Process Design Consultant II

📍 Job Overview

Job Title: Process Design Consultant II

Company: Bank of America

Location: Charlotte, North Carolina, United States (also open to Tampa, Florida; Newark, New Jersey; Jacksonville, Florida)

Job Type: Full-time

Category: Operations / Process Improvement / Consulting

Date Posted: August 26, 2026

Experience Level: Mid-Level (5-10 years implied)

Remote Status: Hybrid

🚀 Role Summary

• Act as a dedicated Process Engineer within the Global Operations Operational Excellence (OpEx) team, focusing on driving process excellence, risk mitigation, and continuous improvement across Global Operations.

• Enable Process Owners and business partners by delivering robust training, coaching, and routine support to equip them with the necessary tools and knowledge for success.

• Ensure comprehensive process documentation, mapping, and adherence to enterprise-wide standards, while actively promoting simplification and effective risk indicators.

• Provide thought leadership and end-to-end process expertise to foster process maturity and deliver transformative business results.

• Leverage advanced analytics, critical thinking, and emerging technologies like AI/LLMs to solve complex problems, optimize efficiency, and define clear business case benefits for implemented solutions.

📝 Enhancement Note: The title "Process Design Consultant II" and the responsibilities strongly indicate a role within a formal Operational Excellence or Process Improvement function, common in large financial institutions like Bank of America. The emphasis on "enabling Process Owners," "mitigating risk," and "driving process maturity" points to a strategic, hands-on role focused on systemic improvements rather than day-to-day operational execution. The implied experience level suggests a need for demonstrated success in leading or significantly contributing to process improvement initiatives.

📈 Primary Responsibilities

• Enable Process Owners & Partners: Develop and deploy comprehensive training programs, coaching methodologies, and structured routines to empower Process Owners with the skills, knowledge, and capabilities required to achieve their goals and excel in their roles.

• Mitigate Risk Across Global Operations Processes: Champion a culture of continuous improvement and simplification throughout Global Operations, ensuring all processes are thoroughly scoped and incorporate robust "smoke detectors" or risk indicators for proactive risk management.

• Provide Process Oversight & Support: Ensure all critical processes are meticulously documented, accurately mapped using standard methodologies, and remain compliant with established enterprise policy and standards.

• Drive Process Maturity: Act as a thought leader, bringing a customer-centric perspective and deep end-to-end business process expertise to deliver transformative and sustainable results across the organization.

• Lead Operational Excellence Initiatives: Serve as a key point person for driving Operational Excellence by successfully implementing enterprise-wide deliverables and achieving the "gold standard" for process management and continuous improvement.

• Implement Solutions: Design and implement moderately complex solutions to effectively address identified issues and risks, optimize operational efficiency, reduce process variability, and enhance overall controls, quality, and sustainability.

• Collaborate with Business Partners: Engage directly with Line of Business partners to gather essential information, identify critical business challenges and opportunities, and collaboratively design and implement effective solutions.

• Establish Continuous Improvement Model: Apply established process engineering best practices and deliver reusable technology solutions to create and implement a sustainable model for continuous process improvement, including leveraging AI/LLMs.

• Leverage Analytics & Critical Thinking: Utilize data analysis and critical thinking skills to solve complex business problems, translating identified issues into structured, design-oriented solutions with clearly articulated and measurable business case benefits.

📝 Enhancement Note: The responsibilities outline a comprehensive process improvement lifecycle, from enablement and oversight to risk mitigation and advanced solution implementation. The explicit mention of "AI/LLMs" indicates a forward-thinking approach to process optimization. The need to "gather information needed to identify and implement solutions" highlights a strong consultative and collaborative aspect of the role.

🎓 Skills & Qualifications

Education: While not explicitly stated, roles of this nature within large financial institutions typically require a Bachelor's degree in Business Administration, Operations Management, Engineering, Finance, or a related field. A Master's degree or relevant certifications would be advantageous.

Experience: Minimum of 5-10 years of progressive experience in process reengineering, process design, and continuous improvement, with a demonstrable track record of delivering quantifiable business results. Experience in coaching or mentoring individuals or teams on process improvement methodologies is crucial.

