Client Outreach Business Support Manager

Job Description:

Job Title:  Client Outreach Business Support Manager

Corporate Title:  Up to Vice President

Location:  Belfast

Company Overview:

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!

Join Us in Belfast – A City of Opportunity and Innovation

We’re proud to announce the opening of our new office in Belfast, a vibrant and fast-growing hub for financial services and technology. This expansion marks a significant milestone in Bank of America's commitment to investing in talent and innovation across the UK and Ireland. Located in the heart of a city known for its rich history, dynamic culture, and thriving business community, our Belfast office offers a unique opportunity to be part of something new and impactful. Whether you're local or considering relocation, you'll find a welcoming environment, excellent quality of life, and the chance to shape the future of banking with us.

Job Description:

The Client Outreach team are the front line unit who work with clients as part of meeting Know Your Client (KYC) periodic refresh and remediation requirements. We work in close collaboration with Global Corporate and Investment Bankers Sales to support the Bank’s global regulatory and policy requirements as it relates Client Due Diligence (CDD) documentation collection, with support from Operations and Global Financial Crimes Risk teams.

The Role
The KYC Client Outreach Change team oversee delivery of Front Line Unit (FLU) programs, process engineering, and tools and systems used by the FLU. 

 
Responsibilities

• Strategic, logical, and creative thinking with performing current state analysis, designing future state processes/solutions, and assist in implementing process improvement opportunities

• Develop flexible project plans based on problem statements to get large teams to get a project from "point A" to "point B"

• Create, define, and adhere to  success metrics

• Perform gap analysis of current state platform capabilities and needs 

• Develop various levels of presentations, including executive presentations, to convey key updates and change proposals 

• Perform process mapping in Microsoft Visio

• Assist in implementing process design changes designed from analysis including creating training and procedural materials, performing readiness activities for process changes, and completing pre and post testing of change

• Assist in managing and organizing the intake or problems raised by Client Outreach partners for review, prioritization, and decisioning

• Manage multiple deliverables, prioritize work and meet deadlines

• Quickly get up to speed on new programs, with strong initiative to get things done themselves

• Partner with GCIB and GM business leaders, other FLU project managers, Operations project managers, data management, and other functions to prioritize core deliverables that maximize business value

• Partner with data management to ensure data change, issue remediation and advancement are appropriately delivered

• Drive a collaborative and output oriented culture

Required Skills

• Bachelor's degree

• Working knowledge of Anti-Money Laundering preferred 

• Understand big picture and ability to work well independently

• Ability to initiate and build strong relationships with all levels of the organization

• Excellent interpersonal skills for motivation, collaboration and encouragement

• Professional Demeanor: Demonstrating patience, composure, and positive attitude.

• Problem Solving and Decision Making Skills: Thinking analytically, using diverse research skills, applying past experiences to problem resolution, developing multiple resolutions, knowing how to and where to go to resolve problems.

• Flexibility and Adeptness: Handling multiple projects and daily tasks adjust to a changing environment adept to new approaches that improve overall work efficiency and effectiveness.

• Initiative: Identify process improvements, demonstrate a "self-starter" behavior and a willingness to help others, and show potential to require minimal supervision.

• Detailed knowledge of processes, procedures and policies that govern change and technology at Bank of America, including the Bank of America's Enterprise Change Management Policies and Standards

• Expert in Excel (Data Formulas, Pivots, Macros), Business intelligent reporting tools (Tableau, Business Objects), Citizen Developer tools, SQL

• Expert in PowerPoint presentations that effectively communicate key updates and proposals across various levels of leadership

• Preferred Skills: Knowledge of the Client Onboarding and/or Know Your Customer processes for large, complex, global clients in financial institutions

Benefits of working at Bank of America

UK

• Private healthcare for you and your family

• Competitive pension plan, life assurance and group income protection cover if you become unable to work as a result of a disability or health reasons

• 20 days of back-up childcare including virtual tutoring and 20 days of back-up adult care per annum

• The ability to change your core benefits as well as the option of selecting a variety of flexible benefits to suit your personal circumstances including access to a wellbeing account, travel insurance, critical illness etc.

• Use of a flex fund to use towards benefits

• Access to an emotional wellbeing helpline, and virtual GP services

• Access to the Peppy App which provides 1:1 support, consultations and resources relating to men’s health, women’s health, fertility, menopause and pregnancy & parenthood

• Access to a range of gyms, exercise classes and wellbeing Apps through Wellhub, including Headspace and Calm

• Ability to donate to charities of your choice directly through payroll and the bank will match your contribution

• Opportunity to give back to your community, develop new skills and work with new groups of people by volunteering in your local area

Bank of America

Good conduct and sound judgment is crucial to our long term success. It’s important that all employees in the organisation understand the expected standards of conduct and how we manage conduct risk. Individual accountability and an ownership mind-set are the cornerstones of our Code of Conduct and are at the heart of managing risk well.

We are an equal opportunities employer and ensure that no applicant is subject to less favourable treatment on the grounds of sex, gender identity or gender reassignment, marital or civil partner status, race, religion or belief, political opinion, colour, nationality, ethnic or national origins, age, sexual orientation, pregnancy or maternity, socio-economic background, responsibility for dependants or physical or mental disability. The Bank selects candidates for interview based on their skills, qualifications and experience.

We monitor the community background and sex of our job applicants and employees in order to demonstrate our commitment to promoting equality of opportunity in employment and to comply with our duties under the Fair Employment & Treatment (NI) Order 1998. We invite you to register your information by completing the following form https://bac.avature.net/belfast

We strive to ensure that our recruitment processes are accessible for all candidates and encourage any candidates to tell us about any adjustment requirements.