Process Design Consultant II

📍 Job Overview

Job Title: Process Design Consultant II

Company: GHR

Location: Charlotte, North Carolina, United States

Job Type: FULL_TIME

Category: Process Design / Operational Excellence

Date Posted: 2025-06-09T00:00:00

Experience Level: 10+ Years

Remote Status: Hybrid

🎨 Role Summary

• Lead the analysis, documentation, and implementation of process improvement and transformation initiatives, with a strong focus on designing efficient and user-centered operational workflows.
• Drive change initiatives to achieve breakthrough efficiencies, enhance quality, boost productivity, and mitigate risk within complex business processes.
• Collaborate closely with business leaders and subject matter experts across integrated business and technology teams to ensure seamless execution of design solutions.
• Apply process engineering best practices and design thinking methodologies to establish a model for continuous process improvement and deliver reusable technology solutions.

🖼️ Primary Responsibilities

• Implement moderately complex design solutions to address process issues, mitigate risks, optimize efficiency, reduce variability, and improve controls, quality, and sustainability.
• Work directly with Line of Business partners and subject matter experts to gather information and design solutions that resolve critical business challenges and opportunities in client onboarding and activation.
• Establish and implement a model for continuous process improvement by applying process engineering best practices and delivering reusable technology-driven design solutions.
• Leverage analytics and critical thinking to solve complex business problems and translate issues into structured, design-oriented solutions with clearly defined business case benefits.
• Lead the development of enterprise change management deliverables for material projects, including process charters, SIPOC (Suppliers, Inputs, Outputs, and Customers), RACI (Responsible, Accountable, Consulted, and Informed) process maps, risk assessments, control plans, and related design artifacts.
• Lead subject matter experts from across the enterprise to assess, design, and deliver the end-to-end target state for digital client onboarding processes.
• Understand commercial banking front office, client boarding, product fulfillment, account setup, and AML operations to inform process design decisions.
• Develop and maintain future state process designs per the multi-generational plan and manage changes required to transition from current to future state.
• Define business requirements, hand off to integrated product and technology leads, and ensure solution and technical design meet target-state process outputs.
• Identify and manage change impact to upstream and downstream processes, including interdependencies required for successful implementation.
• Interface with lines of business and operations to ensure all process owners and stakeholders ratify plans of record, provide approvals, and coordinate applicable Single Process Inventories (SPI) activities.
• Support program sub-processes reliant on the process design function, such as ongoing product refinement, User Acceptance Testing (UAT), and enablement.
• Act as the project’s single point of contact interfacing to Process Owners for all impacted processes to ensure process design and maps are accurate.
• Responsible for prioritization and decision intake process, including assessment and submission to the program process lead for prioritization.

🎓 Skills & Qualifications

Education: While not explicitly stated, a Bachelor's or Master's degree in Business Process Management, Industrial Engineering, Operations Research, Business Administration, or a related field is typically expected for a role at this level with a focus on process reengineering and design within a financial institution. Relevant certifications in process improvement methodologies are highly valued.

Experience: At least 8 years of proven experience in process reengineering, process improvement, or process design with a demonstrable track record of delivering quantifiable business results. Experience working within the financial services industry, particularly in commercial banking operations or client onboarding, is highly beneficial. A portfolio demonstrating successful process transformation projects and the methodologies used is a strong asset.

Required Skills:

• Process Reengineering/Improvement/Design (8+ years experience)
• Change Management
• Continuous Improvement methodologies
• Process Simplification
• Business Process Analysis and Modeling
• Critical Thinking and Problem-Solving
• Process Performance Measurement and Reporting
• Program Management and Project Execution
• Strategic Thinking and Planning
• Conflict Management and Resolution
• Decision Making (data-driven)
• Process Effectiveness Analysis
• Scenario Planning and Analysis
• Excellent attention to detail and commitment to excellence
• Strong collaboration and partnership skills
• Effective influence and communication skills (verbal and written)

Preferred Skills:

• Global Ops Process Management/Ownership Certification
• Six Sigma Black Belt or Master Black Belt certification (or equivalent process improvement certification)
• Risk management expertise related to process control environments
• Ability to navigate ambiguity ("manage the gray")
• Experience in commercial banking front office or operations (BB, GCB, GCIB)
• Familiarity with AML operations and fulfillment/servicing operations
• Experience with digital client onboarding processes