Required Skills:

• Proven process reengineering, improvement, and design experience with a strong track record of delivering quantifiable business results.

• Critical thinker and intellectually curious: Demonstrates reliance on facts and data, ability to ask probing questions, deep root cause analysis, strategic and tactical connection-making, and a proactive approach to challenging the status quo.

• Initiative-taker: Proactively identifies, initiates, and facilitates process improvement opportunities.

• Data Leverage: Ability to use data to construct compelling narratives and deliver impactful executive communications.

• Detail-oriented: Committed to excellence in all aspects of work, including meetings, presentations, documents, and overall output, with a daily practice of continuous improvement.

• Collaborative Team Player: Promotes a positive team culture and works effectively with others.

• Strong Influencer and Communicator: Effectively drives change, identifies opportunities, solves problems, and consistently delivers results through clear communication.

• Ability to “manage the gray”: Navigates successfully through ambiguity and complex situations.

• Flexible: Adaptable to changing priorities and work assignments.

• Coaching/Mentoring Experience: Experience coaching/mentoring individuals at all levels on process improvement efforts. Preferred Skills:

• Global Ops Process Management Certification or Six Sigma Green Belt, Black Belt, or Master Black Belt (or equivalent certification).

• Operations background with specific knowledge of the Single Process Inventory (SPI) or similar enterprise-wide process documentation systems.

• Risk management expertise and familiarity with enhancing the process control environment.

• Excellent project and program management skills, with the ability to organize and simplify complex work activities.

• Familiarity with managing and optimizing multi-team processes.

• Proficiency in Change Management, Business Process Analysis, Process Simplification, Reporting, Process Performance Measurement, Strategic Thinking, Conflict Management, Decision Making, Process Effectiveness, and Scenario Planning and Analysis.

📝 Enhancement Note: The "Desired Skills" section provides clear pathways for candidates to differentiate themselves, particularly with Six Sigma or other process management certifications and specific knowledge of Bank of America's internal systems like the Single Process Inventory. The emphasis on "managing the gray" and "critical thinker" highlights the need for problem-solvers comfortable with complex, less-defined environments.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Documented Process Improvements: Showcase detailed case studies of at least 2-3 significant process reengineering or improvement initiatives led or substantially contributed to. Each case study should clearly outline the initial problem/opportunity, the methodology used (e.g., Lean, Six Sigma, BPMN), the implemented solution, and the quantifiable business results (e.g., cost savings, efficiency gains, risk reduction, improved customer satisfaction).

• Process Mapping Samples: Include examples of process maps (e.g., using BPMN, flowcharts) that demonstrate clarity, adherence to standards, and effective visualization of complex workflows. Highlight any improvements made to existing maps.

• Risk Mitigation Strategies: Present examples of how you identified and mitigated risks within processes, including the types of controls implemented and their effectiveness.

• Data Analysis & Business Case Examples: Provide samples of how data was leveraged to identify issues, build a business case for change, and demonstrate the ROI of implemented solutions. This could include dashboards, reports, or financial models.

Process Documentation:

• Workflow Design & Optimization: Demonstrate experience in designing new workflows or optimizing existing ones to improve efficiency, reduce cycle times, and enhance accuracy. This includes mapping current-state and future-state processes.

• Implementation & Automation: Provide evidence of successfully implementing designed processes, including any efforts in automation or integration to streamline operations.

• Measurement & Performance Analysis: Show how you established metrics and reporting mechanisms to monitor process performance, identify deviations, and drive continuous improvement based on data analysis.

📝 Enhancement Note: The explicit requirement for candidates to "present examples of their process design and improvement work during interviews" strongly suggests a portfolio review will be a key part of the selection process. The portfolio should not just list skills but provide concrete evidence of impact and methodology.

💵 Compensation & Benefits

Salary Range: For a Process Design Consultant II role with 5-10 years of experience in Charlotte, NC, a typical salary range would be between $95,000 - $130,000 annually. This estimate is based on industry benchmarks for similar roles in major financial services hubs, considering the "II" level designation and the specific responsibilities outlined. The actual salary will depend on the candidate's specific experience, qualifications, and the prevailing market rates.

Benefits:

• Comprehensive Health Coverage: Medical, dental, and vision insurance plans.

