Operations Lead

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.Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day.

One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. We’re devoted to being a diverse and inclusive workplace for everyone. We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being.

Bank of America believes both in the importance of working together and offering flexibility to our employees. We use a multi-faceted approach for flexibility, depending on the various roles in our organization.

Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference. Join us!

Job Description:

This job is responsible for overseeing a unit or section of a segment for a site, region, or product line within the bank’s internal operations. Key responsibilities include identifying, analyzing, and resolving complex problems, ensuring compliance with policies, and identifying opportunities to improve process performance and operating efficiency. Job expectations include knowledge of operations support management and expertise in functional area(s) gained through increasingly more responsible management positions in operations.

Line of Business Job Description:

Global Operations, Anti Money Laundering (AML) is responsible for completing Refresh Activities such as Know Your Customer (KYC) and Client Due Diligence (CDD) checks for all clients that do business with the Bank. Refresh Teams are responsible to collect and maintain client documents to ensure activities are executed in alignment with Laws, Rules, Regulation, and Bank Policies.

This position is for a Remediation Unit Manager.

Responsibilities:

• Develops and implements procedures to enhance productivity and efficiency and manage business change
• Serves as an escalation point to resolve broad and complex operational issues
• Responsible for expense management, reporting and forecasting for operations areas managed as well as compensation decisioning, talent planning, and performance management at a senior level
• Manages a large team or multiple smaller teams across one or more sites, regions or product lines in an operations support function
• Supports functions carrying a substantial risk of exposure and potential loss with significant impact on major corporate customer relationships

Unit Manager’s primary responsibilities will include:

• Remediation Unit Manager, responsible for managing performance and productivity of Client Refresh for Remediation teams across multiple sites. Ensure cases are completed within established service level agreements (SLAs).
• Assess the AML Refresh process specific to how we currently handle the remediation of client cases for both procedural defects and Regulatory change cases.
• Review entire remediation process to understand how cases are currently remediated, identify gaps, and determine solutions to bridge gaps. Look for opportunities to enhance the overall process.
• Overhaul procedures based upon changes implemented within the Remediation process. Specific to defect remediation, implement a process that allows for feedback to the impact Analyst to ensure coaching on defects that will alleviate future inline quality failures.
• Monitor daily staffing reports, SLA performance, Key Controls.
• Act as the subject matter expert on the process. Prepare monthly production highlights to share with SLT, Liaison to Business Controls Exam Management for Regulatory requests, internal/external audits. 
• Support team members liaising with sales/client outreach teams to obtain and validate correct documentation to fulfill Refresh requirements.
• Managing the performance and productivity of client refresh teams across (3) sites in Texas (Addison, Ft. Worth, Plano).
• Ensure teams is in adherence to all jurisdictional regulatory requirements related to KYC.
• Engage with senior stakeholders and leaders to identify issues and/or control improvements for remediation.
• Lead & develop managers of these teams in all aspects of the AML Refresh process, including career development.

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.

• Diversity & Inclusion Champion: Models an inclusive environment for employees and clients, aligned to company D&I 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:

• 5+ years’ experience leading production teams and people management.
• 2+ years of AML, Risk Management and/or Business Controls with proven success in identification of process gaps.
• Strong executive presence and communication skills.
• Documented experience performing in a process-oriented production environment that changes periodically.
• Familiar with MS Office Suite (Excel/Word/Outlook/Access).
• Proven ability to work in a team environment, organize work & prioritize tasks, handle multiple assignments simultaneously, successfully meet tight deadlines while ensuring data accuracy/integrity, and ability to work and execute with minimal supervision or remote management.

Desired Qualifications:

• Experience working in highly productive teams within a fast-paced environment.
• College degree (Associates or higher) or comparable work experience.

Skills:

• Business Operations Management
• Drives Engagement
• Process Management
• Process Performance Measurement
• Result Orientation
• Customer and Client Focus
• Planning
• Reporting
• Risk Management
• Talent Development
• Fraud Management
• Interpret Relevant Laws, Rules, and Regulations

Shift:

1st shift (United States of America)

Hours Per Week: 

40