GCAOO QC/QA Operations Control Manager

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. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day.

One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. We’re devoted to being a diverse and inclusive workplace for everyone. We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being.

Bank of America believes both in the importance of working together and offering flexibility to our employees. We use a multi-faceted approach for flexibility, depending on the various roles in our organization.

Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference. Join us!

Job Description:
This job is responsible for managing specific operations of a production team that delivers processes aligned to the bank's Enterprise Policy and Standards. Key responsibilities include demonstrating inclusive leadership, driving performance management by ensuring timely execution against established metrics and quality standards, understanding and anticipating inherent risks to the business, and building and maintaining business relationships.

Responsibilities:

• Translates the bank's strategic objectives into team goals, strategy, and metrics and leads employees through day-to-day activities, uniting them around a common vision and fostering an environment that values diversity
• Identifies and analyzes complex problems related to product lines or functions and develops and implements process improvements to address and resolve issues
• Reports on key performance indicators to measure ways of working, performance, and effectiveness
• Ensures proper risk disciplines are in place, maintaining oversight and escalating accordingly and with a sense of urgency
• Oversees that quality service and effective and efficient operations support is in place for the assigned area's internal business partners and external clients
• Communicates clearly and effectively to drive consistent messaging and engaging presentations to a variety of audiences

Skills:

• Customer and Client Focus
• Interpret Relevant Laws, Rules, and Regulations
• Investigation Management
• Oral Communications
• Quality Assurance
• Critical Thinking
• Decision Making
• Influence
• Performance Management
• Relationship Building
• Analytical Thinking
• Collaboration
• Drives Engagement
• Innovative Thinking
• Problem Solving

Line of Business Job Description:

The candidate will support the Quality Assurance team in mitigating risk with Global Operations Organization within Global Banking and Global Markets Line of Business. Provide support for monthly control execution within a LOB and directly supports execution and management of the QA Program through various initiatives to drive process improvements and control performance sustainability. The strongest candidates will have a passion for problem solving, great partnership and communication skills, deep operational subject matter expertise, and the ability to communicate across all levels of the Business, and work in a fast-paced environment where business needs / priorities may change.

Global Credit, Anti-Money Laundering (AML) and Onboarding Operations (GCAOO) delivers credit fulfillment, service and operations of credit offerings, operational accountability for leasing and trade finance solutions; AML monitoring and refresh of client information; Onboarding for global market clients. The GCAOO Quality Control/Quality Assurance (QC/QA) team provides operational support by monitoring the completion of critical customer due diligence requirements as directed by the Bank Secrecy Act (BSA) and/or the Financial Crimes Global Standard with coverage extending to horizontal lines of business.   

Responsibilities

• Conduct or coordinate quality inspection reviews to ensure associate performance, control effectiveness, and best practices
• Execute team manager Quality Assurance activities including control execution, case assignment, and results reporting in a timely manner
• Support initiatives to enhance Quality Assurance program success
• Provide support on Regulatory Exams, Internal Audits, and other Inspection reviews
• Excellent time management skills and ability to juggle multiple competing priorities
• Capture data and information relevant to inspection metrics to support governance activities for dashboard reporting
• Identify and track issues/trends and identify actions to resolve issues and mitigate risks associated with processes derived from observations/exceptions finding
• Proactively highlight and escalate issues/gaps identified to Senior Management including periodic updates on engagement progress and potential issues

Required Skills

• 2+ years in one or more of the following areas: Quality Control/Assurance Testing, Management, Process Risk Control (PRC), Risk Control Self-Assessment (RCSA), internal audit, risk management, process improvement, compliance, front line control role, or similar business control experience
• Ability to critically think and problem solve when escalations arise
• Strong communication abilities, organizational skills, and attention to detail
• Strong research and analytical skills – Ability to prioritize effectively, a self-starter, organized, capable of performing work independently with minimal direction.
• Proficient computer/software skills - Experience with Microsoft Word, Excel, Power Point, Outlook, SharePoint, etc.

Desired Skills:

• ACAMS Certification
• Working knowledge of Risk Controls, Quality Control / Assurance Framework
• Knowledge or experience with Anti-money Laundering concepts / regulations
• Previous work experience in one or more of the following areas: risk, compliance, audit, operations and/or controls
• Foundational knowledge of general bank policies, specific to data and privacy
• Bachelor’s degree in related field or equivalent work experience

Shift:

1st shift (United States of America)

Hours Per Week: 

40