CI Capacity Resource Management - Customer Segment Consultant I

Bank of America; Jacksonville (FL); On-site; USD 78,000 - 119,000; Full time

Job summary

Bank of America in Jacksonville, FL is seeking a Customer Segment Consultant I to design, analyze, execute and sustain strategic initiatives that support enterprise goals within the consumer banking segment. You will partner with product, channel and operations teams to ensure the customer view drives decisions and delivery.

The role requires strong analytical skills, 3+ years in workforce management or data analysis, and excellent communication at all levels.

Qualifications

• 3+ years in role accountable for workforce management, capacity planning, reporting and/or data analysis.
• Understanding of resource management and FTE allocation as it aligns to overall business strategy.
• Excellent communicator with the ability to convey information, influence and collaborate with leaders and partners at manager/executive levels.
• Excellent verbal and written communications with high attention to detail.
• Strong analytical skills including awareness of data inaccuracies and solution-focused problem solving ability.
• Experience with Excel (PQ, PowerPivot, Advanced Formulas), PowerPoint, Word.
• Ability to identify important trends in large data sets and communicate impacts to mid and senior level leadership.
• Able to network, build and foster productive relationships with line of business partners and other subject matter experts across the organization.
• Ability to prepare quantitative analysis that aligns to current and future strategic planning initiatives.
• Aptitude for learning new skills, tools, and processes; self-motivated and adaptable.
• Experience with operational practices within Consumer Investments, Preferred Lending or Consumer Banking.

Responsibilities

• Develop and manage capacity plans and attrition reporting to ensure forecast accuracy and alignment with business objectives.
• Facilitating project calls with key business partners and stakeholders to drive timely decision making.
• Strong understanding of segments and lines of business supporting attrition and career progression.
• Monitor capacity models, attrition reports and adjust forecasts as needed.
• Align hiring with anticipated attrition and business need based on financial forecast.
• Communicate financial forecast and site strategy across the channel and provide early visibility to trends.
• AdHoc analysis as needed based on strategic direction and upcoming initiatives.
• Lead design, analysis and implementation of strategic initiatives at the segment level.
• Analyze processes for efficiency and sustainability; coordinate tasks and manage risks.
• Collaborate with product, channel and operations teams for integrated execution.
• Build business cases, maintain stakeholder relationships, support change management, and document for transparency.

Skills

Active Listening

Attention to Detail

Collaboration

Critical Thinking

Written Communications

Decision Making

Influence

Oral Communications

Prioritization

Problem Solving

Adaptability

Data Management

Emotional Intelligence

Risk Management

Education

High School Diploma / GED

Tools

Excel

PowerPivot

Advanced Formulas

PowerPoint

Word

SQL

Job description

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: The Customer Segment Consultant I is accountable for design, analysis, execution and/or ongoing sustainment support for a program initiative within the enterprise strategy and performance goals for one of the Customer Segments (i.e. Retail, Preferred & Small Business). Provides support to senior team leader and partners with product(s) and channel(s) teams to drive execution and integrate delivery to ensure the customer view is at the forefront of decisions in the achievement of goals. Accountable for initiative support, coordination, robust analysis and communications. This job is responsible for leading the design, analysis, execution, and sustainment of strategic initiatives that support enterprise goals within a business segment. Key responsibilities include analyzing processes to identify improvements, coordinating project tasks, managing risks, and partnering with product, channel, and operations teams for integrated execution. Job expectations include building business cases, maintaining stakeholder relationships, supporting change management, and creating documentation to ensure transparency and long-term success.

Responsibilities

• Develop, maintain, and manage long- and short-term capacity plans, attrition reporting and trended attrition rates to ensure forecast accuracy, efficiency, and alignment with the line of business objectives and overall headcount strategy
• Facilitating project calls with key business partners and stakeholders to drive timely decision making
• Strong understanding of all the segments and lines of business we support, and the overall career progression framework that impacts attrition across Centralized
• Continued monitoring and review of capacity models, attrition reports and impacted forecast models with appropriate adjustments as a result of changes or unforeseen circumstances
• Continue to partner with teammates to ensure hiring aligns to anticipated attrition and business need based on current financial forecast
• Ensure communications and recommendations align to overall financial forecast and site strategy across the channel and develop views of attrition across Centralized to bring leaders early line of sight to trends
• AdHoc analysis as needed determined by organizational strategic direction and upcoming initiatives impacting the line of business and segment levels
• Leads the design, analysis, and implementation of strategic initiatives that align with enterprise goals within a business segment
• Analyzes existing processes to identify opportunities for efficiency, effectiveness, and long-term sustainability
• Coordinates project tasks across teams and manage risks to ensure timely and successful delivery of initiatives
• Collaborates with product, channel, and operations teams to ensure integrated execution and alignment with business objectives
• Builds business cases, maintain stakeholder relationships, support change management efforts, and create documentation to promote transparency and long-term success

