Sr. Operations Manager- Enterprise Fraud Management & Controls (Phoenix Or Newark)

Bank Of America Corporation Newark , DE 19712

Posted 2 months ago

Job Description:

Job Description & Responsibilities:

Unit Manager for Claims Resolution and Recovery organization. This role includes, but is not limited to, the following responsibilities:

  • Oversight of eight or more Fraud Claims teams located in Phoenix and Delaware.

  • Dotted line responsibility with India iClaims team & various vendors.

  • Timely review Fraud Claims to determine pay/deny decisions on Credit, Check & Digital, and ATM/Debit products

  • Recover potential Fraud Losses using all available tools and processes

  • Manage Wealth Claims back office teams across all products and types of claims

  • Ensure timely escalation and remediation of issues and Manage additional Enterprise Fraud Policy projects and functions as required.

Required Skills:

  • Strong Operations experience in leading team managers in multiple sites preferably with Fraud and / or non-Fraud experience

  • Strong Analytical skills

  • Ability to work with and communicate with all levels across 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. ability to challenge in a firm but non-confrontational manner

  • Ability to deliver across a varied set of priorities, both planned and ad-hoc, and adapt within a dynamic and fast-paced environment

Enterprise Role Overview:

Manages a medium-large segment or unit(s) of a product line and/or function of the company's operations activities. Functions managed typically have a high degree of monetary exposure due to transaction size and critical daily production windows which can impact client relationships. Oversees daily activities and ensures adherence to procedures and regulatory requirements (e.g. transaction research). Develops and implements new processes/procedures to improve operating efficiency and to ensure timeliness and accuracy of workflow. Reviews and recommends new methods and procedures to make daily operations in the areas more efficient. Manages performance for their entire team, including Associate development, compensation decisioning, and talent planning. Responsible for expense management, reporting and forecasting. Requires general knowledge of managing an operations area and may be used as a primary contributor in a variety of projects. Leads and directs the work of others and ensures staffing levels and capacity are appropriate to meet production requirements. Manages client, business and/or supplier relationships. Six Sigma/Lean experience preferred. Incumbents normally have 2-4 years of operational management experience. Directly manages 4-12 associates and has a department of 40 - 100 associates and may cover multiple shifts/sites. Bachelors degree or equivalent preferred.

Posting Date: 09/27/2018

Location: Phoenix, AZ, CATALINA BLDG, 1825 E Buckeye Rd, Newark, DE, Deerfield I, 655 Paper Mill Rd, - United States

Travel: Yes, 15% of the time

Full / Part-time: Full time

Hours Per Week: 40

Shift: 1st shift

Weekly Schedule: Monday thru Friday, 8:00-5:00pm


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Sr. Operations Manager- Enterprise Fraud Management & Controls (Phoenix Or Newark)

Bank Of America Corporation