Process Design Consultant II - 0900033633 - (US-MA-Boston - 02298)

Compensation: $100K - $100K / Year
Minimum Education: Bachelors
Job Type: Full Time
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Description
The Client Experience Evaluation & Improvement team is responsible for the understanding, monitoring and communicating key Voice of the Client metrics and data and developing ways to improve client experience throughout the Merrill Lynch Global Wealth Management Organization. This position is responsible for supporting the client experience service level oversight and improvement aspect of the group. In particular, the individual will work closely with internal and external client service providers, ensure service levels are incorporated into contracts and adhered to and working with partners on improvement opportunities.
Focus will include all Global Wealth Management - including all Products and Channels. The position reports into Client Experience Evaluation & Improvement, which is part of the GWM Business Management & Planning organization. The team is dedicated to relentless client focus and acting as the client advocate.

Key Responsibilities
* Work with internal and third party vendors to establish standards for performance. These parties will include all partners who interact directly with our end client. (i.e. call centers, fulfillment centers and online providers.)
* Establish and monitor performance reporting
* Raise awareness of partner performance
* Identify trends and create improvement or transition strategies

Qualifications
Qualifications
* Minimum BS or BA
* 7-10 Years experience in the financial services industry
* Client focus orientation
* Data analysis and management reporting skills
* Strategic thinker with the ability to correlate strategy to business results
* Strong thought leadership skills and excellence in driving results
* Excellent communication and presentation skills.

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