Required Qualifications

• 3+ years in role accountable for workforce management, capacity planning, reporting and/or data analysis
• Understanding of resource management, FTE allocation as it aligns to overall business strategy
• Excellent communicator with the ability to convey information, influence and collaborate with leaders and partners at manager / executive levels (vertical/horizontal)
• Excellent verbal and written communications, high attention to detail
• Strong analytical skills including awareness of data inaccuracies and solution-focused problem solving ability
• Experience working with Excel (PQ, PowerPivot, Advanced Formulas), PowerPoint, Word
• Ability to identify important trends in large data sets and communicate impacts to mid and senior level leadership
• Able to network, build and foster productive relationships with line of business partners and other subject matter experts across the organization
• Ability to prepare quantitative analysis that aligns to current and future strategic planning initiatives
• Aptitude for learning new skills, tools, and processes
• Self-motivated, self-directed and able to manage priorities and changes without sacrificing quality or timelines
• Experience with operational practices within Consumer Investments, Preferred Lending or Consumer Banking

Desired Qualifications

• Knowledge of capacity planning and workforce management
• Familiarity with Consumer Investments
• Experience working with SQL, Hadoop, Teradata, TOAD, MicroStrategy, Tableau
• Familiarity with internal data sources including MIDAS, W, SDP, CMC, OBI
• Ability to use SQL to find and deliver data from various databases and platforms
• Strong knowledge of Centralized Consumer Investments

Skills

• Active Listening
• Attention to Detail
• Collaboration
• Critical Thinking
• Written Communications
• Decision Making
• Influence
• Oral Communications
• Prioritization
• Problem Solving
• Adaptability
• Customer and Client Focus
• Data Management
• Emotional Intelligence
• Risk Management

Minimum Education Requirement

High School Diploma / GED / Secondary School or equivalent

Shift: 1st shift (United States of America)

Hours Per Week: 40

Pay Transparency details US - NJ - Pennington - 1400 American Blvd - Hopewell Bldg 4 (NJ2140), US - WA - Lynnwood - 3220 188th St SW - ALDERWOOD BC (WA4101) Pay and benefits information Pay range $78,000.00 - $118,600.00 annualized salary, offers to be determined based on experience, education and skill set. Discretionary incentive eligible This role is eligible to participate in the annual discretionary plan. Employees are eligible for an annual discretionary award based on their overall individual performance results and behaviors, the performance and contributions of their line of business and/or group; and the overall success of the Company.

Benefits This role is currently benefits eligible. We provide industry-leading benefits, access to paid time off, resources and support to our employees so they can make a genuine impact and contribute to the sustainable growth of our business and the communities we serve.

Bank of America is committed to help employees through the transition period when they’re displaced as a result of a workforce reduction, realignment or similar measure.

Pay Transparency - https://careers.bankofamerica.com/en-us/pay-transparency Privacy Statement - https://careers.bankofamerica.com/en-us/privacy-notice

Getting started

Regardless of the position you are interested in, the starting points to building your resume are the same: 1. Determine the job or types of jobs you want to do and research their responsibilities and qualifications. 2. Think about why you can do the job and make a list of your skills that are relative to the job. 3. Identify experiences or accomplishments that show your proficiency in the skills required for the job. 4. Summarize your abilities, accomplishments and skills into a brief, concise document.

Considerations when writing a resume

• Do be brief. Resumes should be 1-2 pages in length.
• Do be upbeat and active in your wording.
• Do emphasize what you have done clearly and concretely.
• Do be neat and well organized.
• Do have others proofread and critique your resume.
• Spell check. Make it error free.
• Do use high quality, white or light colored 8½ x 11 paper. Use a laser printer if possible.
• Don't be dishonest, always tell the truth about yourself in the most flattering light.
• Don't include salary history or requirements.
• Don't include references.
• Don't include accomplishments that do not support your professional goals.
• Don't include anything that isn't relevant. (For example, don't mention your fondness for swimming unless you want to work on the water.)
• Don't use italics, underlining, shadows or other fancy treatments.

Seven steps to a successful interview

1. Anticipate –Put yourself in the interviewer's position. What do you believe the interviewer is most interested in? Why do you think you have been invited to interview?
2. Research –What are the primary functions of the line of business? What are the success factors for the job? Is there a job description available?
3. Assess –Think about your skills, abilities, knowledge, interests, traits, values and accomplishments. Match them to what you know about the job. Consider which ones you should highlight.
4. Prepare Answers –Think about what the interviewer may ask, determine what the best answer is and write it down.

Prepare Questions – Interviewing is a two-way street. By asking thoughtful questions, you communicate your interest and learn a lot about the job. Choose two or three questions to ask you interviewer. Avoid asking a lot of questions about vacation time or breaks.

Practice – It may seem awkward, but it is the best way to come across well in an interview. Practice your own “great responses” with others or in front of a mirror until you appear relaxed and at ease.

Follow-up – Send a brief follow-up letter to the interviewer. Keep in mind that the many job searchers will not send a follow-up letter. Sending one can become a competitive advantage.