Bank Of America Manager 

India, Telangana, Hyderabad 

614558577

Process Overview*

Global Investigations process deals with handling of payment related queries received from banks, internal BOA departments, customers, nostro outstanding & returned payments. All queries require detailed analysis & resolution as per standard timelines. The team handles Investigations for all currencies arising for Asia, EMEA & US regions.

• Investigating and identify root cause for an enquiry
• Contact external banks through SWIFT correspondence messages
• Pass payments adjustments entries on client accounts, internal accounts & nostro accounts
• Review nostro accounts & ensure all outstanding debits & credits are cleared as per timelines
• Follow up with external banks for details, confirmation and recall of funds
• Verify Correspondence & Payment adjustments as per currency cut-off
• Manage workflow of the team

Job Description*

Manages a single function or specialty area, typically involving service, operations or administrative associates. Directs team leaders and/or assistant managers using established policies and procedures and sets priorities to ensure task completion. Resolves escalated issues and problems. Possesses exceptional leadership and communication skills. May perform a specialist role in a support function performing routine transactions or functional activities. Incumbents would be Graduates / Post Graduates with 84-108 months of work experience with at least 12 months experience of handling multiple team leaders and significantly large operation of 80-100 associates

Responsibilities*

• Interact with all levels of management and represent EMEA Investigations during meetings, etc

• Take care of monthly Management routines, dashboards calls with LOB, co-ordinate with LOB on coverage plans

• The production environment requires the Supervisor to be flexible, take initiative, work well under pressure, and adapt to rapid changes.

• Willingness to work in late shifts and in rotational shifts

• Must be able to effectively communicate with technical and business teams.

• Must have ability to work well under pressure and with minimal supervision

• Should have strong decision-making, critical thinking, and oral and written communication skills.

• Adherence to the SLA’s – productivity, turn-around-time, and accuracy

• Review daily key operational actionables and various process controls

• Develop back up and contingency plans

• Manage : Risk, Compliance and other process level documentation

• Provide subject matter expertise on processes

• Provide process problem resolution assistance to teams via calendarized one on one’s and coaching sessions

• Responsible for shift planning, staff supervision, monitoring daily work routine of the associates, handle escalations

• Escalate any process related ambiguities to Manager/LOB for further clarification.

• Monitoring of mail box and act accordingly without delay. Distribute work among the team on priority basis

• Perform end of day (EOD) checks

• Support the team manager in capturing performance related data and report MIS on a timely basis

• Have innovative approach to work and continuously identify and implement process improvements

• Seek opportunities to improve process by initiating best practices

• Identify risk areas in the process and implement mitigation plans

• To process investigations / enquiries of Incoming / Outgoing / returned payments in a timely manner, adhering to laid down procedures and ensure that the established service standards are met.

• Investigate cases on a regular basis.

Requirements*

The Candidate must be a Commerce Graduate or Post Graduate – Commerce (B.Com) or MBA (Finance)

Certifications If Any: NA

Foundational skills*

• Good Communication Skills, both verbal and written

• 10+ years relevant work experience. Prior work experience in Global Investigations is.

• In depth understanding of SWIFT payments & message types

• In depth Knowledge of Payments, ISO, Investigations process etc.

• Detailed Knowledge of Nostro accounts

• Should have worked on PEGA Platform

• Ability to multitask, prioritizing urgent items & meet stringent cut-offs

• Organized and methodical

• Customer focused

• Ready to stretch when required

• Willingness and able to own tasks to completion

• Flexible and adaptable to changing demands and shift timings

• Ability to meet deadlines and achieve agreed targets

• Compliance centric

Desired skills

• Excellent MS Office Skills

• Six Sigma Knowledge