Process Design Consultant II

📍 Job Overview

Job Title: Process Design Consultant II

Company: Bank of America

Location: Charlotte, NC (with flexibility for other listed locations)

Job Type: Full-time

Category: Operations / Process Improvement / Consulting

Date Posted: September 11, 2026

Experience Level: Mid-Senior Level (Implied 5-10 years)

Remote Status: Hybrid

🚀 Role Summary

• This role is accountable for the strategic design, improvement, and execution of complex processes within Bank of America's Consumer Lending division, focusing on achieving breakthrough productivity, customer satisfaction, and continuous process improvements.

• The position requires a strong background in process design, project management, and financial analysis, with a proven ability to analyze intricate business issues and implement effective, technology-driven solutions.

• Incumbents will play a critical role in driving operational excellence by leading change initiatives that mitigate risk, enhance efficiency, and ensure compliance with evolving regulatory policies.

• Success in this role hinges on strong stakeholder management, executive presence, and the ability to influence senior leadership within a matrixed organizational structure.

📝 Enhancement Note: The "Process Design Consultant II" title, coupled with the responsibilities involving strategic goals, breakthrough improvements, and managing/developing associates, suggests a mid-to-senior level role. The explicit mention of "5+ years of Process Design and Project Management experience" in the desired qualifications further supports this. The hybrid work arrangement is inferred from Bank of America's stated commitment to an "in-office culture" while providing "an appropriate level of flexibility," indicating a blend of on-site and remote work.

📈 Primary Responsibilities

• Analyze Consumer Lending processes (including 1st Mortgage and Home Equity credit, processing, underwriting, and closing) and audit results to identify and implement highly complex solutions for issue resolution, control implementation, and efficiency improvements.

• Lead the analysis, requirement gathering, and implementation of highly complex technology-based projects to enhance operational effectiveness and customer satisfaction.

• Develop and manage highly complex project plans for initiatives designed to meet evolving compliance and risk policies, ensuring seamless integration with existing business operations.

• Execute on change initiatives that deliver breakthrough cost efficiencies, quality improvements, enhanced productivity, and robust risk mitigation strategies.

• Collaborate closely with business leaders, subject matter experts, and cross-functional teams (including technology) to ensure transparency, drive execution of solutions, and achieve defined objectives within budget and timeline.

• Champion operational excellence by establishing and implementing models for continuous process improvement, leveraging process engineering best practices and delivering reusable technology solutions.

• Utilize advanced analytics and critical thinking to translate complex business problems into structured, design-oriented solutions with clearly defined business case benefits.

• Lead the development of enterprise change management deliverables, including project charters, SIPOC diagrams, RACI matrices, risk assessments, and control plans.

📝 Enhancement Note: The responsibilities clearly indicate a focus on strategic process improvement within a regulated financial environment. The mention of specific areas like "1st Mortgage and Home Equity credit, processing, underwriting, and closing" and the need to "meet evolving compliance and risk policy" are critical for operations professionals to understand the domain. The emphasis on "breakthrough productivity," "cost efficiencies," and "risk mitigation" aligns with typical GTM and RevOps objectives, even if the direct sales function is not the primary focus.

🎓 Skills & Qualifications

Education: While not explicitly stated, a Bachelor's degree in Business Administration, Operations Management, Engineering, Finance, or a related field is typically expected for a Consultant II role at this level within a large financial institution. Advanced degrees or relevant certifications would be advantageous.

Experience:

• Direct Consumer Lending front-line unit or control function experience is a mandatory requirement.

• A strong foundation in Process Design principles and Project Management methodologies is essential.

• Demonstrated success in navigating and performing effectively within a matrixed organization is crucial.

• A minimum of 5 years of dedicated Process Design and Project Management experience is desired.

• Experience in 1st mortgage and/or home equity credit, processing, underwriting, and closing is highly preferred.

• Issues Management experience is also a desirable qualification. Required Skills:

• Process Design: Ability to map, analyze, and redesign complex business processes to improve efficiency, reduce costs, and enhance quality.

• Project Management: Proven ability to plan, execute, and close projects, managing scope, timelines, resources, and budgets effectively.

