Service Delivery Exec (GHR) - Payroll

Bank of America · Charlotte

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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 championing the development, improvement and delivery of Global Human Resources (GHR) projects and programs sharing strategic guidance and subject matter expertise. Key responsibilities include ensuring the integration of delivery and end-to-end maintenance of core processes and programs. Job expectations include developing and approving strategy, influencing, educating, and collaborating on initiatives with key stakeholders, and providing oversight on programs and products, operational requirements, and end-to-end processes to deliver GHR programs.

Responsibilities:

• Establishes strategy for team priorities
• Manages external vendor partnerships and performance
• Drives end-to-end process efficiency and effectiveness and champions data-driven decision-making to optimize operations
• Implements controls to mitigate and manage compliance, governance, and operational risk
• Manages a variety of routines to complex operational and strategic activities to ensure programs are executed accurately and effectively
• Allocates and manages resources across the team to drive short and long term goals
• Oversees budgets and project funding

Required Qualifications:

• 10+ years of U.S. payroll operations experience, currently in a senior leadership role managing large, multi-level payroll teams

• Proven track record leading enterprise-scale payroll operations for a complex organization of 100,000+ employees, ideally within financial services or another highly regulated industry

• Recognized subject matter expert in Workday Payroll with deep, hands-on knowledge of the end-to-end process, including pay calculation, pay run and settlement, payroll accounting, and payroll audit and reconciliation

• Thorough understanding of Workday Payroll integrations and upstream/downstream dependencies

• Strong command of quarterly and year-end payroll processes

• Demonstrated experience designing and operating a robust payroll control environment

• Experience leading Workday Payroll releases, configuration changes, testing, and continuous improvement initiatives, with the ability to translate business requirements into system solutions

• Proven ability to manage external vendor partnerships against defined service levels and performance metrics

• Data-driven leader who uses payroll metrics, KPIs, and root-cause analysis to improve accuracy, timeliness, efficiency, and the employee experience

• Strong incident management skills with the ability to quickly resolve high-impact payroll issues and communicate clearly with senior leaders and stakeholders

• Excellent executive-level communication skills, with the ability to explain complex payroll concepts to non-specialist audiences and influence across Human Resources, Finance, Tax, Technology, and Risk

Desired Qualifications:

• Experience leading or partnering with global payroll operations across multiple countries and regions (e.g., EMEA, APAC, LATAM, Canada), including in-country payroll providers and regional delivery models

• Experience with global payroll transformation, including payroll consolidation, vendor rationalization, and moving to a harmonized global operating model or platform

• Ability to design standardized global payroll processes, controls, and governance while accommodating local regulatory requirements

• Experience identifying synergies across U.S. and international payroll, including shared technology, centers of excellence, global reporting and metrics, and consistent service standards

• Experience leading or influencing geographically dispersed teams across time zones and cultures

• Professional payroll certification preferred, such as Certified Payroll Professional (CPP), a global payroll certification, or Workday Pro Payroll

• Bachelor's degree or equivalent experience

Skills:

• Business Operations Management
• Decision Making
• External Resource Management
• Payroll Management
• Process Management
• Crisis Management
• Critical Thinking
• Influence
• Problem Solving
• Strategic Thinking
• Operational Excellence
• Risk and Control Management
• Change Management
• Quality Assurance

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