Description

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 Description:
This job is responsible for managing a group of team leaders and employees who develop strategies and drive analytics to understand portfolio risk, increase profitability, and optimize operational performance. Key responsibilities include setting strategic priorities for the team, identifying trends, and leading efforts to maximize risk versus return for the business unit. Job expectations include using data and analytics to solve complex problems, coaching and developing employees, and partnering across technology, product, and risk leadership to drive performance.

Are you a strategic and analytical thinker who wants the chance to have a real impact on the business? Are you fascinated by fraud activity in a quickly evolving world and finding ways to prevent it? We are investing in world-class solutions to protect our clients from fraud and searching for the right analytic leader to help drive that transformation!

Our team (Fraud Strategic Enablement) is tasked with driving the strategy, design, and execution of the next-generation of fraud controls to protect our clients. We are investing heavily in new capabilities and have built a strong team of seasoned fraud leaders and industry experts to lead the programs. We are looking for a senior leader who can lead the Contact Center and Interactive Voice Response Authentication Strategy and drive the transformation agenda and roadmap. This is a broad, high visibility role that offers great opportunities to influence "what" and "how" we deploy strong best-in-class capabilities to protect the bank's and our clients' money.

Responsibilities:

• Establishes department-wide strategies and oversees portfolio trend analysis, forecasting, and risk/control performance
• Leads innovation by identifying and championing large scale initiatives that improve the risk management, profitability, and control oversight of risks for their business unit(s)
• Identifies business trends based on economic and portfolio conditions and communicates findings to senior management
• Coaches employees on best practices for structuring complex problems, performing analysis, and communicating the results and implications of their work
• Builds and maintains strategic relationships with peers and counterparts across product, technology, and business control functions
• Ability to translate complex findings into clear, actionable recommendations for key stakeholders
• Leverage insights from data & analytics, industry forums, and channel partners to identify and drive new ideas on improving customer experience, operational efficiency, and reducing fraud risk.
• Develop compelling vision and data driven business cases for transformation initiatives.
• Lead efforts to prioritize investments in IVR & Contact Center authentication capabilities.
• Build and maintain a coalition of executive leaders and process owners to develop and drive the IVR & Contact Center authentication agenda. Facilitate regular routines for stakeholders and senior executives.
• Build and lead cross-functional teams to solve complex, high impact business problems.
• Develop and oversee the execution of the IVR & Contact Center authentication roadmap.
• Develop integrated scorecard to monitor authentication performance and stability of IVR & Contact Center channel. Analyze performance to identify and address emerging trends.

Required Qualifications:

• 4-year college degree in quantitative field
• Minimum 10 years' experience in analytics and managing risk.
• Experience conducting fundamental analysis to understand and quantify key economic drivers.
• Strong strategic thinking and problem-solving skills (ability to frame a complex problem, evaluate options, and develop a plan to address)
• Track record of being able to break complex problems down and develop a clear strategy / action plan.
• Experience influencing organizations and senior leadership to take action on identified opportunities.
• Strong communication skills / ability to explain nuanced topics at right approach and level of detail to influence an audience.
• Proven track record of working across organizational lines to successfully drive projects from idea to execution.

Desired Qualifications:

• Prior experience in leading policy, strategy, analytics or initiative development in Contact Center/IVR space.
• Prior experience in developing policy and/or technology requirements for initiatives.
• Proven track record of being able to drive projects from idea to execution.
• Familiarity with analysis tools like SAS/SQL with analytical and strong problem-solving skills.
• Experience coaching and/or managing a team of analysts.

Skills:

• Analytical Thinking
• Business Analytics
• Business Process Analysis
• Data Mining
• Fraud Management
• Business Case Analysis
• Critical Thinking
• Influence
• Relationship Building
• Strategy Planning and Development
• Issue Management
• Leadership Development
• Process Performance Management

Shift:
1st shift (United States of America)

Hours Per Week:
40

Pay Transparency details

US - IL - Chicago - 110 N Wacker Dr - Bank Of America Tower Chicago (IL4110), US - MA - Boston - 100 Federal St - 100 Federal St Lp (MA5100), US - NY - New York - 1114 Avenue Of The Americas - Grace (NY1544)

Pay and benefits information

Pay range

$180,000.00 - $246,000.00 annualized salary, offers to be determined based on experience, education and skill set.

Discretionary incentive eligible

This role is eligible to participate in the annual discretionary plan. Employees are eligible for an annual discretionary award based on their overall individual performance results and behaviors, the performance and contributions of their line of business and/or group; and the overall success of the Company.

Benefits

This role is currently benefits eligible. We provide industry-leading benefits, access to paid time off, resources and support to our employees so they can make a genuine impact and contribute to the sustainable growth of our business and the communities we serve.