Process Design Consultant II

📍 Job Overview

Job Title: Process Design Consultant II

Company: Bank of America

Location: Charlotte, North Carolina, United States / Plano, Texas, United States

Job Type: FULL_TIME

Category: Revenue Operations / Sales Operations / GTM Operations (Process Design & Transformation)

Date Posted: May 05, 2026

Experience Level: 10+ Years

Remote Status: Hybrid

🚀 Role Summary

• This role is pivotal in driving operational excellence by analyzing, documenting, and implementing process improvements within a large financial institution.

• Focuses on transforming client onboarding and account activation processes to enhance client and associate experiences through modernization and digitization.

• Requires strong leadership in cross-functional collaboration, ensuring alignment between business objectives and technology solutions for complex GTM and operational initiatives.

• Emphasis on meticulous process mapping, requirement definition, and execution oversight to achieve measurable cost efficiencies, productivity gains, and risk mitigation.

📝 Enhancement Note: While the title is "Process Design Consultant II," the detailed responsibilities, particularly leading the Client Onboarding & Activation Transformation (COAT) team and coordinating across multiple business units (GCB, BB, GCIB, Treasury Sales, Global Operations), strongly indicate a role with significant GTM operations, sales enablement, and revenue operations implications. The focus on client onboarding and activation directly impacts sales cycles, customer acquisition, and initial revenue realization, making it a critical GTM function.

📈 Primary Responsibilities

• Lead the design, documentation, and implementation of target-state processes for Commercial Banking client onboarding and account activation, modernizing and digitizing the end-to-end experience.

• Facilitate current-state and future-state process mapping sessions with Subject Matter Experts (SMEs) and process owners across various business and technology teams, identifying pain points and root causes.

• Elicit, document, and gain approval for detailed business requirements (functional and non-functional), translating them into features and user stories for product and technology partners.

• Manage process discovery work products, timelines, and deliverables from initial mapping through to implementation, ensuring alignment with the program roadmap and governance cadence.

• Identify, track, and manage cross-process dependencies and interlocks across business, operations, technology, data, and risk/compliance functions, driving mitigation plans and decisions.

• Engage with lines of business and operations stakeholders to secure process owner approvals, coordinate Single Process Inventory (SPI) updates, and ensure process documentation meets audit and control standards.

• Support downstream program activities including solution refinement, design walkthroughs, test/UAT readiness, operating procedures, training materials, and rollout planning.

• Serve as the primary point of contact for process owners, stewarding the process repository (maps, narratives, controls, decision logs) to maintain accuracy and audit readiness.

• Establish and manage the process governance and decision-intake model for enhancements, facilitating forums, documenting outcomes, and preparing inputs for program prioritization and release planning.

• Drive breakthrough cost efficiencies, quality improvements, productivity gains, and risk mitigation through executed change initiatives.

📝 Enhancement Note: The description emphasizes "Client Onboarding & Activation Transformation (COAT)" and coordination across "GCB, BB, GCIB, Treasury Sales, and Global Operations." This clearly places the role within a GTM or Sales Operations context, as efficient client onboarding and activation are critical for realizing revenue and ensuring customer success post-sale. The focus on improving the "end-to-end client and associate experience" is a hallmark of GTM operations and customer success initiatives.

🎓 Skills & Qualifications

Education:

Experience:

• 8+ years of proven experience in process reengineering, improvement, and/or process design, with a demonstrated track record of delivering measurable business outcomes.

• Minimum 3+ years of experience translating business needs, features, and high-level requirements into detailed requirements for product and technology partners to support solution design and delivery.

Required Skills:

• Process Reengineering & Design: Deep expertise in analyzing complex processes, identifying bottlenecks, and designing optimized future-state workflows.

• Business Requirements Definition: Ability to elicit, document, and validate detailed functional and non-functional business requirements for technical teams.

