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Consumer Client Services Controls & Change Integration Consultant

Bank of America | Brea CA 92823 USA | Full Time | Posted: 09/20/2019

Job Descriptiontop

Job Description:

Consumer Client Services (CCS) manages the contact centers in the bank to service over 60 MM Consumer & Small Business clients.  Within CCS a Command Center team is responsible for 24/7 controls, monitoring, and mitigation for any process or technology incidents in the contact centers. 

The Controls & Change Integration Consultant will support transformation initiatives by implementing a world class communications, quality control, and performance development framework to enable the Command Center to achieve the objectives of minimizing client wait times while optimizing staffing.  The successful leader will identify critical core competencies, assess process gaps, and develop a program to drive consistent performance.

This role will collaborate across the Command Center team and serve as a key contributor to the design of the Command Center of the future.  This is a high impact role with exposure to senior leaders across the Resource Planning & Operations organization and requires executive-level communication skills and a strong working knowledge of training & development frameworks.

Responsibilities include:

  • Playbook/Procedure Development: develop enhanced standard operating procedures that tie the detection of performance variation anomalies to action plans to mitigate potential contact center service impacts; develop an ongoing performance improvement framework to ensure consistency of execution; identify key process changes to risk control points & recommend process mitigations; manage the storage and organization of documents to have effective utilization by teammates
  • Communications & Training: partner with transformation leaders to proactively communicate the evolution of the model to maintain ongoing engagement; develop executive communications; effectively communicate changes to impacted teammates; develop & execute branding strategy to ensure all Command Center communications have a consistent, cohesive look and feel in alignment with the organizational strategy & direction
  • Change Management:  support developing business requirements for technology enhancements to modernize the tools needed to achieve optimal resource utilization & service level performance; support people/process/technology change across the Command Center organization

Required skills:

  • 5+ years’ experience in Call Centers or large scale real-time Operations
  • 3+ years’ experience related to technology and system integration
  • 3+ years’ experience with project management, PMO, or change management
  • Strong organizational skills; focus on attention to detail
  • Effective verbal/written communication to all levels of the organization

  • Experience with process design and/or documenting playbooks/procedures
  • Strong relationship building skills to interact with a broad range of stakeholders and partners
  • Manage competing needs and drive to quality despite changing priorities and tight deadlines
  • Proficient with PowerPoint

Desired skills:

  • Experience in financial services
  • Proficient with Excel
  • Problem-solving using data analytics
  • Process improvement expertise; Six Sigma certified
  • Able to develop business cases 
  • History of influencing without authority
  • Strategic and critical thinker


1st shift (United States of America)

Hours Per Week:


Job Detailstop

Location Brea, CA, 92823, United States
Categories Quality Assurance/Safety

Location Maptop

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Job Code 19056329-6

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