• Consumer Lending Domain Expertise: Deep understanding of the processes, regulations, and operational nuances within consumer lending, particularly mortgage and home equity.

• Problem Analysis & Solution Design: Skill in identifying root causes of issues and developing practical, effective, and often technology-enabled solutions.

• Financial Analysis Skills: Ability to build business cases, analyze financial impacts of process changes, and assess ROI for proposed initiatives.

• Presentation Skills: Articulate and persuasive communication, capable of presenting complex information clearly to various audiences, including executive participants.

• Executive Presence & Leadership: Ability to lead meetings, influence senior leadership, and command respect in high-stakes discussions.

• Analytical & Problem-Solving Skills: Strong quantitative and qualitative analytical capabilities to tackle complex business challenges.

• Business Judgment: Sound decision-making ability, particularly regarding risk/reward trade-offs.

• Change Management: Experience in planning and executing organizational change initiatives, managing resistance, and ensuring adoption of new processes.

• Stakeholder Management: Ability to build and maintain effective relationships with diverse stakeholders across business units and control functions.

Preferred Skills:

• Holds established, effective stakeholder relationships with Consumer Lending front-line units or key control partners.

• Experience in implementing enterprise change management deliverables (e.g., SIPOC, RACI).

• Familiarity with process engineering best practices and reusable technology solutions.

• Critical Thinking and Strategic Thinking capabilities.

• Conflict Management and Decision Making proficiency.

• Process Performance Measurement and Process Effectiveness expertise.

• Scenario Planning and Analysis experience.

📝 Enhancement Note: The emphasis on "Direct Consumer Lending front line unit or control function experience" is a critical qualifier that signals the need for practical, hands-on knowledge of the financial services operational environment, rather than purely theoretical consulting skills. The inclusion of "Executive presence" and "ability to influence senior leadership" highlights the strategic impact and stakeholder engagement expected.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Process Documentation Samples: Provide examples of detailed process maps (e.g., SIPOC, flowcharts), ideally showcasing improvements made.

• Project Management Deliverables: Showcase examples of project plans, risk assessments, or change management artifacts developed for complex initiatives.

• Business Case Development: Include a sample business case or analysis demonstrating the financial justification for a process improvement, highlighting ROI and benefits.

• Solution Design Documentation: Present documentation illustrating how complex problems were analyzed and translated into actionable, technology-supported solutions.

• Metrics & Performance Measurement: Demonstrate how you have defined, tracked, and reported on key performance indicators (KPIs) for process improvements.

Process Documentation:

• Workflow Design & Optimization: Showcase examples of how you have mapped existing processes, identified bottlenecks, and designed optimized future-state workflows.

• Implementation & Automation: Provide evidence of successfully implementing new processes or technology solutions, detailing the approach and challenges overcome.

• Measurement & Performance Analysis: Demonstrate your ability to establish metrics, collect data, analyze performance trends, and report on the impact of implemented changes.

📝 Enhancement Note: For a role like this, a portfolio is crucial. Candidates should prepare to showcase tangible examples of their work. This includes not just the "what" but the "how" – demonstrating analytical rigor, strategic thinking, and measurable impact. The emphasis on "enterprise change management deliverables" like SIPOC and RACI maps suggests that candidates who can clearly articulate these frameworks and their application will be highly valued.

💵 Compensation & Benefits

Salary Range: $113,600 - $151,400 annually

Explanation of Range: This salary range is competitive for a Process Design Consultant II role within a major financial institution like Bank of America, particularly in high-cost-of-living areas like Charlotte, NC. The range reflects the required experience level (implied 5-10 years), specialized domain knowledge (Consumer Lending), and the strategic impact of the role in driving operational efficiency and risk management. Offers will be determined based on a candidate's specific experience, education, skills, and the geographic location of employment.

Benefits:

• Health Insurance: Comprehensive health coverage options.

• Paid Time Off: Generous paid time off for rest and rejuvenation.

• Financial Wellness Support: Resources and programs to support employees' financial well-being.

• Physical Wellness Support: Initiatives and resources promoting physical health.

• Emotional Wellness Support: Programs and resources dedicated to mental and emotional well-being.