• Stakeholder Management: Proven capability to build trusted partnerships, influence stakeholders at all levels, and drive consensus across diverse groups.

• Program & Project Management: Strong capability to structure ambiguous problems, manage dependencies, drive delivery, and oversee timelines and budgets.

• Executive Communication: Excellent verbal and written communication skills, with the ability to present complex information clearly and persuasively to senior leadership.

• Continuous Improvement Mindset: A disciplined approach to documentation, follow-through, and a drive for measurable business outcomes.

• Collaboration & Conflict Resolution: Ability to promote positive team culture, address disagreements constructively, and drive timely decisions.

• Analytical Thinking: Strong problem-solving skills and the capacity to simplify complex work and analyze data for insights.

Preferred Skills:

• Global Operations process management/ownership certification.

• Lean Six Sigma Black Belt or Master Black Belt (or equivalent).

• Expertise in operational risk and controls.

• Comfort operating in ambiguity, defining structure, and driving clarity amidst evolving information and competing priorities.

📝 Enhancement Note: The requirement for 8+ years of process reengineering experience, coupled with 3+ years of detailed requirements translation for product/tech partners, suggests a senior consultant or lead role. The emphasis on translating business needs into "features and user stories" strongly points towards an Agile or hybrid development environment, common in GTM operations for CRM and sales enablement tool development.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Process Mapping Documentation: Showcase examples of detailed current-state and future-state process maps (e.g., using BPMN, Visio, Lucidchart) for complex workflows, clearly illustrating handoffs, systems, controls, and pain points.

• Business Requirements Documents (BRDs): Provide samples of well-structured BRDs that effectively translate business needs into clear, actionable functional and non-functional requirements for technology teams.

• Case Studies of Process Improvement: Include detailed case studies demonstrating your involvement in reengineering or transforming processes, highlighting the problem, your approach, solutions implemented, and measurable outcomes (e.g., cost savings, efficiency gains, cycle time reduction, risk mitigation).

• Cross-Functional Collaboration Examples: Illustrate instances where you successfully managed dependencies and facilitated collaboration between diverse teams (business, operations, technology, risk, compliance) to achieve a common goal.

Process Documentation:

• Demonstrate experience in creating and maintaining comprehensive process documentation, including narratives, control matrices, decision logs, and Single Process Inventory (SPI) updates, ensuring accuracy and audit readiness.

• Highlight your ability to govern process repositories and manage change logs, including intake, impact assessment, and traceability from current state to target state.

• Showcase experience in establishing and running process governance and decision-intake models, facilitating forums, and documenting outcomes for program prioritization.

📝 Enhancement Note: Given the role's focus on client onboarding and activation for Commercial Banking, a portfolio should ideally include examples related to financial services, customer journey mapping, or complex B2B service delivery processes. Demonstrating experience with regulatory compliance and audit requirements within process design is also highly valued.

💵 Compensation & Benefits

Salary Range:

Benefits:

• Comprehensive Health Insurance: Medical, dental, and vision coverage options.

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

• Paid Time Off: Generous vacation, sick leave, and paid holidays.

• Wellness Programs: Support for physical, emotional, and financial well-being.

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

• Professional Development: Access to training, certifications, and career advancement programs.

• Life and Disability Insurance: Employer-provided coverage.

Working Hours:

• 40 hours per week, standard business hours (1st shift). The role is hybrid, requiring specific days in the office, balancing flexibility with in-office collaboration and stakeholder engagement.

📝 Enhancement Note: The salary range is an estimation based on industry data for similar roles in Charlotte, NC, and Plano, TX, for experienced professionals in the financial services sector. Actual compensation will vary based on specific qualifications, performance, and internal equity. The mention of "in-office culture with specific requirements for office-based attendance" and "appropriate level of flexibility" confirms the hybrid nature.

