Operations Consultant - Enterprise Correspondence Operations

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 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!

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.

The Enterprise Correspondence Operations (ECO) – Letter Setup & Implementation (Letter S&I) team manages letter content for new & existing Clients in print, verbal, and digital channels. Letter S&I partners with front line units (FLUs) and support areas to align strategic priorities and develop solutions to create, publish, and govern content change management needs. Letter S&I delivers for Consumer & Small Business Card, Deposits, Retail Credit Operations, and other product & servicing organizations.

Monday - Friday 8am-5pm

• 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
• Lead and manage medium-to-large projects with competing timelines, ensuring effective coordination across multiple teams and stakeholders.
• Oversee and maintain evergreen communication inventories, ensuring compliance with laws, rules, and regulations while driving digitization and content updates.
• Collaborate with Global Ops Management, FLU teams, and support partners to execute change management routines and deliver a consistent client experience for ECO tools and capabilities.
• Facilitate governance reviews with Legal, Compliance, and Risk partners, and communicate project requirements, expectations, and status updates to leaders at all levels.
• Perform letter data mapping, testing, and implementation of new or updated correspondence, resolve production issues, and manage pre/post sign-off processes for quality assurance.

• 3+ years of strategy development, initiative execution, change management, or related experience.
• Can quickly “connect the dots” to identify and perform thematic analysis.
• Ability to lead calls, meetings, and strategy sessions with medium sized audiences.
• Strong quantitative and analytical abilities – must know how to use data to communicate the business story.
• Ability to decompose complex issues and drive timely decisions, knowing when to engage others for additional input, and when to act independently.
• Strategic thinker, self-starter, organized, versatile, and capable of performing work with minimal management oversight.
• Proven…