• Retirement Savings Plan: 401(k) with company match.

• Financial Wellness Support: Access to financial planning resources and tools.

• Wellness Programs: Initiatives supporting physical and emotional well-being, including employee assistance programs (EAP).

• Paid Time Off: Vacation, sick leave, and holidays.

• Professional Development: Opportunities for training, certifications (e.g., Six Sigma), and career advancement.

• Employee Stock Purchase Program (ESPP): Option to purchase company stock at a discount.

Working Hours: Standard full-time position of 40 hours per week. The shift is noted as "1st shift (United States of America)," indicating a typical daytime work schedule. Given the hybrid nature, some flexibility may exist, but core business hours will be expected.

📝 Enhancement Note: The salary range is an estimate for the Charlotte, NC location. Salaries can vary significantly based on the specific location (Tampa, Newark, Jacksonville also listed) and the candidate's negotiation. The benefits listed are standard for large financial institutions and align with the "competitive benefits" mentioned in the job description.

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Services / Banking. Bank of America is one of the world's largest financial institutions, offering a wide range of banking, investing, asset management, and other financial and risk management products and services. This industry context implies a highly regulated environment, a strong focus on risk management, and a drive for efficiency and customer satisfaction.

Company Size: Over 200,000 employees globally (as of recent public data), classifying it as a very large enterprise. This size means established processes, significant resources, and opportunities for specialization and advancement, but also potential for bureaucracy and slower decision-making.

Founded: 1998 (through the merger of BankAmerica and NationsBank), though its history traces back much further through predecessor institutions. This long history suggests stability, deep-rooted operational practices, and a strong corporate culture.

Team Structure: The role is within the "Global Operations Process Ownership & OpEx team." This suggests a dedicated central function focused on operational excellence across the bank's global operations.

• Team Size and Specialization: Likely a dedicated team of process engineers, consultants, and operational excellence specialists, potentially ranging from 10-50 individuals, with sub-specialties in areas like Lean, Six Sigma, Business Process Management (BPM), and technology enablement.

• Reporting Structure: The Process Design Consultant II likely reports to a Manager or Director of Operational Excellence within Global Operations. This position will collaborate extensively with "Process Owners" and "Business Partners" across various operational departments.

• Cross-functional Collaboration: High degree of collaboration is expected with IT, Risk Management, Compliance, Data Analytics teams, and various business line operational leaders to design, implement, and sustain process improvements.

Methodology:

• Data Analysis and Insights: Emphasis on using data, critical thinking, and potentially AI/LLMs to identify process inefficiencies, risks, and opportunities for improvement.

• Workflow Planning and Optimization: Application of structured methodologies (e.g., Lean, Six Sigma, BPMN) for designing, documenting, and optimizing business processes.

• Automation and Efficiency Practices: Focus on implementing reusable technology solutions and exploring automation opportunities to enhance efficiency and reduce manual effort.

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

📝 Enhancement Note: Bank of America's status as a global financial giant means that operational roles are critical for efficiency, compliance, and customer experience. The "Global Operations" scope suggests a broad impact. The emphasis on "Responsible Growth" and "caring culture" indicates that ethical considerations and employee well-being are important company values.

📈 Career & Growth Analysis

Operations Career Level: This "Process Design Consultant II" role represents a mid-level position within the operations and process improvement domain. It signifies a move beyond entry-level analysis to leading specific improvement initiatives, mentoring others, and contributing to strategic process design. The "II" designation implies some level of autonomy and responsibility for complex projects.

Reporting Structure: The role reports into the Global Operations Process Ownership & OpEx team, likely to a Manager or Director of Operational Excellence. This structure places the consultant within a specialized function designed to support and improve broader operational activities across the bank. Direct collaboration with Process Owners and Business Partners across various lines of business is a key aspect.

Operations Impact: The core impact of this role is driving efficiency, reducing operational risk, and enhancing the effectiveness of processes within Global Operations. This directly contributes to the bank's "Responsible Growth" by optimizing resource utilization, improving customer experience through smoother processes, and ensuring compliance with regulatory requirements. Successful process improvements can lead to significant cost savings and improved service delivery.