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Services / Banking

Company Size: Bank of America is a global financial services giant, employing over 200,000 people worldwide, indicating a large, complex, and highly regulated operational environment. This scale offers extensive opportunities for impact and career progression but also necessitates rigorous process adherence and robust governance.

Founded: 1998 (following the merger of BankAmerica and NationsBank), though its roots trace back much further, providing a legacy of stability and extensive market presence.

Team Structure:

• The role sits within the Client Onboarding & Activation Transformation (COAT) team, a specialized group focused on improving the initial client experience.

• This team operates cross-functionally, coordinating with SMEs and process owners across multiple enterprise divisions: Global Commercial Banking (GCB), Business Banking (BB), Global Corporate & Investment Banking (GCIB), Treasury Sales, and Global Operations.

Methodology:

• Data-Driven Decision Making: Emphasizes analyzing processes and client feedback to identify opportunities and measure impact.

• Agile & Iterative Development: The mention of "multi-generational roadmap," "features," and "user stories" suggests an Agile or hybrid approach to process and technology transformation.

• Cross-Functional Collaboration: A core methodology involves bringing together diverse expertise from across the organization to design and implement holistic solutions.

• Operational Excellence Frameworks: Likely utilizes methodologies like Lean Six Sigma for process improvement and optimization.

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

📝 Enhancement Note: Bank of America's commitment to "Responsible Growth" and "Being a Great Place to Work" suggests a culture that values ethical conduct, customer focus, employee development, and community impact. For operations professionals, this translates to a need for meticulous attention to detail, strong ethical compass, and a collaborative approach to problem-solving within a structured environment.

📈 Career & Growth Analysis

Operations Career Level: This role is considered a mid-to-senior level position ("Consultant II," "Process Design Lead," "8+ years experience"). It represents a significant step beyond entry-level operations analyst roles, requiring independent leadership in process design and transformation initiatives. Responsibilities include owning workstreams, driving requirements, and managing cross-functional interdependencies, indicating a move towards operational strategy and execution leadership.

Reporting Structure: The Process Design Lead will report to a Workstream Lead within the COAT team. They will collaborate extensively with peers in Product Management, Technology, Program Management, and various business SMEs and process owners across different banking divisions. This structure offers exposure to senior leadership and a broad understanding of enterprise operations.

Operations Impact: This role has a direct and significant impact on revenue generation and customer satisfaction. By modernizing and digitizing client onboarding and activation, the Process Design Lead will:

• Shorten sales cycles and time-to-revenue.

• Enhance the client experience, leading to higher retention and satisfaction.

• Improve operational efficiency, reducing costs and freeing up resources.

• Mitigate risks associated with manual or outdated processes.

Growth Opportunities:

• Specialization: Deepen expertise in financial services client onboarding, digital transformation, or specific banking product lines.

• Leadership: Progress to Workstream Lead, Program Manager, or Managerial roles within Operational Excellence, Transformation, or specific business unit operations.

• Cross-Functional Mobility: Opportunities to move into roles in Product Management, Strategy, or Business Transformation within Commercial Banking or other divisions.

• Continuous Learning: Access to Bank of America's extensive learning and development resources, including certifications in Lean Six Sigma, Agile, and project management.

📝 Enhancement Note: The emphasis on leading a "multi-generational roadmap" suggests a long-term strategic vision for the role, offering substantial opportunities for career development and impact within a critical GTM function. The hybrid nature also implies a balance between structured project work and flexible execution.

🌐 Work Environment

Office Type: Bank of America operates with a strong emphasis on an "in-office culture," meaning this role is hybrid. While specific days may vary, a significant portion of the work will require in-office presence for collaboration, client interactions, and team engagement. This structure is designed to foster a connected and collaborative work environment.

Office Location(s): Charlotte, North Carolina (likely at a major corporate campus) and Plano, Texas. Candidates should be prepared to work from one of these primary locations, adhering to the hybrid work model.

