Business Support Manager - Client Outreach Support

Job Description:

Job Title:  Business Support Manager - Client Outreach Support

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 KYC Client Outreach Support teams oversee delivery of Front Line Unit (FLU) process delivery including document indexing, remediation program oversight, policy advocacy, capacity/population requirements, restriction and closure processes, program governance and issue remediation, culture and training/readiness.

Role Responsibilities

• Support the GCIB and GM Client Outreach executives on routine and ad hoc requirements

• Partner with GCIB Strategy teams to ensure product growth is captured and considered in KYC forecast processes

• Lead the design and delivery of a formalized remediation programs from a FLU perspective, adhering to Bank requirements

• Partner with KYC Change to design a process to collect, consolidate and feedback policy observations made by clients as part of ongoing improvement of Bank processes and industry practices

• Own the FLU periodic population and capacity analysis to ensure teams are able to deliver

• Outreach requirements across sectors, regions and client types

• Drive the FLU portion of the process to ensure restrictions and closures adhere to requirements and consider appropriate risks

• Monitor and escalate any issue remediation concerns or challenges

• Design and deliver an effective data management framework

• Provide oversight for FLU KYC processes and related control metrics

• Design and implement the build out of an appropriate FLU governance framework as it relates to KYC requirements, and partner with other FLUs and Ops to ensure alignment across the AML program

• Identify and delegate the coordination and documentation of processes and formal guidelines as they relate to Outreach and associated FLU processes

• Identify and develop control dashboards to effectively measure and monitor performance across the various deliverables

• Own ad hoc reporting as it relates to Outreach performance, delivery and output. Partner with Ops on central reporting as appropriate

• Coordinate and support our Location Strategy, including partnering with Corporate and Infrastructure Services

• Partner with colleagues in Banking, Sales, FLU COOs, FLU Change, FLU Business Controls, Operations, HR and other groups as needed

• Review Bank policies for team adherence, and consider the need for frameworks, monitoring and controls for future opportunities including AI and industry portals

• Work on exam/audit/regulatory management from a FLU perspective, where needed

• Drive the design and delivery of cultural and people Initiatives and org health where needed, including partnering with HR on implementing a framework where deliverables are measured and monitored.

• Drive a collaborative and output oriented culture

Required Skills

• Bachelor's degree or equivalent work experience

• Demonstrated experience of governance, control, risk, financial or process oversight in a role crossing multiple time zones within the financial services industry

• Demonstrable experience of designing strategic initiatives with clear required outcomes, outputs, and the pathway and requirements for delivery

• 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.

• Strong organizational skills and ability to prioritize and manage competing priorities with excellent attention to detail

• Excellent proficiency using Microsoft office products, particularly Microsoft PowerPoint, Excel, Word

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.