🎨 Portfolio & Creative Requirements

Portfolio Essentials:

• While a traditional visual design portfolio is not required, candidates should be prepared to present a "Process Portfolio" or case studies detailing successful process reengineering or improvement projects.
• Case studies should clearly articulate the business problem, the current state process, the designed future state process, the methodology used, challenges encountered, and the quantifiable business results achieved (e.g., cost savings, efficiency gains, risk reduction, improved cycle time).
• Include examples of process maps (SIPOC, value stream maps, swimlane diagrams), data analysis used to identify bottlenecks, and documented change management plans.
• Be prepared to discuss the design rationale behind your process solutions and how they addressed user needs (internal stakeholders, clients).

Process Documentation:

• Demonstrate proficiency in documenting research and discovery findings related to current state processes, including pain points, root causes, and stakeholder feedback.
• Show examples of documentation detailing ideation and iteration methods used for designing future state processes, including brainstorming techniques, prototyping (of workflows), and design reviews.
• Present documentation illustrating validation and testing approaches for new processes, such as pilot programs, user acceptance testing (UAT) plans for process changes, and post-implementation monitoring strategies.

💵 Compensation & Benefits

Salary Range: $108,000.00 - $154,600.00 annualized salary.

Benefits:

• Industry-Leading Benefits (details not specified, but typically include health insurance, dental, vision, life insurance, disability)
• Access to Paid Time Off (PTO)
• Resources and Support (likely includes employee assistance programs, wellness initiatives, professional development resources)
• Discretionary Incentive Eligibility (Annual bonus based on individual, line of business, and company performance)
• Potential for Managerial Responsibilities (and associated compensation/benefits)

Working Hours: 40 hours per week, typically 1st shift (standard business hours), with potential for flexibility based on project needs and team agreements, especially in a hybrid model.

🎯Team & Company Context

🏢 Company & Design Culture

Industry: Financial Services (Banking)

Company Size: GHR's LinkedIn profile indicates 51-200 employees, but the job description mentions "Bank of America" and its size/culture statements. This suggests GHR is likely a recruiting or staffing partner for Bank of America, or a smaller internal division. Assuming this role is within Bank of America, it is a very large financial institution with over 200,000 employees.

Founded: Bank of America has a long history, with roots tracing back to 1904. GHR's founding date is not provided.

Team Structure:

• The role is part of the Client Onboarding & Activation Transformation (COAT) team.
• The candidate will lead Subject Matter Experts (SMEs) from across the enterprise and multiple Single Process Inventories (SPIs).
• Reports to a Program Process Lead and collaborates with Workstream leaders.
• Interfaces with integrated product and technology leads.
• Partners with project and enablement leads.
• May have direct managerial responsibilities for other associates.

Methodology:

• Strong emphasis on process engineering best practices.
• Leveraging analytics and critical thinking for problem-solving.
• Utilizing formal change management methodologies (implied by deliverables like SIPOC, RACI, risk assessments).
• Focus on continuous process improvement.
• Likely utilizes methodologies common in large organizations for process transformation, potentially drawing from Lean, Six Sigma, or Agile principles adapted for process work.

Company Website: https://ghr.wd1.myworkdayjobs.com/US-EMPLSV/job/Charlotte/Process-Design-Consultant-II_25024028 (Link to the specific job posting)

📈 Career & Growth Analysis

Design Career Level: This role is designated as "Consultant II" and requires at least 8 years of experience, indicating a senior-level individual contributor or a lead role with potential managerial responsibilities. The scope involves leading complex process transformation initiatives across multiple business units.

Reporting Structure: Reports to a Program Process Lead and works closely with other workstream leaders, product leads, and technology leads. Potential to manage other associates.

Design Impact: The role has significant impact on improving operational efficiency, reducing risk, and enhancing the digital client onboarding experience, directly contributing to the bank's Operational Excellence objectives and client satisfaction.

Growth Opportunities:

• Advancement to a higher-level Process Design or Process Management role (e.g., Consultant III, Manager, Director).
• Opportunity to take on formal managerial responsibilities if not already part of the role.
• Specialization in specific process improvement methodologies or domains (e.g., Six Sigma Master Black Belt, specific banking operations processes).
• Increased scope and complexity of process transformation projects.
• Potential for movement into related fields like program management, operational risk, or consulting within the financial services industry.