Workspace Context:

• Collaborative Hubs: Office spaces are likely designed with open areas, meeting rooms, and collaborative zones to facilitate brainstorming and teamwork among operations teams and with cross-functional partners.

• Technology-Enabled: Access to enterprise-grade technology, including robust network infrastructure, communication tools (like Microsoft Teams, Cisco Webex), and necessary software for process mapping and requirements management.

• Team Interaction: Opportunities for regular face-to-face interaction with the COAT team, other process design consultants, business stakeholders, and technology partners, fostering a strong sense of team cohesion and shared purpose.

Work Schedule:

• Standard 40-hour work week, typically Monday through Friday, 1st shift. While the nature of transformation projects can sometimes require flexibility, the core schedule is structured. The hybrid model allows for personal flexibility within the framework of required in-office days.

📝 Enhancement Note: The explicit mention of "in-office culture with specific requirements for office-based attendance" is crucial. Candidates should anticipate needing to be physically present in the office for a significant portion of the week, likely 2-3 days, as determined by team policy and business needs.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A recruiter or hiring manager will likely conduct an initial phone screen to assess basic qualifications, experience, and cultural fit. Be prepared to discuss your background in process reengineering and requirements definition.

• Hiring Manager Interview: A more in-depth discussion focusing on your experience leading complex process transformations, managing cross-functional teams, and your understanding of client onboarding/activation challenges.

• Panel Interview/Workstream Interview: This stage typically involves meeting with key stakeholders, including the Workstream Lead, potential peers, and business partners. Expect questions designed to assess your analytical skills, problem-solving approach, and ability to collaborate. This is where your portfolio will be heavily scrutinized.

• Case Study/Process Design Challenge: You may be asked to present a process improvement case study from your portfolio or tackle a hypothetical process design challenge related to client onboarding or a similar GTM function.

• Final Interview: Potentially a conversation with a senior leader to confirm fit and discuss overall career alignment.

Portfolio Review Tips:

• Curate Selectively: Choose 3-4 of your strongest, most relevant projects that demonstrate process reengineering, requirements gathering, and measurable impact, ideally within financial services or complex B2B environments.

• Structure Your Story: For each project, clearly articulate:

  • The business problem or opportunity.
  • Your specific role and responsibilities.
  • The methodologies and tools used (e.g., process mapping, requirements elicitation techniques).
  • Key challenges faced and how you overcame them.
  • The implemented solution and its quantifiable results (ROI, efficiency gains, risk reduction, client satisfaction improvements).

• Highlight GTM Relevance: Emphasize projects related to customer journeys, sales processes, client onboarding, account activation, or revenue enablement.

• Showcase Process Governance: Include examples of how you managed process documentation, controls, and stakeholder approvals.

• Prepare for Questions: Be ready to deep-dive into the details of your projects, explain your decision-making process, and discuss trade-offs.

Challenge Preparation:

• Understand the Context: If given a case study, quickly grasp the business context, identify key stakeholders, and define the primary objective.

• Structure Your Approach: Outline your steps for analysis, problem identification, solution generation, and impact assessment. Use a framework (e.g., DMAIC if Lean Six Sigma focused, or a general problem-solving structure).

• Focus on Client & Business Impact: Ensure your proposed solutions address both the client experience and the business objectives (efficiency, revenue, risk).

• Communicate Clearly: Articulate your thought process, assumptions, and recommendations concisely and logically. Be prepared for follow-up questions.

📝 Enhancement Note: Given the role's emphasis on GTM and client onboarding, interviewers will be looking for how your process designs directly contribute to revenue enablement, customer acquisition speed, and long-term client value. Demonstrating an understanding of the full customer lifecycle, from initial prospect engagement through activation and early-stage servicing, will be advantageous.

🛠 Tools & Technology Stack

Primary Tools:

• Process Mapping Software: Proficiency in tools like Visio, Lucidchart, or other industry-standard diagramming tools for creating detailed process flows.