• Discretionary Incentive Plan: Eligibility for an annual discretionary award based on individual, team, and company performance.

• Career Development Resources: Access to learning, growth, and advancement opportunities within the organization.

Working Hours: 40 hours per week. The role is designated as 1st shift.

📝 Enhancement Note: The salary range provided is within industry standards for a mid-to-senior level consultant in the financial services sector. The inclusion of a "Discretionary incentive eligible" component is common in financial institutions and aligns with performance-driven cultures. The broad range of wellness support highlights Bank of America's commitment to employee well-being, which is a significant differentiator for operations professionals who often face high-pressure environments.

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Services (Banking and Investment)

Company Size: Bank of America is a global financial services corporation with hundreds of thousands of employees worldwide, making it a very large enterprise. This scale implies complex organizational structures, extensive resources, and established processes.

Founded: 1998 (through the merger of BankAmerica and NationsBank, with roots tracing back to 1874). This long history signifies stability, deep industry knowledge, and a culture that has evolved over time.

Team Structure:

• Operations Focus: This role sits within the Consumer Lending division, specifically supporting areas like 1st Mortgage and Home Equity. The operations team likely comprises specialists in credit, processing, underwriting, closing, risk, compliance, and technology.

• Reporting: The "Consultant II" title and the mention of managing associates suggest a position that reports to a manager or director and may have direct reports. The role operates within a matrixed structure, requiring collaboration across various business units and control functions.

• Cross-Functional Collaboration: The role necessitates close collaboration with front-line unit partners, control functions, technology teams, and senior leadership to identify issues, design solutions, and drive implementation.

Methodology:

• Data-Driven Decision Making: Emphasis is placed on using data analysis and critical thinking to solve problems and inform strategy.

• Process Engineering & Continuous Improvement: The core of the role involves applying best practices in process engineering to achieve ongoing enhancements in efficiency, quality, and risk management.

• Strategic Implementation: Focus is on executing change initiatives that align with long-term strategic goals and deliver measurable business outcomes.

Company Website: https://www.bankofamerica.com/

📝 Enhancement Note: Bank of America's stated commitment to "Responsible Growth" and being a "Great Place to Work" suggests a culture that balances performance with employee well-being and ethical practices. For operations professionals, this implies a structured environment that values efficiency, risk management, and collaboration. The company's size means established career paths and opportunities for specialization.

📈 Career & Growth Analysis

Operations Career Level: Process Design Consultant II represents a mid-to-senior level individual contributor or a first-level management role within the operations and process improvement function. This level is characterized by the ability to independently manage complex projects, influence stakeholders, and contribute to strategic initiatives. It bridges the gap between executing defined processes and shaping future operational strategies.

Reporting Structure: The role typically reports to a Process Design Manager or Director, who oversees a team of consultants and analysts. The consultant will work closely with business leaders, subject matter experts, and technology partners, often operating independently on assigned projects. If managing associates, the reporting structure would involve overseeing their work and development.

Operations Impact: This role directly impacts the efficiency, effectiveness, and risk profile of critical Consumer Lending operations. By optimizing processes, implementing technology solutions, and ensuring compliance, the consultant contributes to:

• Reduced operational costs and improved profitability.

• Enhanced customer experience and satisfaction.

• Strengthened risk management and compliance adherence, safeguarding the company from regulatory penalties and reputational damage.

• Increased productivity and throughput within lending operations. Growth Opportunities:

• Specialization: Advance into senior consulting roles focusing on specific lending products (e.g., Senior Process Design Consultant, Mortgage Operations Specialist) or advanced methodologies (e.g., Lean Six Sigma Master Black Belt).

• Leadership: Transition into management roles, leading teams of process consultants, project managers, or operational units within Consumer Lending or other divisions.

• Strategic Roles: Move into strategic planning, operational excellence leadership, or program management roles, shaping the broader operational strategy for the bank.

• Cross-Functional Mobility: Leverage expertise to move into roles within risk management, compliance, business development, or product management within the financial services industry.

📝 Enhancement Note: The growth trajectory for a Process Design Consultant at a large institution like Bank of America is typically well-defined. The emphasis on "managing, training, and developing associates" if applicable, indicates a potential pathway into people management. The ability to gain deep domain expertise in complex financial products like mortgages also opens doors to specialized operational leadership roles.

