Bank Of America Manager 

India, Tamil Nadu, Chennai 

916142946

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

Responsibilities*

• Interact with all levels of management and represent Regional 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 process
• 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.

Education*

• Graduation / Post Graduation - Preferably Commerce (B.Com) or MBA (Finance).
• Certifications - NA

Experience Range*

• 10 to 12 Years of relevant experience

Foundational Skills*

• Good Communication Skills, both verbal and written
• Prior work experience in Global Investigation with In depth understanding of SWIFT payments & message types
• In depth Knowledge of Payments, ISO, Investigations process & Detailed Knowledge of nostro accounts
• Be thorough with Payment Concepts. i.e., MT 103/202/202COV and Swift standards and ISO XML
• Real time People Manager experience with complete team Handling exposure

Desired Skills*

• 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
• Excellent MS Office Skills
• Six Sigma Knowledge

EMEA / US (Flexible to Night Shifts)