Investigations Sr Manager - Deerfield Site - Delaware

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 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 Summary:
This job is responsible for managing overall team performance and ensuring processes and controls for investigating, escalating, and reporting suspected financial exploitation or abuse of clients are properly followed in compliance with state laws. Key responsibilities include managing a team of investigators to meet individual and team performance goals and metrics, while managing risk and driving operational excellence. Job expectations include conducting performance reviews, hiring, onboarding, and team retention while ensuring client care delivery and quality of case referral reviews.

Within Consumer & Small Business Banking, the Investigations Sr Manager provides team and process management for At Risk Persons Investigations (ARP), spanning U.S. ARP processes. ARP is responsible for overseeing end-to-end investigations, client experience, risk identification, quality, production, and adherence to the ARP Policy and ARP Center of Excellence Operating Model. This role provides leadership to a team comprised of 15-20 exempt Senior Investigators, as well as ensures collaboration with Global Wealth Management peer organization. Primary emphasis is on team leadership, coaching ,development, and performance (80%). 

Enterprise Responsibilities:

• Manages a team of 15-20 At Risk Persons (ARP) Investigators Investigators to achieve individual and team performance measures, metrics and goals

• Develops and analyze processes, procedures and communications to ensure operational excellence and efficiency

• Coordinates the identification and reporting of significant issues and develops recommendations to executive management to mitigate losses

• Ensures consistent application of professional best practices in administering the overall investigation programs

• Maintains close business relationships with business partner executives, ensuring significant issues and fraud trends are effectively communicated and acted upon

• Works closely with law enforcement, regulatory and industry counterparts to proactively pool resources and share intelligence

• Manages staffing levels and capacities, prioritizes employee development by providing effective coaching and training, and shares constructive feedback to drive Operational Excellence

• Oversees end-to-end processes and ensures adherence to bank and regulatory policy and procedures when making decisions that impact various operations and product lines

• Develops and analyzes procedures to enhance unit and/or product-related activities and oversees budget and expense management, reporting, and forecasting for designated areas

• Implements improvements to drive the growth to the overall processes and identifies data, metrics, and key performance indicators to measure process effectiveness

• Aligns bank priorities and strategies to employee metrics and goals, evaluates employee progress, and strives to recognize, encourage, and improve team performance to support an inclusive work environment

• Meet individual and team performance measures and metrics

• Review and analyze daily & weekly metrics to identify performance improvement opportunities 

• Drive a culture of effective risk management, client care, and process improvement

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 &