Growth Opportunities:

• Operations Skill Advancement: Potential to deepen expertise in specific methodologies like Six Sigma (e.g., pursuing Black Belt certification), Business Process Management, or emerging areas like AI-driven process automation.

• Leadership Development: Progression to Senior Process Design Consultant, Lead Process Architect, or Managerial roles within the Operational Excellence team or in specific business line operations.

• Cross-Functional Mobility: Opportunities to transition into roles within specific business operations, project/program management, risk management, or compliance functions, leveraging the broad operational understanding gained.

• Specialization: Focus on specific areas like digital transformation, customer journey optimization, or regulatory process adherence.

📝 Enhancement Note: The "II" designation suggests a career progression path from a Process Design Analyst or Consultant I. The company's size and commitment to employee development indicate multiple avenues for advancement, both within the OpEx function and into broader operational leadership roles.

🌐 Work Environment

Office Type: Bank of America promotes an "in-office culture that supports collaboration, engagement, and career development," with a "multi-faceted approach for flexibility, depending on the various roles." This role is designated as "Hybrid," meaning a blend of in-office and remote work. The expectation is likely a significant portion of time spent in the office to facilitate collaboration and engagement, with specific in-office days determined by team needs.

Office Location(s): The primary listed location is Charlotte, North Carolina. However, the posting also lists Tampa, Florida; Newark, New Jersey; and Jacksonville, Florida as potential locations. Candidates should confirm the specific office location and associated hybrid expectations.

Workspace Context:

• Collaborative Environment: Expect a dynamic office setting designed to foster teamwork, brainstorming, and direct interaction with colleagues, Process Owners, and business partners.

• Operations Tools & Technology: Access to a robust IT infrastructure, including standard office productivity software, advanced process modeling tools, data analytics platforms, and potentially enterprise-level collaboration tools.

• Team Interaction: Opportunities for regular team meetings, workshops, and cross-functional project discussions, both in person and virtually.

Work Schedule: Standard 40-hour work week, typically during first shift hours (daytime). While hybrid, the role requires availability during core business hours for collaboration and responsiveness to operational needs.

📝 Enhancement Note: The hybrid work model at Bank of America is likely structured to balance the benefits of in-person collaboration with the flexibility of remote work. Candidates should be prepared for a structured hybrid schedule, potentially with designated in-office days per week.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: HR or recruiter screens applications for basic qualifications and alignment with role requirements.

• Hiring Manager Interview: Focus on experience, motivation, and understanding of process improvement methodologies. Discussion of resume highlights.

• Portfolio Presentation & Technical Interview: Candidates are expected to present examples of their process design and improvement work. This is a critical stage involving in-depth discussion of case studies, methodologies, impact, and problem-solving approaches. Technical questions on process mapping, risk assessment, and analytics may be included.

• Panel Interview / Stakeholder Interviews: Meetings with team members, cross-functional partners, or senior leaders to assess cultural fit, collaboration style, and ability to influence.

• Final Interview: May involve senior leadership for final approval.

Portfolio Review Tips:

• Quantify Impact: For each case study, clearly state the problem, your role, the solution implemented, and most importantly, the measurable results (e.g., "Reduced processing time by 25%", "Decreased error rate by 15%", "Achieved $500K in annual cost savings").

• Showcase Methodology: Clearly articulate the process improvement frameworks (Lean, Six Sigma, BPMN) and tools used. Explain why a particular methodology was chosen for that specific problem.

• Focus on Collaboration: Highlight instances where you successfully partnered with business stakeholders to gather requirements, gain buy-in, and drive adoption of new processes.

• Tell a Story: Structure your portfolio presentations like a narrative – setting the scene, describing the challenge, detailing your actions, and concluding with the positive outcome.

• Prepare for "What If" Scenarios: Be ready to discuss how you would handle hypothetical process challenges or situations where initial improvements don't yield expected results.

Challenge Preparation:

• Process Analysis Exercise: You might be asked to analyze a sample process description or flowchart and identify potential areas for improvement, risks, or inefficiencies.

• Case Study Deep Dive: Be prepared to walk through one of your portfolio case studies in detail, answering questions about your specific contributions, challenges faced, and decisions made.

• Problem-Solving Scenarios: Expect questions that test your critical thinking and ability to break down complex operational problems into actionable steps.

