Program 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. 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. 

Weekly Work Schedule: Monday - Friday (8 AM to 5 PM)

***Flexibility may be needed based on business needs***

Required Qualifications:

•  3+ years of Check Fraud and/or Digital Fraud Claims experience

•  Experience in completing analysis on root cause and process/system issues or changes

•  Customer centric approach to problem resolution

•  Exceptional critical thinking with an end to end focus

•  Self-starter and able to work independently as well as in a team environment

•  Strong ownership skills

•  Must be flexible and adapt quickly to change

•  Ability to prioritize work and meet established deadlines

•  Experience utilizing Excel and PowerPoint

•  Strong written and oral communication skills

•  Able to interact effectively with all levels of leadership

• Attention to detail

.

Desired Qualifications:

•  Awareness of Six Sigma/Lean practices and change management preferred

•  Experienced in working in a highly matrixed environment across hierarchies and levels

•  Experience working with Technology teams in both Agile and Waterfall environments

•  Current Claims/Fraud experience (Reg. E, Reg. Z, NACHA)

•  Visio

•  Strong Data understanding

Responsibilities:

• Assists with defining program controls, processes, procedures, reporting cadence, decision governance structures, and ways of working with key stakeholders 
• Partners closely with project sponsors, cross-functional teams, and assigned project managers to develop the scope, deliverables, required resources, work plan, budget, and timing for new change initiatives
•  Supports the execution of defined tasks through tracking of program milestones and their statuses, developing program plans, and measuring progress against ongoing key performance indicators
• Analyzes, evaluates, and overcomes program risks and produces program reports for managers and stakeholders
• Identifies key requirements for cross-functional teams and external vendors to perform in alignment with the program objectives 
• Works with other program managers to identify risks and opportunities across multiple projects within the department, leading them to negotiate decision making for efficient and effective resolution
• Meets with stakeholders to provide transparency into project issues and decisions on services, builds positive relationships, asks questions, and uses tools to uncover root causes to challenges, identify opportunities, and make recommendations

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

LOB Specific Information:

Job Description:

Lead cross-functional fraud and/or claims initiatives; work with operations, Risk Management, Analysis and Strategies, Investigations, and other partners within the bank to implement changes to better detect, deter, recover and/or prevent fraud. Document policies and procedures to ensure fraud and/or claims adherence and communicate to relevant organizations. Understand and quantify risks associated with new or proposed processes or procedural changes, new products or programs. Implement and track key portfolio and policy metrics.

Responsibilities:

•  Manages large projects from initiation through implementation for Claims Resolution & Recovery (CR&R) across multiple product lines impacting technology, regulatory, operations, and vendor.

•  Directs the research of existing operations, procedures, workflow, product and service requirements. Manages the analysis of assembled data to define problems, which would include cost/benefit analysis and scope of the project.

•  Decisions made during the project may have significant impact affecting more than project area.

•  Works directly with senior management of the operations area to set strategic direction of the project.

•  May be required to interact with management outside of operations area, including technology, product /support teams, and negotiation with vendors/consultants on contractual issues such as services, bids/fees and delivery timetables.

•  Requires an in-depth knowledge of project management, the bank and overall operations environment so that project impact is well defined.

•  Functions supported typically have high monetary exposure and risk involving the processing of large $ volumes and regulatory restrictions.

•  Requires a working knowledge of end to end processes since decisions have significant impact affecting multiple and diverse operations and product lines.

•  Resolves broad operational issues and coordinates activities and processes within line of business/operations segments.

•  Identifies, analyzes and resolves complex problems related to product lines or functions, using general practices and precedents to resolve.

•  Develops and analyzes procedures to enhance unit and/or product-related activity.

•  Responsible for development and presentation of business cases supporting process and technology changes.

•  Ensures proper communication and compliance of company and regulatory policies affecting areas supported.

Shift:

1st shift (United States of America)

Hours Per Week: 

40