Consumer Site Leader - Fraud Detection Operations

Bank of America•Phoenix, AZ

12d•Onsite

About The Position

This job is responsible for leading the day-to-day operations of a highly complex environment, working closely with key partners to grow the business responsibly while driving operational excellence. Key responsibilities include leading a positive atmosphere for our employees and delivering exceptional client care. Job expectations include managing key performance indicators, making difficult decisions, and driving employee satisfaction, retention, and development. The Consumer Site Leader for Fraud Detection Operations will oversee 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 role is accountable for site operations and performance of direct and indirect employees.

Requirements

Ability to communicate, influence and drive change across all levels of the organization, leveraging advanced written, verbal and presentation skills
Ability to Influence partners via data-driven business cases backed by subject matter expertise, and to encourage collaboration across lines of business.
Strong Risk Control framework
Strong Analytical skills
Proven track record managing Client Experience initiatives
Strong prior results with Employee Engagement
Ability to deliver across a varied set of priorities, both planned and ad-hoc, and adapt within a dynamic and fast-paced environment

Nice To Haves

Six Sigma/Lean practices and change management
8-10 years of Operations experience including 3-5 years of supervisory experience

Responsibilities

Drives key performance indicators with team managers to build foundational routines through identification, coaching, evaluation, and consistent themes of recognition.
Ensures site-wide compliance with our Enterprise Risk Framework standards and company guidelines to minimize losses and ensure legal compliance.
Leads division-wide initiatives that may include engagement with senior partners and peers to implement company initiatives.
Influences key partners and stakeholders with a focus on relationship building to assist in achieving desired business goals and delivering exceptional results.
Encourages a culture that prioritizes employee engagement, satisfaction, and retention while also supporting talent 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.
Resolve 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.
Models an inclusive environment for employees and clients, aligned to company Great Place to Work goals.
Demonstrates deep process knowledge, operational excellence and innovation through a focus on simplicity, data based decision making and continuous improvement.
Communicates enterprise decisions, purpose, and results, and connects to team strategy, priorities and contributions.
Ensures proper risk discipline, controls and culture are in place to identify, escalate and debate issues.
Provides inspection, coaching and feedback to motivate, differentiate and improve performance.
Actively manages expenses and budgets in alignment with objectives, making sound financial decisions.
Assesses talent and builds bench strength for roles across the organization.
Delivers results by effectively prioritizing, inspecting and appropriately delegating team work.