managing complex or sensitive cases.

Communication and Employee Support

• Communicates clearly, professionally, and with empathy.
• Adapts communication style to meet the needs of different audiences.
• Manages sensitive conversations with confidence and discretion.

Collaboration

• Builds productive working relationships across HR, Shared Services, and business teams.
• Partners effectively with stakeholders to deliver positive employee outcomes.

Integrity and Risk Awareness

• Exercises sound judgement and maintains confidentiality.
• Identifies, escalates, and mitigates risks appropriately.
• Operates in accordance with company policies, regulatory requirements, and ethical standards.

Benefits of working at Bank of America:

UK

• Private healthcare for you and your family plus an annual health screen to help you manage your physical wellness with the option to purchase a screen for your partner
• Competitive pension plan, life assurance and group income protection cover if you become unable to work as a result of a disability or health reasons
• 20 days of back-up childcare including access to school holiday clubs and 20 days of back-up adult care per annum
• The ability to change your core benefits as well as the option of selecting a variety of flexible benefits to suit your personal circumstances including access to a wellbeing account, travel insurance, critical illness etc.
• Access to an emotional wellbeing helpline, mental health first aiders and virtual GP services.
• Access to an Employee Assistance Program for confidential support and help for everyday matters
• Ability to donate to charities of your choice directly through payroll and the bank will match your contribution
• Opportunity to access our Arts & Culture corporate membership program and receive discounted entry to some of the UK’s most iconic cultural institutions and exhibitions.
• Opportunity to give back to your community, develop new skills and work with new groups of people by volunteering in your local community.

Bank of America:

Good conduct and sound judgment is crucial to our long term success. It’s important that all employees in the organisation understand the expected standards of conduct and how we manage conduct risk. Individual accountability and an ownership mind-set are the cornerstones of our Code of Conduct and are at the heart of managing risk well.

We are an equal opportunities employer and ensure that no applicant is subject to less favourable treatment on the grounds of sex, gender identity or gender reassignment, marital or civil partner status, race, religion or belief, colour, nationality, ethnic or national origins, age, sexual orientation, pregnancy or maternity, socio-economic background, responsibility for dependants or physical or mental disability. The Bank selects candidates for interview based on their skills, qualifications and experience.

We strive to ensure that our recruitment processes are accessible for all candidates and encourage any candidates to tell us about any adjustment requirements