Investigations Sr Manager - At-Risk Persons

Bank of America•Chandler, AZ

1d•Onsite

About The Position

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! Enterprise Job Description: 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. Directly supports the Investigative Services Executive or Background Screening Investigations Executive and provides program oversight in the absence of the Investigative Services Executive or Background Screening Investigations Executive. Responsible for the oversight of the management and administration of internal and external fraud investigation programs or background screening investigation programs domestically and internationally within highly diversified functions. Ensures consistent application of professional best practices in administering the overall investigation programs. Plans and organizes resources to achieve the group's goals and objectives. Coordinates the identification and reporting of significant issues and develops recommendations to executive management to mitigate losses. 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, share intelligence etc. This job is responsible for managing a unit for a site, region, or product line within the bank's internal operations. Key responsibilities include identifying, analyzing, and resolving highly complex problems, ensuring compliance with policies, and developing and implementing new processes to improve operating efficiency and ensure accuracy of workflow. Job expectations include managing employee performance, development, talent planning, and overseeing the budget, expenses, reporting, and forecasting. 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%). Additionally, this role contributes to and may lead specific projects and process improvement activities related to the enterprise ARP Investigations process as executed across Consumer FLUs and Control Functions (20%).

Requirements

4+ 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)

Nice To Haves

Extensive experience in Client Protection Operations
Ability to coach and develop others
Strong analytical skills and experience with data management reporting
Skills: Business Operations Management
Customer Service Management
Performance Management
Process Performance Measurement
Talent Development
Account Management
Client Management
Leadership Development
Process Management
Relationship Building
Hiring and Onboarding
Policies, Procedures, and Guidelines Management
Process Design
Risk Management
Workforce Analytics

Responsibilities

Manages a team of 15-20 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
Manage a team of At-Risk Persons (ARP) Investigators
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