Consumer Site Leader - Fraud Detection Operations

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 and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates’ physical, emotional, and financial wellness through affordable, competitive and flexible benefits. We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve. Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs. 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 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.

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.

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:

• 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    

Desired Qualifications:     

  Six Sigma/Lean practices and change management

•  Bachelor's degree

   8-10 years of Operations experience including 3-5 years of supervisory experience  

Skills:

• Inclusive Leadership
• Performance Management
• Result Orientation
• Risk Management
• Strategic Thinking
• Business Intelligence
• Change Management
• Conflict Management
• Customer and Client Focus
• Drives Engagement
• Hiring and Onboarding
• Leadership Development
• Retention
• Talent Development
  

Shift:

Hours Per Week: