Fraud Analytics and Innovation Leader at Bank of America driving strategic analysis and optimizing operational performance. Managing employees to leverage analytics for fraud alert prioritization and customer trust.
About the role
- Senior Manager focused on driving MCS strategic goals and enhancing client satisfaction by collaborating with internal teams. Leading initiatives to improve client onboarding and operational excellence.
Responsibilities
- Lead and voice the MCS perspective to help Global Services Organization, IT, and System of Record partners to onboard new clients.
- Monitor and ensure fulfillment of the Client set-up defined by the Statement of Work agreements.
- Define MCS standard product offerings to more easily replicate onboardings.
- Collaborate with internal stakeholders to determine focus areas of improvement that will ease continuing client onboardings.
- Identify gaps and stresses in internal processes that could benefit from improvement efforts.
- Analyze gap between client program objectives/needs and MCS’ ability to deliver adequate services.
- Identify solutions to process gaps and act on improvement.
- Design and manage improvement initiatives in collaboration with the GSO, business, and IT teams.
- Lead the implementation of a strategy to utilize outsourced vendor partners to both enhance client program performance and alleviate stresses to internal resource allocation.
- Cultivate and maintain relationships with internal service providers and vendor partners.
- Facilitate relationships between internal stakeholders, clients and vendor partners.
- Define and review performance metrics (KPI’s, SLA’s and OLA’s,) service levels, and client reporting that address such metrics.
- Work towards MCS operational excellence and increase overall potential of MCS to reach Vervent business goals.
Requirements
- 5+ years of practical experience in Payments in one or a combination of the following functions: Product/Marketing, Operations, IT, System of Record, or Risk
- 5+ years experience in project management
- Strong understanding of credit card life cycle sub-processes
- Strong negotiation and communication skills
- Broad understanding of technology delivery (design, product management, testing) and project management/agile methodology
- Demonstrated financial, analytical, and decision-making skills
- Experience using data and metrics to drive improvements and positive business outcomes
- Demonstrated ability to develop strong working relationships with internal and external stakeholders
- Track record of operational excellence with ability to manage multiple engagements simultaneously
- Ability to organize, prioritize, and focus on critical details
- Must be a self-starter who takes ownership, sets clear direction with teams, and deals well with ambiguity and last-minute changes, demonstrating resourcefulness in resolving issues
- Strong problem-solving skills with the initiative to work around restrictions and obstacles.
- Superior skills and experience in motivating and managing project teams without direct authority
- Ability to work autonomously and as part of a team
- Occasional travel (10%) to clients/other offices as needed to collaborate and facilitate projects
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