🌐 Work Environment

Studio Type: Corporate Office Environment

Office Location(s): Charlotte, North Carolina; Plano, Texas; Fort Worth, Texas; Newark, New Jersey; Greensboro, North Carolina. The primary listed location is Charlotte, NC.

Design Workspace Context:

• Hybrid work model, requiring specific in-office attendance with some flexibility. This likely means a mix of dedicated desk space and collaborative meeting rooms.
• Emphasis on collaboration across integrated business and technology teams, suggesting meeting rooms and tools designed for remote and in-person interaction.
• Access to standard corporate office amenities and technology infrastructure.

Work Schedule: 40 hours per week, 1st shift. The hybrid model suggests some flexibility in structuring the work week around required office days and team collaboration needs.

📄 Application & Portfolio Review Process

Design Interview Process:

• Initial screening call (likely with a recruiter) to discuss experience and fit. Prepare to articulate your process reengineering background and specific project examples.
• Interviews with the hiring manager and potentially team members or stakeholders. Be prepared to discuss your methodologies, problem-solving approach, and collaboration style.
• Potential for a case study or process design challenge. This could involve analyzing a hypothetical process problem or presenting a solution for a provided scenario.
• Presentation of your "Process Portfolio" or selected case studies detailing your project work, methodology, and results.
• Final interviews focusing on cultural fit, leadership potential (if applicable), and strategic thinking.

Portfolio Review Tips:

• Structure your portfolio (or case study presentation) around the STAR method (Situation, Task, Action, Result) for each project.
• Clearly define the problem you were trying to solve and the objectives of the process design or improvement initiative.
• Showcase your analytical skills by presenting data or insights that informed your process design decisions.
• Detail the specific methodologies (e.g., Lean, Six Sigma, value stream mapping) and tools you used.
• Highlight how your process design addressed stakeholder needs and improved the user experience (even for internal users).
• Quantify the results of your work whenever possible (e.g., % reduction in cycle time, $ saved, % improvement in quality).
• Be prepared to discuss challenges you faced and how you overcame them.

Challenge Preparation:

• Review common process analysis techniques (value stream mapping, root cause analysis, bottleneck identification).
• Practice articulating your thought process for approaching a process problem.
• Be prepared to sketch or diagram process flows during the interview or challenge.
• Consider how you would gather requirements and collaborate with stakeholders in a hypothetical scenario.
• Practice presenting complex information clearly and concisely.

ATS Keywords: Business Process Analysis, Process Improvement, Process Design, Process Reengineering, Operational Excellence, Change Management, Continuous Improvement, Lean, Six Sigma, Value Stream Mapping, SIPOC, RACI, Program Management, Project Management, Stakeholder Management, Financial Services, Banking Operations, Client Onboarding, AML Operations, Requirements Gathering, Process Mapping, Workflow Design, Efficiency, Productivity, Risk Mitigation, Controls, Quality, Strategic Thinking, Critical Thinking, Problem Solving, Collaboration, Communication, Leadership (if applicable), Data Analysis, Reporting, Scenario Planning, UAT, Enablement.

🛠 Tools & Technology Stack

Primary Design Tools:

• Process Mapping Software (e.g., Visio, Lucidchart, Aris, Blueworks Live) - Used for creating and maintaining detailed process maps and workflows. Proficiency in at least one industry-standard tool is expected.
• Data Analysis Tools (e.g., Excel, Minitab, specialized statistical software) - Used for analyzing process data, identifying trends, and quantifying improvement opportunities.
• Presentation Software (e.g., PowerPoint, Google Slides) - Essential for creating clear and compelling presentations of process analysis, proposed designs, and project results.

Collaboration & Handoff:

• Collaboration Platforms (e.g., Microsoft Teams, Slack, Zoom) - For interacting with cross-functional teams and remote colleagues.
• Project Management Tools (e.g., Jira, Asana, Microsoft Project) - Likely used for tracking process improvement initiatives and coordinating tasks.
• Documentation Repositories (e.g., SharePoint, Confluence) - For storing process documentation, requirements, and project artifacts.

Research & Testing:

• Survey Tools (e.g., Qualtrics, SurveyMonkey) - Potentially used for gathering feedback on current processes or proposed changes.
• User Testing Tools (less relevant for this specific role, but understanding the principles of UAT for process changes is key) - Tools used for managing UAT cycles and defect tracking may be relevant.
• Analytics Platforms (e.g., internal banking systems, business intelligence tools) - For accessing and analyzing operational data to measure process performance and identify areas for improvement.