🌐 Work Environment

Office Type: Bank of America emphasizes an "in-office culture" that supports collaboration, engagement, and career development, while providing "an appropriate level of flexibility." This suggests a hybrid work model where a significant portion of the work is conducted on-site, with potential for remote work days depending on role responsibilities and business needs. The specific office locations listed (Charlotte, NC; Hunt Valley, MD; Fort Worth, TX; Chandler, AZ; Riverside, CA; Pennington, NJ; Jacksonville, FL) indicate major operational hubs.

Office Location(s):

• Charlotte, NC (Primary)

• Hunt Valley, MD

• Fort Worth, TX

• Chandler, AZ

• Riverside, CA

• Pennington, NJ

• Jacksonville, FL Workspace Context:

• Collaborative Environment: The office setting is designed to foster teamwork, brainstorming, and direct interaction with colleagues, managers, and stakeholders. This is crucial for complex problem-solving and process design.

• Operations Tools & Technology: Employees will have access to Bank of America's standard suite of productivity, communication, and specialized financial services software. This includes tools for process mapping, project management, data analysis, and CRM.

• Team Interaction: Opportunities for regular engagement with the immediate operations team, cross-functional partners, and leadership are integral to the work environment. This facilitates knowledge sharing and alignment on critical initiatives.

Work Schedule: The standard work schedule is 40 hours per week, typically during the 1st shift (daytime hours). While the role is hybrid, adherence to core business hours is expected to facilitate collaboration and timely communication with colleagues and stakeholders across different time zones.

📝 Enhancement Note: The explicit mention of "in-office culture" balanced with "flexibility" is key. Operations professionals should expect to be in the office for critical meetings, collaborative sessions, and team-building activities, with the possibility of remote work on other days. This hybrid model is common in large financial institutions aiming to balance productivity with employee well-being and collaboration.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A recruiter or HR representative will likely conduct an initial phone screen to assess basic qualifications, interest, and cultural fit.

• Hiring Manager Interview: A detailed discussion with the hiring manager focusing on experience, skills, and alignment with the role's responsibilities, particularly regarding Consumer Lending and process design.

• Technical/Case Study Interview: Expect a case study or a technical assessment designed to evaluate your problem-solving abilities, process analysis skills, and ability to develop solutions for complex business challenges. This may involve presenting a process improvement scenario.

• Panel Interview: Interviews with key stakeholders, team members, and potentially senior leaders. This assesses collaboration style, executive presence, and ability to influence.

• Final Decision: Based on all interview feedback and candidate qualifications.

Portfolio Review Tips:

• Structure Your Case Studies: For each project in your portfolio, clearly outline the problem, your approach (methodology, tools used), the solution implemented, and the measurable results (e.g., cost savings, efficiency gains, risk reduction). Quantify impact wherever possible.

• Highlight Consumer Lending Experience: If you have direct experience in mortgage or home equity, ensure these examples are prominent. Showcase your understanding of compliance and regulatory requirements.

• Demonstrate Process Mapping Skills: Include clear, well-annotated process maps (SIPOC, flowcharts, RACI) that illustrate your ability to document and analyze complex workflows.

• Showcase Financial Acumen: Present examples of business cases or financial analyses that justified your process improvement initiatives.

• Tailor to the Role: Emphasize projects that align with the responsibilities of a Process Design Consultant II, focusing on strategic impact, technology integration, and risk mitigation.

Challenge Preparation:

• Process Improvement Scenarios: Be prepared to analyze a hypothetical business process, identify inefficiencies, and propose a structured plan for improvement, including potential technology solutions and change management considerations.

• Stakeholder Management: Practice articulating how you would approach gaining buy-in from various stakeholders (e.g., front-line staff, senior executives, technology teams) for a proposed change.

• Financial Justification: Be ready to defend the financial benefits of your proposed solutions, referencing ROI calculations or key financial metrics.

• Risk & Compliance: Understand how to integrate risk mitigation and compliance requirements into process design.

📝 Enhancement Note: The interview process at a large financial institution like Bank of America is typically structured and rigorous. Candidates should anticipate behavioral questions, technical assessments, and a strong emphasis on demonstrating quantifiable results and strategic thinking. Preparing a portfolio that clearly articulates process improvements and their business impact is critical for success.

🛠 Tools & Technology Stack

Primary Tools:

• Process Mapping Software: Proficiency in tools like Visio, Lucidchart, or similar platforms for creating detailed process flows, SIPOC diagrams, and RACI matrices.

• Project Management Software: Experience with tools such as Microsoft Project, Jira, Asana, or similar for planning, tracking, and managing project timelines and resources.

• Microsoft Office Suite: Advanced proficiency in Excel (for financial analysis, data manipulation, reporting), PowerPoint (for presentations, executive summaries), and Word (for documentation).

Analytics & Reporting:

• Data Analysis Tools: Familiarity with tools for data extraction, manipulation, and analysis. While not explicitly stated, experience with SQL or business intelligence tools (e.g., Tableau, Power BI) would be beneficial for analyzing process performance data.

• Reporting Dashboards: Ability to create clear, concise reports and dashboards to communicate process performance, project status, and business case benefits to stakeholders.

CRM & Automation:

• CRM Systems: While not a primary sales role, understanding how CRM systems (e.g., Salesforce, internal Bank of America systems) store customer and process data is valuable for context.

• Automation Tools: Awareness of automation concepts and tools (e.g., RPA - Robotic Process Automation, workflow automation platforms) as they apply to process improvement is a plus, especially for implementing technology-based solutions.

• Internal Bank Systems: Expect to work with proprietary Bank of America systems for lending, risk management, and compliance.

📝 Enhancement Note: The specific mention of "technology-based projects" and "reusable technology solutions" indicates that familiarity with technology implementation and integration is key. While specific software names aren't always listed, an understanding of the functionality of process mapping, project management, and data analysis tools is essential. Candidates should be prepared to discuss how they leverage technology to drive process improvements.

👥 Team Culture & Values

Operations Values:

• Responsible Growth: A core tenet for Bank of America, emphasizing ethical business practices, sustainable development, and long-term value creation. Operations professionals are expected to contribute to this by ensuring efficient, compliant, and customer-centric processes.

• Data-Based Decision Making: A strong reliance on analytics and data to inform strategic choices, measure performance, and identify areas for improvement. Operations professionals must be comfortable with data analysis and interpretation.

• Operational Excellence: A continuous pursuit of efficiency, quality, and effectiveness in all processes. This involves embracing best practices, seeking innovation, and actively driving improvements.

• Customer Focus: Ensuring that process designs and improvements ultimately benefit the customer, enhancing their experience and satisfaction with Bank of America's services.

• Risk Management & Control: A deeply ingrained culture of identifying, assessing, and mitigating risks to protect the company, its customers, and its reputation.

Collaboration Style:

• Cross-Functional Integration: Operations is not siloed; expect to work closely with various departments, including front-line staff, product management, technology, risk, compliance, and finance.

• Process Review & Feedback: A culture that encourages open feedback on processes and solutions, fostering a collaborative environment for refinement and improvement.

• Knowledge Sharing: Emphasis on sharing best practices, lessons learned, and insights across teams to promote collective growth and efficiency.

• Structured Communication: While collaborative, communication channels and reporting structures are well-defined, ensuring clarity and accountability.

📝 Enhancement Note: Bank of America's culture emphasizes professionalism, accountability, and a commitment to its core values. For operations roles, this translates to a focus on accuracy, efficiency, compliance, and a proactive approach to problem-solving. Candidates who can demonstrate alignment with these values will be highly regarded.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating a Large Matrixed Organization: Balancing competing priorities, influencing diverse stakeholders, and driving consensus in a large, complex enterprise can be challenging.

• Implementing Change in a Regulated Environment: Introducing new processes or technologies requires meticulous planning to ensure compliance with stringent financial regulations and internal controls.

• Managing Legacy Systems & Processes: Integrating new solutions with existing, potentially outdated, systems and processes can present technical and operational hurdles.

• Quantifying ROI for Process Improvements: Clearly demonstrating the financial and operational benefits of process changes, especially intangible ones, can require robust data analysis and compelling business cases.

