Consumer Site Leader - Fraud Detection Operations

Bank of America•Phoenix, AZ

10d•Onsite

About The Position

At Bank of America, the Consumer Site Leader for Fraud Detection Operations leads the day-to-day operations of a highly complex environment, working with key partners to grow the business responsibly and drive operational excellence. The role oversees multiple teams that review and resolve fraud alerts across channels and filters. These high-risk functions may involve significant financial exposure, large-dollar transactions, regulatory requirements, and firm deadlines. Strong business judgment and a robust risk-and-control framework are essential because decisions may materially affect losses, regulatory compliance, and clients. The position is accountable for site operations and the performance of direct and indirect employees. The role manages key performance indicators, makes difficult decisions, and drives employee satisfaction, retention, and development. It supports a positive employee environment and exceptional client care, while maintaining compliance, managing operational and financial performance, and resolving complex issues. The position may also include responsibilities for managing associates. Bank of America describes its culture as inclusive and focused on caring, employee development, recognition, and teammate wellness. The company is committed to an in-office culture that supports collaboration, engagement, and career development, with flexibility based on role-specific responsibilities and business needs.

Requirements

Ability to communicate, influence, and drive change across all organizational levels using advanced written, verbal, and presentation skills.
Ability to influence partners through data-driven business cases backed by subject matter expertise and encourage collaboration across lines of business.
Strong risk control framework knowledge.
Strong analytical skills.
Proven track record managing client experience initiatives.
Strong prior results with employee engagement.
Ability to deliver across varied planned and ad-hoc priorities and adapt in a dynamic, fast-paced environment.

Nice To Haves

Experience with Six Sigma or Lean practices and change management.
Bachelor's degree.
8–10 years of operations experience, including 3–5 years of supervisory experience.

Responsibilities

Drive key performance indicators with team managers by establishing routines for identification, coaching, evaluation, and recognition.
Ensure site-wide compliance with Enterprise Risk Framework standards and company guidelines to minimize losses and ensure legal compliance.
Lead division-wide initiatives, including engagement with senior partners and peers to implement company initiatives.
Influence partners and stakeholders and build relationships to achieve business goals and deliver results.
Promote employee engagement, satisfaction, retention, motivation, and career growth.
Identify risks, implement key controls, and confirm performance and risk objectives are met.
Analyze and resolve complex product or functional issues and a broad range of operational issues.
Partner with stakeholders to assess risks associated with process changes, procedures, products, and programs.
Manage budgets and expenses.
Lead reporting and forecasting for assigned areas.
Maintain required staffing levels and facilitate system access.
Model an inclusive environment for employees and clients aligned with company Great Place to Work goals.
Demonstrate process knowledge, operational excellence, innovation, simplicity, data-based decision-making, and continuous improvement.
Communicate enterprise decisions, purpose, and results, connecting them to team strategy, priorities, and contributions.
Ensure risk discipline, controls, and culture are in place to identify, escalate, and debate issues.
Provide inspection, coaching, and feedback to motivate, differentiate, and improve performance.
Manage expenses and budgets in alignment with objectives and make sound financial decisions.
Assess talent and build bench strength for roles across the organization.
Deliver business results by prioritizing, inspecting, and appropriately delegating team work.