• Stakeholder Management: Prepare examples of how you've managed difficult stakeholders or navigated resistance to change.

📝 Enhancement Note: The explicit mention of presenting work during interviews is a strong signal that candidates should proactively prepare a professional portfolio or presentation deck showcasing their process improvement achievements. This is not just about listing skills but demonstrating them through tangible examples.

🛠 Tools & Technology Stack

Primary Tools:

• Process Modeling Software: Experience with tools like Visio, Lucidchart, ARIS, or similar platforms for creating process maps (BPMN, flowcharts).

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

• Collaboration Platforms: Proficiency with Microsoft Teams, Slack, or other enterprise communication and collaboration tools.

Analytics & Reporting:

• Data Analysis Tools: Strong skills in Excel (advanced functions, pivot tables) are essential. Experience with BI tools like Tableau, Power BI, or QlikView for data visualization and reporting is highly desirable.

• Database Querying: Familiarity with SQL for data extraction and analysis would be a significant asset.

• Statistical Analysis Software: Experience with tools like Minitab (often used in Six Sigma) or R/Python for statistical analysis is a plus.

CRM & Automation:

• CRM Systems: While not a direct CRM role, understanding of how CRM data (e.g., Salesforce, Dynamics 365) supports operational processes and customer journeys is beneficial.

• Workflow Automation Tools: Exposure to or understanding of workflow automation principles and tools, potentially including RPA (Robotic Process Automation) concepts or platforms.

• AI/LLMs: Explicitly mentioned as an area to leverage; understanding of how these technologies can be applied to process analysis, documentation, and optimization is a key differentiator.

📝 Enhancement Note: While specific tools aren't listed, the nature of the role implies a need for proficiency in standard process modeling, project management, data analysis, and collaboration software. The mention of AI/LLMs suggests the company is looking for forward-thinking candidates who can integrate new technologies into process improvement strategies.

👥 Team Culture & Values

Operations Values:

• Data-Driven Decision Making: A strong emphasis on using facts, data, and analytics to identify problems, design solutions, and measure impact. Operations professionals are expected to support their recommendations with evidence.

• Efficiency and Optimization: A core drive to streamline processes, reduce waste, and maximize resource utilization. Continuous improvement is not just a program but a daily practice.

• Risk Management and Compliance: A fundamental understanding of the importance of controls, adherence to policies, and mitigating operational risks, especially critical in the financial services industry.

• Collaboration and Teamwork: Success is often achieved through effective partnerships across different departments and levels. Promoting a positive and supportive team environment is key.

• Customer Focus: Ensuring that process improvements ultimately enhance the experience and outcomes for Bank of America's clients.

Collaboration Style:

• Cross-Functional Integration: Expect to work closely with individuals from diverse backgrounds and departments, requiring strong communication and negotiation skills to align on goals and solutions.

• Process Review Culture: An environment where processes are regularly reviewed, challenged, and improved upon, with a willingness to give and receive constructive feedback.

• Knowledge Sharing: Encouragement of sharing best practices, lessons learned, and expertise across the team and with business partners to foster collective growth and continuous learning.

📝 Enhancement Note: Bank of America's stated values of "Responsible Growth" and "caring culture" likely translate into an operational environment that values integrity, collaboration, and employee well-being alongside performance. The emphasis on "managing the gray" suggests a culture that embraces problem-solving in complex environments.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating a Large Enterprise: Implementing changes within a massive, complex organization like Bank of America can be slow and face resistance due to established hierarchies, legacy systems, and diverse stakeholder interests.

• Balancing Centralization and Decentralization: Operating within a Global Operations framework while needing to tailor solutions to specific business lines requires careful coordination and communication.

• Driving Adoption of New Processes: Ensuring that new or improved processes are effectively adopted and sustained by frontline teams requires strong change management and ongoing support.

• Keeping Pace with Technology: Integrating emerging technologies like AI/LLMs into established processes requires continuous learning and adaptation.

• Measuring ROI in Complex Environments: Clearly defining and attributing the financial and operational benefits of process improvements can be challenging in a large, interconnected organization.

