Operations Consultant (Procedure Content Writer)

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!
 

The Procedures Team is responsible for developing and publishing clear, concise and accurate content for complex/enterprise-wide process and technical changes. Operations Consultants on the Procedures team, work on various size efforts ranging from complex and long-term to urgent, quick turn assignments.

Responsibilities:

• 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

• Enables employees in a wide variety of operations, to deliver on the Client Care Pillar – Get it Right, with accurate, easy to find and easy to follow procedures.

• Collaborates with business partners at multiple levels to write content and report on assignments in one-on-one meetings, large project teams and executive level routines.

• Anticipates and identifies opportunities to update and improve content and engages partners and peers to implement suggestions.

• Builds a robust network of partners across supported businesses to facilitate work assignments and to build horizontal cohesion in Solution Center content 

Required Qualifications:

• Expert level understanding of end users and the ability to apply that knowledge in the design of content and in the analysis of the use of the content

• Strong technical writing skills for creating procedure type documentation while also being able to: translate source material such as process maps, business requirement documents, varying levels of design documents, etc., conducting task analyses, understanding and adhere to version control and retention standards

• Proficient project/change management skills including the ability to identify changes as material/immaterial, establish a scope and timeline for deliverables, monitor and report on progress, and document activity throughout a project

• Strong ability to create and maintain relationships with business partners and subject matter experts in a manner that facilitates the completion of work (Network/Relationship Building)

• Able to lead collaborative meetings to build out a project plan and/or go-to-green plan, overcome obstacles, negotiate deliverable quantities and timelines, gain commitment to a course of action, and obtain any needed information to complete the project (Relationship building, Positive Impact and Influence)

• Proficient with Microsoft Word, Excel and PowerPoint

• Proficient in written communications

Desired Qualifications:

• 3+ years technical writing experience including procedure writing, process design and/or curriculum design 

• Technical writing certification or a degree in Education, Journalism or English

• Procedure writing, process design and/or curriculum design

• Proficient understanding of the financial industry including product knowledge and a basic understanding of servicing the main products – checking/savings accounts, mortgages, car loans

• HTML knowledge    

Skills:

• Customer and Client Focus

• Problem Solving

• Risk Management

• Adaptability

• Attention to Detail

• Collaboration

• Critical Thinking

• Issue Management

• Analytical Thinking

• Decision Making

• Oral Communications

• Presentation Skills

Enterprise Description Overview -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.

Shift:

Hours Per Week: