Service Delivery Consultant II – CPO… at Bank of America · Charlotte

Service Delivery Consultant II – CPO AI Enablement/Virtual Assistant

Location: Charlotte

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:
This job is responsible for managing the delivery and execution of Global Human Resources (GHR) products and programs, which may include Payroll, Benefits, Compensation, Learning and Development (LD), Retirement, Shared Services or Staffing. Key responsibilities include partnering with the HR program design functions to recommend solutions and requirements for new programs. Job expectations include understanding the programs/products, operational requirements, end-to-end processes, and oversight necessary to deliver HR programs successfully and effectively.

This role will support AI Enablement across the Chief People Origination (CPO), with a primary focus on piloting, developing, and implementing CPO line-of-business AI agents using Microsoft Copilot Studio. The role will serve as a key liaison between CPO business teams and technology partners, helping translate business needs and processes into clear product requirements, coordinating agent design and development, managing product issues and enhancements, supporting testing and readiness, and driving implementation through launch. The individual will help establish a scalable approach for bringing agentic capabilities into CPO while ensuring solutions are practical, user-focused, and aligned with business priorities.

The role will also provide support across CPO's broader AI and digital employee experience strategy, including the evolution of Flagscape, HR Connect, and Erica for Employees toward greater use of generative AI for content delivery, employee support, and transaction enablement. Working across Technology, Employee Channels, Communications, Service Delivery, and CPO business teams, the role will help define requirements, coordinate testing and validation, resolve implementation issues, and support the successful delivery of new AI-enabled capabilities that simplify how employees access information, complete HR-related tasks, and interact with CPO services.

Responsibilities:

• Performs complex analytics, consulting, and process design tasks to support the successful delivery of Global Human Resources (GHR) products and programs
• Evaluates existing processes, technologies, and routines to drive process improvements
• Implements controls to mitigate and manage compliance and operational risk
• Manages a variety of routine to complex operational and strategic activities to ensure programs are executed accurately and effectively, while coaching and developing team members
• Partners with HR program functions on an ongoing basis to ensure processes meet design requirements
• Supports larger, complex initiatives by identifying solutions that meet business needs and priorities
• Serve as a liaison between CPO business teams and Technology to translate business needs into requirements for AI-enabled solutions

• Support the pilot, development, implementation, and enhancement of CPO agents using Microsoft Copilot Studio

• Manage product activities including requirements, user stories, backlog prioritization, testing, validation, and implementation readiness

• Coordinate product issues, defects, dependencies, and enhancements through resolution

• Support GenAI capabilities across Flagscape, HR Connect, and Erica for Employees, including content, employee support, and transaction enablement

• Partner with CPO process owners and cross-functional teams to integrate AI capabilities into business processes and employee experiences

• Analyze user feedback, adoption, and usage data to identify opportunities for improvement

• Support implementation, change readiness, documentation, and adoption of new AI capabilities

• Identify and manage risks, issues, and controls associated with AI and digital product delivery

• Identify opportunities to simplify processes and improve the end-user experience

Required Qualifications

• Minimum 3 years of Global Human Resources experience
• Strong written and verbal communication skills, with the ability to translate business needs into clear requirements and effectively communicate across business and technology teams
• Project management and/or product delivery experience, including supporting complex, cross-functional initiatives
• Demonstrated analytical and research skills, with the ability to evaluate business processes, identify gaps, define requirements, and recommend solutions
• Experience gathering and documenting business requirements and supporting testing, validation, and implementation activities
• Highly organized with strong attention to detail and accuracy
• Ability to manage multiple priorities, work with a sense of urgency, and drive issues through resolution
• Strong problem-solving and analytical capabilities
• Demonstrated employee experience mindset with a focus on simplifying processes and improving how employees access services
• Collaborative team player with the ability to build relationships and work effectively across functions
• Proactive self-starter with a continuous improvement mindset and willingness to learn and adopt emerging technologies
• Ability to work within a global team across time zones, including occasional weekends/holidays for system or project implementations
• Proficiency with Microsoft Office products, including Outlook, Excel, PowerPoint, and Word

Desired Qualifications

• Experience supporting AI, generative AI, automation, virtual assistant, or other emerging technology solutions
• Experience with Microsoft Copilot, Copilot Studio, or similar low-code/no-code AI development platforms
• Experience translating business processes and use cases into requirements for technology solutions
• Experience with agile product delivery, including defining requirements and user stories, backlog management, user acceptance testing, and validation
• Experience supporting technical product changes, system integrations, and/or data integrations
• Experience developing business process flows and identifying opportunities for automation and simplification
• Knowledge of content management, knowledge management, and/or digital employee experience platforms

• Experience supporting product implementation, change readiness, and user adoption

Skills:

• Analytical Thinking
• Critical Thinking
• Decision Making
• Payroll Management
• Process Management
• Business Operations Management
• Influence
• Problem Solving
• Quality Assurance
• Strategic Thinking
• Business Process Analysis
• Data Governance
• Executive Presence
• External Resource Management
• Policies, Procedures, and Guidelines Management
• Business Process Analysis
• Business Requirements Development
• Product Management
• Project Management
• Agile Methodology
• User Acceptance Testing
• Technology Integration
• Change Management
• Stakeholder Management
• Artificial Intelligence / Generative AI

Internal employees who are currently working from home are still eligible to apply. However, if selected for the role, you may be required to work onsite in accordance with the workplace excellence policy

Shift:

1st shift (United States of America)

Hours Per Week:

40

Pay Transparency details

US - NJ - Pennington - 1500 American Blvd - Hopewell Bldg 5 (NJ2150)Pay and benefits informationPay range$102,500.00 - $150,000.00 annualized salary, offers to be determined based on experience, education and skill set.Discretionary incentive eligibleThis 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.BenefitsThis 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.