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Service Delivery Consultant II – CPO AI Enablement/Virtual Assistant at Bank of America, Charlotte

Service Delivery Consultant II – CPO AI Enablement/Virtual Assistant at Bank of America in Charlotte. Full-time. $102,500 to $150,000 a year. Apply with swipeandhired.

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 managing 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 partnering with the HR program design functions to recommend solutions and requirements for new programs. Job expectations include understanding the programs/products, operational requirements, end-to-end processes, and oversight necessary to deliver HR programs successfully and effectively.

This role will support AI Enablement across the Chief People Origination (CPO), with a primary focus on piloting, developing, and implementing CPO line-of-business AI agents using Microsoft Copilot Studio. The role will serve as a key liaison between CPO business teams and technology partners, helping translate business needs and processes into clear product requirements, coordinating agent design and development, managing product issues and enhancements, supporting testing and readiness, and driving implementation through launch. The individual will help establish a scalable approach for bringing agentic capabilities into CPO while ensuring solutions are practical, user-focused, and aligned with business priorities.

The role will also provide support across CPO's broader AI and digital employee experience strategy, including the evolution of Flagscape, HR Connect, and Erica for Employees toward greater use of generative AI for content delivery, employee support, and transaction enablement. Working across Technology, Employee Channels, Communications, Service Delivery, and CPO business teams, the role will help define requirements, coordinate testing and validation, resolve implementation issues, and support the successful delivery of new AI-enabled capabilities that simplify how employees access information, complete HR-related tasks, and interact with CPO services.

Responsibilities:

Performs complex analytics, consulting, and process design tasks to support the successful delivery of Global Human Resources (GHR) products and programs
Evaluates existing processes, technologies, and routines to drive process improvements
Implements controls to mitigate and manage compliance and operational risk
Manages a variety of routine to complex operational and strategic activities to ensure programs are executed accurately and effectively, while coaching and developing team members
Partners with HR program functions on an ongoing basis to ensure processes meet design requirements
Supports larger, complex initiatives by identifying solutions that meet business needs and priorities
Serve as a liaison between CPO business teams and Technology to translate business needs into requirements for AI-enabled solutions

Support the pilot, development, implementation, and enhancement of CPO agents using Microsoft Copilot Studio

Manage product activities including requirements, user stories, backlog prioritization, testing, validation, and implementation readiness

Coordinate product issues, defects, dependencies, and enhancements through resolution

Support GenAI capabilities across Flagscape, HR Connect, and Erica for Employees, including content, employee support, and transaction enablement

Partner with CPO process owners and cross-functional teams to integrate AI capabilities into business processes and employee experiences

Analyze user feedback, adoption, and usage data to identify opportunities for improvement

Support implementation, change readiness, documentation, and adoption of new AI capabilities

Identify and manage risks, issues, and controls associated with AI and digital product delivery

Identify opportunities to simplify processes and improve the end-user experience

Required Qualifications

Minimum 3 years of Global Human Resources experience
Strong written and verbal communication skills, with the ability to translate business needs into clear requirements and effectively communicate across business and technology teams
Project management and/or product delivery experience, including supporting complex, cross-functional initiatives
Demonstrated analytical and research skills, with the ability to evaluate business processes, identify gaps, define requirements, and recommend solutions
Experience gathering and documenting business requirements and supporting testing, validation, and implementation activities
Highly organized with strong attention to detail and accuracy
Ability to manage multiple priorities, work with a sense of urgency, and drive issues through resolution
Strong problem-solving and analytical capabilities
Demonstrated employee experience mindset with a focus on simplifying processes and improving how employees access services
Collaborative team player with the ability to build relationships and work effectively across functions
Proactive self-starter with a continuous improvement mindset and willingness to learn and adopt emerging technologies
Ability to work within a global team across time zones, including occasional weekends/holidays for system or project implementations
Proficiency with Microsoft Office products, including Outlook, Excel, PowerPoint, and Word

Desired Qualifications

Experience supporting AI, generative AI, automation, virtual assistant, or other emerging technology solutions
Experience with Microsoft Copilot, Copilot Studio, or similar low-code/no-code AI development platforms
Experience translating business processes and use cases into requirements for technology solutions
Experience with agile product delivery, including defining requirements and user stories, backlog management, user acceptance testing, and validation
Experience supporting technical product changes, system integrations, and/or data integrations
Experience developing business process flows and identifying opportunities for automation and simplification
Knowledge of content management, knowledge management, and/or digital employee experience platforms

Experience supporting product implementation, change readiness, and user adoption

Skills:

Analytical Thinking
Critical Thinking
Decision Making
Payroll Management
Process Management
Business Operations Management
Influence
Problem Solving
Quality Assurance
Strategic Thinking
Business Process Analysis
Data Governance
Executive Presence
External Resource Management
Policies, Procedures, and Guidelines Management
Business Process Analysis
Business Requirements Development
Product Management
Project Management
Agile Methodology
User Acceptance Testing
Technology Integration
Change Management
Stakeholder Management
Artificial Intelligence / Generative AI

Internal employees who are currently working from home are still eligible to apply. However, if selected for the role, you may be required to work onsite in accordance with the workplace excellence policy

Shift:
1st shift (United States of America)

Hours Per Week:
40

Pay Transparency details

US - NJ - Pennington - 1500 American Blvd - Hopewell Bldg 5 (NJ2150)

Pay and benefits information

Pay range

$102,500.00 - $150,000.00 annualized salary, offers to be determined based on experience, education and skill set.

Discretionary incentive eligible

This role is eligible to participate in the annual discretionary plan. Employees are eligible for an annual discretionary award based on their overall individual performance results and behaviors, the performance and contributions of their line of business and/or group; and the overall success of the Company.

Benefits

This role is currently benefits eligible. We provide industry-leading benefits, access to paid time off, resources and support to our employees so they can make a genuine impact and contribute to the sustainable growth of our business and the communities we serve.