👥 Team Culture & Values

Design Values:

• Operational Excellence: A core value highlighted in the job description, emphasizing efficiency, quality, and risk mitigation in processes.
• Continuous Improvement: A commitment to ongoing analysis, refinement, and transformation of processes.
• Collaboration: Working effectively across different lines of business, technology teams, and subject matter experts.
• Data-Driven Decision Making: Relying on analytics and critical thinking to inform process design and improvement choices.

Collaboration Style:

• Highly collaborative, requiring frequent interaction with stakeholders at various levels across the organization.
• Emphasis on working effectively in a matrix environment, influencing without direct authority.
• Likely involves formal meetings, workshops, and potentially informal interactions to gather information and build consensus on process changes.
• Requires strong communication skills to articulate complex process concepts and gain buy-in from diverse teams.

⚡ Challenges & Growth Opportunities

Design Challenges:

• Navigating complexity: Working within a large financial institution with intricate processes and multiple interconnected systems. Requires strong analytical skills to untangle complex workflows.
• Managing change: Implementing significant process transformations requires effectively managing resistance to change across various teams and stakeholders. Strong change management skills are crucial.
• Gaining consensus: Aligning diverse groups with different priorities and perspectives on target state processes and required changes. Requires strong influencing and negotiation skills.
• Balancing competing priorities: Juggling multiple process improvement initiatives simultaneously and prioritizing based on business impact and resource availability.

Learning & Development Opportunities:

• Deepening expertise in specific process improvement methodologies (e.g., obtaining Six Sigma certification).
• Gaining in-depth knowledge of financial services operations and regulations, particularly in client onboarding and AML.
• Developing leadership and managerial skills through potential direct reports and leading cross-functional teams.
• Expanding program management capabilities by overseeing larger and more complex process transformation initiatives.
• Staying updated on emerging process automation technologies (e.g., RPA, AI) and their potential application in financial services.

💡 Interview Preparation

Design Process Questions:

• "Describe a complex process you reengineered. Walk me through your approach from initial analysis to post-implementation review." Prepare a detailed case study using the STAR method, highlighting your methodology and quantifiable results.
• "How do you identify bottlenecks and inefficiencies in a process?" Discuss your analytical techniques, use of data, and stakeholder engagement methods.
• "How do you ensure a newly designed process is adopted and sustainable?" Describe your change management strategies, training approaches, and monitoring plans.
• "Tell me about a time you had to gain buy-in for a process change from resistant stakeholders. How did you approach it?" Focus on your communication, influencing, and negotiation skills.

Company Culture Questions:

• "Based on your understanding of Bank of America and this role, how do you see process design contributing to Operational Excellence?" Research the company's strategic priorities related to efficiency and client experience.
• "How do you approach collaboration with cross-functional teams, particularly technology and business stakeholders?" Provide examples of successful collaboration in past projects.
• "Describe a situation where you had to 'manage the gray' or navigate ambiguity in a project." Showcase your ability to work effectively in less-than-ideal circumstances.

Portfolio Presentation Strategy:

• Select 2-3 of your most impactful process transformation projects to present as case studies.
• For each case study, clearly articulate the problem, your role, the methodology used, the designed solution, and the quantifiable results.
• Use visual aids like simplified process maps or diagrams to illustrate your points.
• Focus on the "why" behind your design decisions and how they addressed the root cause of the problem.
• Practice your presentation to ensure it flows logically and stays within the allotted time. Be prepared for questions and be able to discuss the details of your work.

📌 Application Steps

To apply for this design position:

• Submit your application through this link.
• Prepare your resume by highlighting your process reengineering, improvement, and design experience, focusing on quantifiable results and relevant methodologies (Lean, Six Sigma, etc.). Optimize your resume with ATS keywords mentioned above.
• Develop or refine your "Process Portfolio" or prepare detailed case studies of your most significant process transformation projects. Focus on the problem, methodology, solution, and results.
• Research Bank of America's operational excellence initiatives, client onboarding processes (if publicly available), and company values to tailor your application and prepare for interviews.
• Practice articulating your process design approach, problem-solving skills, and collaboration style, using examples from your past experience.