Service Delivery Manager (GHR) - Skills Assessment Charlotte, North Carolina;Atlanta, Georgia; Plano, Texas; New York, New York; Pennington, New Jersey; Boston, Massachusetts; Chicago, Illinois **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. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities, and shareholders every day. One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. We’re devoted to being a diverse and inclusive workplace for everyone. We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being. Bank of America believes both in the importance of working together and offering flexibility to our employees. We use a multi-faceted approach for flexibility, depending on the various roles in our organization. Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference. Join us! **Job** **Description:** This job is responsible for driving the delivery and execution of Global Human Resources (GHR) products and programs, including Payroll, Benefits, Compensation, Learning and Development, Retirement, Shared Services or Talent Acquisition. Key responsibilities include engaging, managing and collaborating with external vendors, and evaluating product or program usage and effectiveness. Job expectations include providing guidance on programs and products, operational requirements, end-to-end processes, to deliver GHR programs. This Service Delivery Manager will join the **Skills Assessment Team** to develop and execute the skills assessment process for a regulatory remediation program to ensure effective skills development for the identified in-scope population across the enterprise. Key deliverables include skill mapping, senior leader engagement, data output analysis, leading review and challenge, and remediation planning. This role will also support cross program efforts to apply process improvements and efficiencies. In addition, the role will develop sustainment activities to ensure the effectiveness of the assessment and development of talent to meet future requirements and coach/guide more junior team members. The successful candidate will be an influential, execution and results-oriented professional who can develop and manage relationships across the company and with a wide variety of partners based on trust, knowledge, and teamwork. Additionally, successful candidates should be familiar with data analysis, process improvement, program management practices, and feel comfortable working in a fast-paced environment. **Responsibilities:** + Oversees the evaluation of existing processes, technologies, and routines to drive process improvements. + Drives the implementation of controls to mitigate and manage compliance and operational risk + Maintains a variety of routine to complex operational and strategic activities to ensure programs are executed accurately and effectively. + Partners with Global Human Resources program functions to ensure processes meet design requirements. + Evaluates routines and initiatives to identify solutions that meet business needs and priorities. + Coaches and mentors’ teammates to enhance team performance. + Partners with Line of Business and Global Talent stakeholders to drive implementation of a regulatory skill assessment program including but not limited to: planning, scoping, skill mapping, review & challenge analysis and delivery, action planning, communication of results, internal QA and independent audit (IA) validation. + Consult with leaders and partners to ensure accuracy of assessment, alignment of data to business objectives, and determine appropriate organizational-level actions to address results. + Analyze data to identify key insights and trends; articulating themes within and across LOBs and translating findings into actionable insights for leaders. + Provide overview of ongoing QA/QC of data to ensure accuracy. + Engage in horizontal efforts across the Skills Assessment team to support overall execution of the program, including process and tool improvements. + Support activities to ensure our processes have been effectively evidenced and communicated to successfully meet regulatory expectations. + Provide voice of the client from the LOB and key stakeholders back to central program team to support development of overall skills narrative. + Customize communications to ensure effective messaging across stakeholders at all levels. + Guide junior teammates to ensure flawless delivery of specific deliverables. **Required Qualifications:** + Minimum of 6 years’ experience in any of the following: Product or Program Development/ Management, Talent management, Organization Development, Change Management, HR GeneralistORrelevant experience leading complex projects, programs, or processes. + Demonstrated conceptual thinker with effective program and project management skills and experience, including ability to translate strategy into specific goals, tactics, and deliverables. + Strong relationship management skills with ability to consult, advise, and influence senior leaders in a matrix environment. + Experience interfacing with leaders at the Senior Executive level who are seasoned and sophisticated leaders. + Able to operate in an ambiguous environment or an environment where priorities may change quickly. + Attention to detail to ensure high quality of all deliverables provided to LOB and Audit. + Sound judgment and strong communication skills (written and verbal). + Proven ability to build and leverage positive relationships with peers, partners, and clients. + Ability to prioritize multiple ongoing project deliverables, with a strong bias for action and ability to drive work to completion within tight timelines. + Strong data analysis and interpretation experience. + Technical proficiency in PowerPoint and Excel. **Skills:** + Business Operations Management + Decision Making + External Resource Management + Payroll Management + Process Management + Crisis Management + Critical Thinking + Influence + Problem Solving + Strategic Thinking + Analytical Thinking + Business Process Analysis + Executive Presence + Policies, Procedures, and Guidelines Management + Quality Assurance + Project Management + Stakeholder Management **Minimum Education Requirement:** + BS/BA, preferably in relevant areas or equivalent work experience in lieu of degree. **Shift:** 1st shift (United States of America) **Hours Per Week:** 40 Bank of America and its affiliates consider for employment and hire qualified candidates without regard to race, religious creed, religion, color, sex, sexual orientation, genetic information, gender, gender identity, gender expression, age, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law, and as such affirms in policy and practice to support and promote the concept of equal employment opportunity and affirmative action, in accordance with all applicable federal, state, provincial and municipal laws. The company also prohibits discrimination on other bases such as medical condition, marital status or any other factor that is irrelevant to the performance of our teammates. To view the "Know your Rights" poster, CLICK HERE (https://u.go/0As7EN) . View the LA County Fair Chance Ordinance (https://dcba.lacounty.gov/wp-content/uploads/2024/08/FCOE-Official-Notice-Eng-Final-8.30.2024.pdf) . Bank of America aims to create a workplace free from the dangers and resulting consequences of illegal and illicit drug use and alcohol abuse. Our Drug-Free Workplace and Alcohol Policy (“Policy”) establishes requirements to prevent the presence or use of illegal or illicit drugs or unauthorized alcohol on Bank of America premises and to provide a safe work environment. To view Bank of America’s Drug-free Workplace and Alcohol Policy, CLICK HERE . This communication provides information about certain Bank of America benefits. Receipt of this document does not automatically entitle you to benefits offered by Bank of America. Every effort has been made to ensure the accuracy of this communication. However, if there are discrepancies between this communication and the official plan documents, the plan documents will always govern. Bank of America retains the discretion to interpret the terms or language used in any of its communications according to the provisions contained in the plan documents. Bank of America also reserves the right to amend or terminate any benefit plan in its sole discretion at any time for any reason.