Operations Support Lead III

Bank of America•Fort Worth, TX

32d•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! Job Description: This job is responsible for supporting the business in meeting operational goals by performing a wide array of functions and assisting managers to ensure employees are ready to serve clients. Key responsibilities include creating, analyzing, and automating business reporting to identify risks and trends, administering bank or LOB programs/policies/procedures, remediating complex system issues, and provisioning employees with the tools necessary to assist clients. Job expectations include strong working knowledge of the business unit’s operations and keen risk management focus. The Operations Support Lead III role ensures the ARP Senior Investigators are analyzing and interpreting information gathered from numerous Consumer databases across the Enterprise. These details are used to evaluate the clients’ financial patterns and history, to determine/ carry out any risk mitigation action as necessary, and to protect the client from further exploitation/harm. In addition, this role also verifies that the Senior Investigators are preparing reporting that is thorough; capturing investigative details and determining if the client meets specific criteria that may result in the recommendation for reporting to the appropriate State agencies.

Requirements

3+ years of fraud/At Risk Persons experience and/or 2+ years of analytical experience (Payment card /Retail Bank background preferred)
Strong quantitative, critical thinking, and analytical skills
Ability to communicate and interact with a high degree of professionalism with executive level personnel across the business
Ability to work independently as well as part of a virtual team
Innovative mindset with the ability to challenge the status quo
Ability to proactively identify, analyze, and improve upon existing processes for optimization and to meet deadlines
Experience conducting investigations involving financial crimes, fraud, or the financial industry and/or financial institution operations and products experience.
Exceptional communication skills; exhibits confidence and clarity of message through both written and verbal correspondence.
Ability to prioritize work, effective time management, initiative, and thoroughness.
Self-starter capable of analyzing and reporting independently
Proficient in Microsoft suite and other financial industry related software
Access and Identity Management
Critical Thinking
Problem Solving
Research
Technical Troubleshooting
Adaptability
Attention to Detail
Business Operations Management
Influence
Prioritization
Administrative Services
Business Acumen
Planning
Reporting
Written Communications

Nice To Haves

Proven strong analytical and communication skills.
Experience with Tableau reporting
Bachelor’s degree in a related field or equivalent work experience is preferred.
5+ years’ experience conducting investigations, preferably in financial crimes, At-Risk Persons, fraud, or the financial industry
In depth knowledge and experience with Consumer products and services, and applicable compliance rules and regulations
Interaction with Front/Second Line Units & Customers/Clients

Responsibilities

Provides employees with the tools needed to assist clients while resolving toxic access scenarios (may include equipment, system access, skilling, etc.)
Remediates complex system issues escalated by Business Support Lead II's
Designs and maintains SharePoint, creating workflows to simplify processes
Assists operations with performance analysis to address outliers
Partners with technology and platform engineering to test system impacts of planned updates

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