Program Lead (Fraud Support)

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 supporting programs and projects specific to corporate change initiatives that impact how the bank does business, provides a product or service, or executes a function. Key responsibilities include assisting department managers with critical change initiatives and communicating, influencing, and negotiating both vertically and horizontally to obtain or leverage necessary resources. Job expectations include delivering regulatory and executive material and ensuring results align to program strategy, simplification, and new capabilities. 

In this role you will be responsible for working closely with stakeholders from across the organization to drive transformational process improvements. You will be accountable for maximizing operational efficiency, reducing fraud losses and improving client experience.

Responsibilities:

• Engaging with business partners to analyze, implement, and update processes by utilizing sound process improvement models and techniques.

• Managing the design or redesign of processes or projects using six sigma or related methodologies (i.e. Ops Excellence)

• Integrating best practices with process design to ensure continuous process improvement.

• Building action plans and driving their execution

• Applying business redesign concepts and practices.

• Leading cross-functional fraud initiatives in partnership with Operations, Risk Management, Analytics, Investigations, and other partners within the bank to implement changes to better detect, deter, recover and/or prevent fraud.

• Documenting policies, communicating them to relevant organizations and ensuring adherence.

• Understanding and quantifying risks associated with new or proposed processes or procedural changes, new products or programs.

• Leading and/or supporting UCRA development and approval for relevant projects and ensuring adherence to the UCRA policy

Required Qualifications:

• 2+ years of Fraud Detection Operations experience with strong working knowledge of non-monetary filters (Mobile Wallet, Digital Authentication Fraud, and Scams)

• Must possess strong background in supporting frontline production units, driving efficiencies and supporting LOB leadership.

• Detail oriented, ability to interpret data and compile it into value-added information for leaders

• Strong presentation, written, communication and organization skills. Ability to plan and facilitate meetings, prepare communication materials

• Strong organizational skills

• Ability to navigate complex and ambiguous environment

• Demonstrated ability to solve problems and make decisions

• Flexible and adaptable with strong time management skills

• Ability to lead projects and continually utilize independent judgment

• Knowledge of the Fraud Detection Operations space and how interconnected partner groups within Client Protection work together to drive improvement

• Ability to multitask on several competing high priority projects while able to pivot quickly to urgent requests then quickly move back on task

• Intermediate knowledge of Tableau

• Intermediate knowledge of SharePoint

• Strong Microsoft Office skills, with intermediate Excel & PowerPoint skills

• Ability to analyze, deconstruct and present data in a meaningful way enabling the business to use that information while making key decisions

• Strong organization skills using proven task management methodologies

Desired Qualifications:

• Experience or strong working knowledge of additional Fraud Detection Operations channels/filters

• Bachelor’s degree or equivalent

• Lean Six Sigma Certification

• Previous Management/Leadership experience

• Project Management

• Proven track record of building and deploying fraud process and control changes

• Proven track record in being able to work effectively in a fast-paced, dynamic, highly matrix and complex environment.

Skills:

• Process Design

• Program Management

• Project Management

• Reporting

• Strategy Planning and Development

• Issue Management

• Oral Communications

• Presentation Skills

• Prioritization

• Problem Solving

• Performance Management

• Process Performance Management

• Process Simplification

• Risk Management

• Workforce Planning

Internal employees who are currently working from home are still eligible to apply. However, if selected for the role, you may be required to work onsite in accordance with the workplace excellence policy.

Shift:

1st shift (United States of America)

Hours Per Week: 

40