Investigations Sr Manager

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 is core to how we drive Responsible Growth. This includes our commitment to being an inclusive workplace, attracting and developing exceptional talent, supporting our teammates' physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve.

Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations.

At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us
 

Job Summary:
This job is responsible for managing overall team performance and ensuring processes and controls for investigating, escalating, and reporting suspected financial exploitation or abuse of clients are properly followed in compliance with state laws. Key responsibilities include managing a team of investigators to meet individual and team performance goals and metrics, while managing risk and driving operational excellence. Job expectations include conducting performance reviews, hiring, onboarding, and team retention while ensuring client care delivery and quality of case referral reviews.

Within Consumer & Small Business Banking, the Investigations Sr Manager provides team and process management for At Risk Persons Investigations (ARP), spanning U.S. ARP processes. ARP is responsible for overseeing end-to-end investigations, client experience, risk identification, quality, production, and adherence to the ARP Policy and ARP Center of Excellence Operating Model. This role provides leadership to a team comprised of 15-20 exempt Senior Investigators, as well as ensures collaboration with Global Wealth Management peer organization. Primary emphasis is on team leadership, coaching ,development, and performance (80%). 

Enterprise Responsibilities:

• Manages a team of 15-20 At Risk Persons (ARP) Investigators Investigators to achieve individual and team performance measures, metrics and goals

• Develops and analyze processes, procedures and communications to ensure operational excellence and efficiency

• Coordinates the identification and reporting of significant issues and develops recommendations to executive management to mitigate losses

• Ensures consistent application of professional best practices in administering the overall investigation programs

• Maintains close business relationships with business partner executives, ensuring significant issues and fraud trends are effectively communicated and acted upon

• Works closely with law enforcement, regulatory and industry counterparts to proactively pool resources and share intelligence

• Manages staffing levels and capacities, prioritizes employee development by providing effective coaching and training, and shares constructive feedback to drive Operational Excellence

• Oversees end-to-end processes and ensures adherence to bank and regulatory policy and procedures when making decisions that impact various operations and product lines

• Develops and analyzes procedures to enhance unit and/or product-related activities and oversees budget and expense management, reporting, and forecasting for designated areas

• Implements improvements to drive the growth to the overall processes and identifies data, metrics, and key performance indicators to measure process effectiveness

• Aligns bank priorities and strategies to employee metrics and goals, evaluates employee progress, and strives to recognize, encourage, and improve team performance to support an inclusive work environment

• Meet individual and team performance measures and metrics

• Review and analyze daily & weekly metrics to identify performance improvement opportunities 

• Drive a culture of effective risk management, client care, and process improvement

Managerial Responsibilities:
This position may also have responsibilities for managing associates. At Bank of America, all managers at this level demonstrate the following responsibilities, in addition to those specific to the role, listed above.

• Opportunity & Inclusion Champion: Models an inclusive environment for employees and clients, aligned to company Great Place to Work goals.

• Manager of Process & Data: Demonstrates deep process knowledge, operational excellence and innovation through a focus on simplicity, data based decision making and continuous improvement.

• Enterprise Advocate & Communicator: Communicates enterprise decisions, purpose, and results, and connects to team strategy, priorities and contributions.

• Risk Manager: Ensures proper risk discipline, controls and culture are in place to identify, escalate and debate issues.

• People Manager & Coach: Provides inspection, coaching and feedback to motivate, differentiate and improve performance.

• Financial Steward: Actively manages expenses and budgets in alignment with objectives, making sound financial decisions.

• Enterprise Talent Leader: Assesses talent and builds bench strength for roles across the organization.

• Driver of Business Outcomes: Delivers results by effectively prioritizing, inspecting and appropriately delegating team work.

Required Qualifications:

• 5+ years leading, coaching, and managing high performing teams of 10-20 Exempt status DRs within the financial services industry

• Proven track record of coaching and improving performance in others in a quality production environment

• Strong influencer and communicator

• Strong critical thinker who thinks broadly to provide solutions

• Proficient in proactively identifying areas of risk and providing mitigation plans

• Must be able to partner with other Team Managers and other LOB partners for the collective success of the operations

• Executive presence and strong risk mindset

• Projects enthusiasm, optimism, and determination

• Ability to work independently and make sound decisions

• Demonstrated ability to communicate (written and verbal) with internal and external partners, including presentations to an executive leadership level audience

• Ability to manage and shift priorities as needed

• Microsoft Office (Word, Excel, PowerPoint, Outlook)

Desired Qualifications:

• Experience working in the fraud, consumer, financial center or contact center environment

• Ability to analyze data at the team and individual level

• Knowledge of Consumer Products and Complaint tracking process

Skills:

• Business Process Analysis

• Coaching

• Decision Making

• Fraud Management

• Investigation Management

• Business Operations Management

• Collaboration

• Performance Management

• Prioritization

• Process Simplification

• Change Management

• Customer Service Management

• Drives Engagement

• Hiring and Onboarding

• Process Design

Minimum Education Requirement: High School Diploma / GED / Secondary School or equivalent

Shift:

Hours Per Week: