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Gurugram, India

Job Description:



Bank of America is one of the world’s leading financial institutions, serving individual consumers, small and middle-market businesses and large corporations with a full range of banking, investing, asset management and other financial and risk management products and services. We are committed to attracting and retaining top talent across the globe to ensure our continued success. Along with taking care of our customers, we want to be the best place for people to work and aim at creating a work environment where all employees have the opportunity to achieve their goals.


We are a part of the Global Business Services which delivers technology and operations capabilities to Bank of America lines of business (LOB) and enterprise functions.


Our employees help our customers and clients at every stage of their financial lives, helping them connect to what matters most. This purpose defines and unites us. Every day, we are focused on delivering value, convenience, expertise and innovation for individuals, businesses and institutional investors we serve worldwide.


* BA Continuum is a nonbank subsidiary of Bank of America, part of Global Business Services in the bank.

Process Overview

BA Continuum India Pvt. Ltd. supports business process, information technology and knowledge process across Consumer Banking, including Card and Home Loans, Global Banking and Markets, and Global Wealth and Investment Management lines of business at Bank of America.

The Operational Excellence team functions as a Center of Excellence to provide strategic and innovative advantage to Bank of America through Business Excellence, Business Intelligence and Process Excellence Work-streams.

Job Description

Individual will be involved in driving productivity, process Improvement and efficiency through several strategic and tactical level projects aligned to the various lines of businesses and delivery teams, both inside and outside the GBS. Incumbent will work towards establishing and maintaining delivery performance measurement system, driving Six Sigma knowledge, building the culture of continuous improvement and driving key business improvement initiatives through application of Six Sigma, Lean, DFSS and Project Management methodologies.


  • Process Governance:
    • Own the validity & accuracy of data and information available in BPM
    • Ensure process maps and workflows are in place and validated regularly
    • Identify and mentor top down improvement projects basis Process Governance reviews
    • Understand the end to end process flow
  • Continuous Process Improvement:
    • Be responsible for deployment of Operational excellence Framework across aligned teams and Sites
    • Drive Improvement projects , Just Do It and Best Practices across delivery teams
    • Identify and mentor improvement projects( PE projects)
    • Identify and mentor Risk, Customer Experience & Business impact projects
    • Identify and mentor cost efficiency projects
    • Drive business transformation through PE Methodology and Analytics
    • Drive ideation and execution of ideas
    • Support & promote Innovation
  • Metrics Management:
    • Ensure metrics & reporting activities are seamless
    • Review Data Collection Plan for any gaps
    • Random audit on metrics in Service Management tool vs. Metrics Reporting tool to identify and curb any improvement opportunities / inefficiencies
    • Drill down on any CTQ slippages
    • Drive metrics aligned towards business outcomes.

  • Stakeholder Management:
    • Connect with relevant stakeholders on a regular basis;
    • Promptly address any process gaps and stakeholder priorities
    • Gain a seat on the table and insure participation on key initiatives of the LOB assigned
  • Strategic Initiatives:
    • Participate in strategic initiatives of the OPEX / LOB org basis skills & interest
    • Initiatives inclusive of (but not limited to)
      • Domain & Technical Skill enhancement
      • Industry wide methodologies and practices (Six Sigma, Lean, Kaizen, PMP)
      • Metrics Enhancement


Mandatory Skills

  • University degree.
  • Understanding and working knowledge of off shoring industry.
  • Quality background (Six Sigma, Lean, Kaizen) with implementation experience
  • Strong communication and interpersonal skills
  • Green Belt /PE certification.

Desired Skills

  • Strong ability to interact and influence teams/ individuals
  • Dynamic individual with high energy, inclination and skill to drive change in business
  • Creative thought process to be able to think out of the box and logically connect the dots with underlying business drivers
  • Should have mentored Just Do It / Best Practice Replications in the capacity of an RQE( Resident Quality Expert)
  • Knowledge of JMP®.
  • Post-Graduation would be an added advantage.
  • PMP Certified.

Experience requirement: 6 – 8 years of experience

Location : Gurugram

Shift Timings:   12 p.m. to 9 p.m (flexible to cover night shifts too).

Learn more about this role

Full time


Manages People: No


Talent Acquisition Contact:

Referral Bonus:

Street Address

Primary Location:
DLF Cyber City, Cyber Green, Gurugram, 122002