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Hyderabad, , India

Job Description:

About Us

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!

Global Business Services

Global Business Services delivers Technology and Operations capabilities to Lines of Business and Staff Support Functions of Bank of America through a centrally managed, globally integrated delivery model and globally resilient operations.

Global Business Services is recognized for flawless execution, sound risk management, operational resiliency, operational excellence and innovation.

In India, we are present in five locations and operate as BA Continuum India Private Limited (BACI), a non-banking subsidiary of Bank of America Corporation and the operating company for India operations of Global Business Services.

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


  • 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.



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

Certifications If Any: NA

Experience Range*

At least 10 years of relative work experience with minimum 3 years of experience in managing people and process/function.

 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

Work Timings*

11:30 AM IST to 11:30 PM IST (Shift window)

Job Location*


Learn more about this role

Full time


Manages People:

Street Address

Primary Location:
Mindspace Bldg 5b, Gf, Hyderabad, 500081