Learning & Development Opportunities:

• Operations Skill Advancement: Pursue advanced certifications (e.g., Six Sigma Black Belt, Lean Six Sigma Master Black Belt) or specialized training in areas like BPM, change management, or data science.

• Industry Conferences & Exposure: Opportunities to attend industry events or webinars related to operational excellence, financial services innovation, and process improvement.

• Mentorship and Leadership Programs: Access to internal mentorship programs and leadership development initiatives designed to foster career growth within Bank of America.

• Exposure to Diverse Operations: Gaining experience across various business units within Global Operations, understanding different operational challenges and solutions.

📝 Enhancement Note: The challenges presented are typical for roles in large, established organizations. The growth opportunities highlight Bank of America's commitment to employee development, offering clear pathways for skill enhancement and career progression within the operational excellence domain.

💡 Interview Preparation

Strategy Questions:

• Operations Strategy & Methodology: "Describe a time you identified a significant process inefficiency. What methodology did you use to analyze it, what was your proposed solution, and what were the results?" "How would you approach designing a new process for [hypothetical scenario] within a large financial institution, considering risk and compliance?" "How do you balance the need for standardization with the unique requirements of different business units?"

• Collaboration & Stakeholder Management: "Tell me about a time you had to influence a senior stakeholder who was resistant to a process change. How did you gain their buy-in?" "Describe a project where you worked with cross-functional teams. What were the biggest challenges, and how did you overcome them?"

• Problem-Solving: "Walk me through how you would diagnose a process that is experiencing a sudden increase in errors or delays." "Imagine you've implemented a new process, but adoption is low. What steps would you take to understand and address this?"

Company & Culture Questions:

• Company Operations Culture: "Based on your understanding of Bank of America and the financial services industry, what do you see as the biggest operational challenges and opportunities?" "How do you see your role contributing to Bank of America's 'Responsible Growth' strategy?"

• Operations Team Dynamics: "What is your preferred style of working within an operations team? How do you contribute to a positive team culture?" "Describe your experience coaching or mentoring others in process improvement."

• Operations Impact Measurement: "How do you define and measure success for a process improvement initiative? What key metrics would you track for a project aimed at reducing operational risk?"

Portfolio Presentation Strategy:

• Structure Your Case Studies: Use a clear STAR (Situation, Task, Action, Result) or similar framework for each example. Focus on your specific contribution, the complexity of the problem, the rigor of your analysis, and the quantifiable impact.

• Show, Don't Just Tell: Use visuals (screenshots of process maps, dashboards, graphs) to illustrate your points and make your presentation engaging.

• Be Prepared for Deep Dives: Anticipate detailed questions about your methodologies, data sources, assumptions, challenges, and decision-making processes. Be ready to defend your choices.

• Connect to Bank of America: Where possible, subtly link your experience and approach to Bank of America's stated values (e.g., risk management, client focus, responsible growth).

📝 Enhancement Note: The emphasis on presenting work during interviews means candidates should prepare a concise, impactful presentation. Questions will likely probe the 'how' and 'why' behind their process improvements, not just the 'what'.

📌 Application Steps

To apply for this operations position:

• Submit your application through the provided Workday link: https://ghr.wd1.myworkdayjobs.com/US-EMPLSV/job/Charlotte/Process-Design-Consultant-II_26030473

• Curate Your Operations Portfolio: Select 2-3 of your most impactful process improvement case studies that clearly demonstrate your skills in reengineering, design, risk mitigation, and quantifiable results. Ensure these examples align with the responsibilities outlined in the job description.

• Optimize Your Resume for Operations Roles: Tailor your resume to highlight keywords and responsibilities relevant to process design, operational excellence, continuous improvement, risk management, and data analytics. Quantify your achievements wherever possible.

• Prepare Your Portfolio Presentation: Create a clear, concise presentation deck (e.g., PowerPoint, Google Slides) to showcase your portfolio examples. Practice walking through your case studies, focusing on your role, methodology, impact, and lessons learned. Be ready to present this during the interview process.

• Research Bank of America's Operations: Understand the company's mission, values (e.g., "Responsible Growth"), and its position in the financial services industry. Familiarize yourself with common operational challenges in banking and how process improvement contributes to business goals.

⚠️ 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.