Learning & Development Opportunities:

• Advanced Process Methodologies: Opportunities to deepen expertise in Lean, Six Sigma, Agile, and other process improvement frameworks through training and certification.

• Financial Services Domain Expertise: Gaining in-depth knowledge of various consumer lending products, regulatory landscapes, and operational intricacies within the banking sector.

• Technology Adoption: Exposure to and potential involvement in implementing new technologies like RPA, AI-driven analytics, and advanced workflow automation tools.

• Leadership Development: Access to leadership training programs, mentorship opportunities, and potential for advancement into management or strategic roles within the bank.

• Industry Conferences & Networking: Opportunities to attend relevant industry events to stay abreast of best practices and emerging trends in operations and financial services.

📝 Enhancement Note: The challenges highlight the complexities inherent in large financial institutions, requiring adaptability and strong interpersonal skills. The growth opportunities underscore Bank of America's investment in employee development, providing clear pathways for operations professionals to expand their skill sets and advance their careers.

💡 Interview Preparation

Strategy Questions:

• "Describe a complex process you redesigned. What was the problem, your approach, the solution, and the measurable outcome?" (Focus on showcasing your process design methodology, analytical skills, and ability to quantify impact, ideally within a financial services context.)

• "How would you approach gaining buy-in from senior leadership for a significant process change that requires substantial investment?" (Demonstrate your understanding of stakeholder management, executive communication, and business case development.)

• "Walk me through a time you had to implement a solution that faced resistance. How did you overcome it, and what was the result?" (Highlight your change management skills, conflict resolution abilities, and persistence.)

• "How do you ensure compliance and risk mitigation are integrated into your process designs?" (Show your understanding of regulatory environments and proactive risk assessment.) Company & Culture Questions:

• "Why Bank of America, and why this role specifically?" (Research Bank of America's values, recent initiatives in consumer lending, and connect them to your career goals and the role's impact.)

• "How do you align your work with the company's 'Responsible Growth' strategy?" (Demonstrate an understanding of ethical business practices and sustainable growth.)

• "Describe your experience working in a matrixed organization. How do you manage multiple priorities and stakeholders?" (Provide specific examples of effective cross-functional collaboration.) Portfolio Presentation Strategy:

• Concise Storytelling: For each portfolio example, present a clear narrative: the challenge, your analytical approach, the implemented solution, and the quantifiable business impact.

• Visual Aids: Use clear, professional process maps and charts to illustrate your points. Ensure they are easy to understand quickly.

• Focus on Impact: Emphasize the "so what?" – how did your work contribute to cost savings, efficiency gains, risk reduction, or improved customer satisfaction?

• Be Ready for Deep Dives: Anticipate questions about specific methodologies, tools used, and the rationale behind your decisions.

• Tailor to the Role: Highlight projects that best demonstrate your skills in consumer lending, process design, project management, and influencing stakeholders.

📝 Enhancement Note: Interview preparation for this role should focus on demonstrating a blend of technical process expertise, strategic thinking, financial acumen, and strong leadership/communication skills. Candidates should be ready to articulate their methodologies and showcase tangible results through their portfolio.

📌 Application Steps

To apply for this operations position:

• Submit your application through the provided Workday link.

• Portfolio Customization: Curate your portfolio to highlight 2-3 key projects that best exemplify your process design, project management, and analytical skills, particularly those related to financial services or complex operational environments. Ensure each project clearly articulates the problem, your solution, and measurable results.

• Resume Optimization: Tailor your resume to emphasize keywords from the job description such as "Process Design," "Project Management," "Consumer Lending," "Operational Excellence," "Change Management," and "Financial Analysis." Quantify your achievements with specific metrics.

• Interview Preparation: Practice articulating your experience using the STAR method (Situation, Task, Action, Result) for behavioral questions. Prepare a concise overview of your most impactful projects for portfolio presentation and be ready to discuss your approach to common process improvement challenges.

• Company Research: Thoroughly research Bank of America's current strategic priorities, its role in the financial services industry, and its stated values. Understand the Consumer Lending division's objectives and any recent news or developments relevant to its operations.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.