- Pay
- $77–110k
- Where
- Charlotte · Pennington · Plano
- Level
- Mid
Job Description:
At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day. Being a Great Place to Work and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates’ physical, emotional, and financial wellness through affordable, competitive and flexible benefits. We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve. Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs. At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!
Job Description:
This job is responsible for supporting the delivery and execution of Global Human Resources (GHR) products and programs, which may include Payroll, Benefits, Compensation, Learning and Development (LD), Retirement, Shared Services or Staffing. Key responsibilities include operational process execution, quality assurance, and ensuring proper controls are in place. Job expectations include understanding the programs/products, operational requirements, end-to-end processes, and oversight necessary to deliver HR programs.
Service Delivery Consultant is responsible for supporting the GHR employee escalations process.
The Service Delivery Consultant must be a self-starter with an excellent track record of success in his/her current environment. The Service Delivery Consultant must also be a strong, decisive, results-oriented professional who can succeed in a case management production type environment.
The Service Delivery Consultant will be responsible for managing intake and triage of pay, benefits and leave of absence escalations; as well as managing their own escalation cases.
Managing intake and triage of incoming escalations requires working with employees, managers and or benefit participants, including employees on a leave of absence, to understand their issues or concerns; determine if the escalation should remain with the GHR Escalations team or referred to the appropriate area for support. The role creates an escalation case and assign the case to a GHR Escalations consultant team mate.
This role will also assign some research and work item requests such as Time keeping research scenarios and specific employment letter requests to themselves for management and support. Once research and request is complete, the Service Delivery Consultant communicates the resolution with the employee, manager, or benefit participant.
Responsibilities:
Manage various intake channels (including the GHR Service Center; email; and phone calls) where escalations may be received
Triage inquiries to understand if the need belongs with the GHR escalations team or should be referred to the appropriate area for support
Open Salesforce cases and assign GHR escalation consultants to cases based on rotation, availability and expertise, where applicable
Management of certain research requests such as Time Keeping reviews as well as employment letter requests
Coordinate and collaborate with Design/Delivery/Legal partners regarding certain research and work…