• Requirements Management Tools: Experience with platforms for documenting and tracking business requirements, potentially including Jira, Confluence, or specialized ALM (Application Lifecycle Management) tools.

• Collaboration Platforms: Expertise in using tools like Microsoft Teams, SharePoint, and potentially Confluence for documentation sharing, team communication, and project collaboration.

• Presentation Software: Advanced skills in PowerPoint or similar for creating executive-level presentations and delivering impactful reports.

Analytics & Reporting:

• Data Analysis Tools: Familiarity with tools for analyzing process data and identifying trends. This could range from advanced Excel functions to SQL, Tableau, Power BI, or similar business intelligence platforms.

• Reporting Dashboards: Experience in contributing to or interpreting data from dashboards that track key performance indicators (KPIs) related to process efficiency, cycle times, and client satisfaction.

CRM & Automation:

• CRM Systems: Understanding of how CRM systems (e.g., Salesforce, though not explicitly mentioned, common in GTM) integrate with and are impacted by onboarding processes.

• Workflow Automation: Familiarity with concepts of workflow automation and how process improvements can leverage technology to reduce manual steps and increase speed. Experience with specific automation tools is a plus but not explicitly required.

• Enterprise Systems: Awareness of large-scale enterprise systems common in banking (e.g., core banking platforms, loan origination systems, treasury management systems) and how process changes interact with them.

📝 Enhancement Note: While specific tools aren't listed, the context of a large financial institution implies the use of enterprise-grade, often integrated, systems. Candidates should be prepared to discuss their experience with complex system landscapes and how process design adapts to or influences these environments. Familiarity with Agile development tools like Jira and Confluence is highly probable.

👥 Team Culture & Values

Operations Values:

• Client Focus: A strong commitment to understanding and improving the client experience, evident in the focus on client onboarding and activation.

• Integrity & Trust: Upholding the highest ethical standards and ensuring robust controls, critical in the financial services industry.

• Excellence & Continuous Improvement: A drive to achieve breakthrough efficiencies, quality, and productivity through disciplined process analysis and reengineering.

• Collaboration & Teamwork: A belief in leveraging diverse perspectives and working together across the enterprise to achieve common goals.

• Responsible Growth: Driving business forward in a sustainable and ethical manner, balancing client needs, business objectives, and risk management.

Collaboration Style:

• Cross-Functional Integration: The role necessitates deep collaboration with business units, technology teams, risk, compliance, and operations. This requires strong facilitation skills and the ability to bridge communication gaps.

• Transparent Communication: Maintaining open and honest communication regarding progress, risks, and decisions is essential for building trust and ensuring alignment.

• Constructive Disagreement: The culture encourages healthy debate and constructive conflict resolution to arrive at the best possible solutions.

• Knowledge Sharing: A willingness to share insights, best practices, and learnings across teams to foster continuous improvement and collective growth.

📝 Enhancement Note: Bank of America's stated values like "Integrity," "Client Focus," and "Responsible Growth" are paramount. Operations professionals in this environment are expected to embody these values through their work, ensuring that process improvements not only drive efficiency but also uphold compliance, security, and client trust.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Enterprise Complexity: Working within a large, matrixed organization like Bank of America presents challenges in aligning diverse stakeholder needs, understanding intricate system interdependencies, and driving change across multiple business units.

• Balancing Innovation with Regulation: The financial services industry is highly regulated. Implementing innovative processes requires careful consideration of compliance, risk, and security requirements, which can slow down transformation.

• Managing Ambiguity and Change: Transforming established client onboarding processes involves significant change management. Leading this transformation requires comfort with ambiguity, strong change leadership skills, and the ability to guide teams through uncertainty.

• Data Integration and Quality: Ensuring seamless data flow and high data quality across various legacy and modern systems involved in client onboarding can be a significant technical and process challenge.

Learning & Development Opportunities:

• Advanced Process Methodologies: Opportunities to gain deeper expertise in Lean Six Sigma, Agile, and other process optimization frameworks through certifications and practical application.

• Financial Services Domain Expertise: Develop specialized knowledge of Commercial Banking, client lifecycle management, regulatory compliance, and operational best practices within the financial sector.

• Digital Transformation Leadership: Gain hands-on experience leading large-scale digital transformation initiatives, working with cutting-edge technologies and strategic roadmaps.

• Executive Presence and Influence: Develop advanced skills in executive communication, stakeholder management, and influencing senior leadership through high-impact projects and presentations.

• Mentorship and Networking: Access to internal mentorship programs and the opportunity to build a strong professional network across various banking divisions.

📝 Enhancement Note: The "multi-generational roadmap" for client onboarding and activation suggests a long-term strategic initiative. This provides a unique opportunity for the selected candidate to not only solve current problems but also shape the future of client engagement and operational efficiency within a leading financial institution.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you led a complex process reengineering initiative from discovery through implementation. What were the key challenges, and how did you measure success?" (Focus on your structured approach, stakeholder management, and quantifiable outcomes.)

• "How do you approach translating high-level business needs into detailed, actionable requirements for technology partners, especially in a regulated environment?" (Highlight your requirement elicitation techniques, documentation standards, and collaboration with product/tech.)

Company & Culture Questions:

• "Based on your understanding of Bank of America, how would your process design approach align with our values of 'Responsible Growth' and 'Client Focus'?" (Research the company's mission, values, and recent initiatives. Connect your experience to these principles.)

• "How do you foster a collaborative environment when working with diverse teams, including business SMEs, operations, and technology?" (Discuss your communication style, facilitation techniques, and approach to building consensus.)

Portfolio Presentation Strategy:

• Quantify Everything: For each case study, be ready to discuss the specific metrics you used to define success and the actual results achieved (e.g., "reduced cycle time by 30%," "increased client satisfaction scores by 15 points," "saved $X million annually").

• Show, Don't Just Tell: Use visual aids (process maps, screenshots if appropriate and anonymized) to illustrate your points during the presentation.

• Focus on Impact: Clearly articulate how your process improvements directly benefited the client, the business (revenue, efficiency), and risk mitigation.

• Be Ready for Deep Dives: Anticipate detailed questions about your methodologies, decision-making rationale, and any trade-offs you had to make.

• Connect to the Role: Frame your portfolio examples to highlight how your skills and experience directly address the requirements and challenges of this specific Process Design Consultant II role at Bank of America.

📝 Enhancement Note: The emphasis on "client onboarding and account activation" means interviewers will be keen to understand how your process designs impact the critical early stages of the customer relationship. Be prepared to discuss how your work contributes to faster time-to-revenue, improved customer retention, and a seamless client experience from the outset.

📌 Application Steps

To apply for this operations position:

• Submit your application through the provided Workday link on the Bank of America careers portal.

• Portfolio Customization: Tailor your resume and cover letter to highlight your 8+ years of process reengineering experience, specific achievements in process design, and successful translation of business needs into technical requirements, particularly within financial services or complex B2B environments.

• Resume Optimization: Ensure your resume clearly lists relevant keywords such as "Process Design," "Process Reengineering," "Business Process Analysis," "Change Management," "Lean Six Sigma," "Requirements Gathering," and "Stakeholder Management." Quantify achievements with numbers and metrics wherever possible.

• Interview Preparation: Thoroughly review the job description and company values. Prepare detailed examples for behavioral questions using the STAR method (Situation, Task, Action, Result), focusing on your process transformation experience and GTM operational impact. Practice presenting your portfolio case studies concisely and impactfully.

• Company Research: Understand Bank of America's mission, values, and recent performance, especially concerning digital transformation and client experience initiatives in their Commercial Banking division. Familiarize yourself with the challenges and opportunities in the financial services industry.

⚠️ 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.