Senior Operations Consultant

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 and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates’ physical, emotional, and financial wellness through affordable, competitive and flexible benefits.

We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve.

Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs.

At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

Job Description:

• Serve as a subject matter expert supporting merchant services operations, governance, and strategic initiatives

•  Provide end-to-end oversight of vendor performance, including service quality, KPIs, and risk/control adherence

•  Act as an escalation point for complex client issues and operational disruptions

•  Lead and support governance routines, performance reporting, and executive-level updates

•  Drive process optimization and efficiency opportunities across servicing and operational workflows

•  Partner cross-functionally (product, servicing, complaints, vendor partners) to support initiative delivery and issue resolution

•  Provide flexible support across multiple workstreams based on business priorities and interim coverage needs

•  Lead or contribute to initiatives tied to servicing realignment, vendor strategy, and operational transformation

•  Deliver insights and recommendations to leadership to inform decision-making and prioritization

Required Skills:

• Bachelor degree in Business, Finance, or related field or comparable professional experience

• 5-7 year experience  in managing functions that support activity such as operations, training, quality programs, billing and process improvement

• 5+ years preferred experience in Merchant Services

•  Strong experience in vendor governance, risk oversight, or operational controls

•  Proven ability to lead complex initiatives across multiple stakeholders

•  Strong executive-level communication and influence skills

•  Ability to operate effectively in ambiguous, evolving environment

Desired Skills:

•  Merchant services or financial services operations experience

•  Experience supporting operating model changes, servicing transformations, or large-scale initiatives

•  Familiarity with complaints management, client experience, or servicing frameworks

Skills:

• Critical Thinking

• Customer and Client Focus

• Decision Making

• Problem Solving

• Risk Management

• Adaptability

• Attention to Detail

• Collaboration

• Issue Management

• Analytical Thinking

• Oral Communications

• Presentation Skills

Shift:

1st shift (United States of America)

Hours Per Week: 

40