Product Consultant - Front Line Unit Issue Support

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.

Job Description Summary:

Responsible for the coordination and support of issues management across the Merchant Product & Global Receivables business area. 

• This includes the timely documentation and successful execution of issues in partnership with the business.   Requires an ability to influence business partners (front line unit, business control, risk, and audit) through strong communication skills in order to successfully navigate issue intake, action plan creation, and action step development and completion in order to successfully resolve and evidence issues to the satisfaction of all parties.  Attention to detail and demonstrated time management skills are required to consistently meet deadlines. 

Acts as an ambassador of the risk culture. 

• Critical support partner in the Product organization, providing subject matter expertise focused on issue management, process design, delivery, controls and risk mitigation.  Responsible for making connections between issues, the processes (SPIs) they align with as well as any data management impacts aligned to the issue via DART tickets.  Gathers and analyzes data in order to evaluate the effectiveness of key controls, mitigation strategies and action plans. 

The strongest candidates will have a love for problem solving, great partnership skills with the opportunity to work in an environment that is constantly changing and highly visible.  Responsible for keeping efforts on track and on time while ensuring a high quality end product is delivered.

The person fulfilling this position must be viewed as a trusted advisor, be an action oriented partner, able to effectively integrate into situations requiring attention, with a strong focus on assessing and responding quickly to meet deadlines.

Responsibilities:

This Product Consultant role is responsible for issues management support for Merchant Product & Global Receivables.  This includes, but is not limited to:

• Coordinate and facilitate issue management routines including preparing issues for intake, facilitating action plan discussions and documentation, action step coordination and resolution

• Process Design work- Demonstrated ability to map current and future state processes, to identify controls, control gaps and opportunities for improvement.

• Consultative Skills- Ability to engage stakeholders across the business, business controls, risk, and audit domestically and internationally and influence their commitment to achieve issue management process, control and risk management deliverables, ahead of stated deadlines.

• Risk Management skills- Experience in executing operational risk efforts, including, but not limited to proactively identifying, escalating and debating control and metric needs, in addition to product process/ control gaps for remediation, including assisting with risk assessment and/ or risk accept and other documentation needs.

• Program Management skills- Ability to build strategic plans and work across multiple business areas within and across the broader Global Payment Solutions organization to implement requirements on target and on time.

• Analytic mind set- Demonstrated experience formulating data driven solutions, through an ability to identify and assess a variety of data sources and channels. Experience using analytics and critical thinking skills to develop strategies and appropriate controls to remediate risk.

• Desire to learn- Ability to learn and support other Risk Framework processes across the team in order to ensure business continuity and sustainability.  Opportunities to learn procedures, third party and application control management, as well as SPI, risk assessment, and metrics support.

Required Qualifications:

• Minimum of 3 years’ experience with Issue Management, Process Design, Business Controls or Risk-Related functions

• Issue management policy and process, including experience with the CIMA, issue management system experience

• MS Office products, specifically Excel, Visio, Word and, PowerPoint proficiency

• Pick up new information quickly, working independently as a sole contributor

• Multi-task and collaborate on multiple priorities with multiple Stakeholders

• Working in a fast-paced, multi-priority environment experience with the ability to quickly adapt to changing business priorities

• Effective planning, prioritization and time management is critical for this role

• Flexibility and adaptability to change in scope of role

Desired Qualifications:

• Merchant and Global Receivables products knowledge

• Data Management processes/ DART process knowledge

• Navigate the enterprise and influence throughout the organization

Education:

Bachelor’s Degree or equivalent work experience

Skills:

• Administrative Services

• Attention to Detail

• Collaboration

• Reporting

• Written Communications

• Continuous Improvement

• Oral Communications

• Problem Solving

• Product Management

• Business Analytics

• Strategic Thinking

• Organizational Skills

• Presentation Skills

Shift:

Hours Per Week: