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Program Execution Lead - Digital Self Service

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Job Details
Job Order Number
Company Name
Bank of America
Physical Address

Newark, DE 19713
Job Description

Job Description:

The Client Protection Organization is looking for a Digital Self Service Program Execution Lead to join our growing team. In the role, you will be responsible for the execution of initiatives that have significant impact on how the company digitally communicates to customers about fraud alerts across all products. The role serves as primary contact to senior leaders for critical self-service change initiatives. This role is accountable for analyzing present-state, developing alternative future-state approaches and facilitating implementation.

The Self Service Theme Manager is responsible for developing and managing the technical, strategic roadmap for all self-service fraud initiatives. Initiatives range across all opportunities including 2 way SMS, mobile app functionality, IVR and telephony. In addition, this role will focus on the lifecycle of the fraud alert/ claims process in order to create end to end capabilities across all consumer bank products.

Position requires candidate to have experience in secure, emerging communication channels, consumer fraud strategies and project management for consumer banking products. Candidate must be a self-motivated leader able to influence senior leadership across the consumer bank. Candidate must be able to create a 3-5 year vision of current and future self-service opportunities and have the ability to turn vision into an actionable, fundable project plan.

This role creates a clear, coherent approach to guide effective project/initiative setup, execution, and control and ensures clearly defined responsibilities and accountabilities for key program/project roles. Role integrates knowledge of end-to-end business process into program planning and decisioning processes. Develop, maintain, and report on an overall integrated delivery plan.

In addition, this role requires strong written, visual and verbal communications skills. Role is expected to communicate, influence and negotiate both vertically and horizontally to manage risk with the Digital Self Service Portfolio. This role will regularly report on Digital Self Service theme health to senior leadership across several bank organizations.

In addition, this role requires strong knowledge of the Fraud Industry and be able to critically make Digital Self Service funding decisions based on current trends. This role will be expected to manage cross functional teams and coordinate work efforts.

Required Skills: “Must” have these skills to be minimally qualified.

+ Bachelor’s degree preferably in Business Admin. or Computer Science

+ 5+ years of Project Management experience

+ 5+ years of Fraud industry experience

Desired Skills:

+ Previous experience building and implementing Digital Self Service projects/ controls

Posting Date : 06/14/2019

Location :

Phoenix, AZ, MCDOWELL BLDG, 1825 E Buckeye Rd,

Newark, DE, Deerfield I, 655 Paper Mill Rd,


New York, NY, 50 Rockefeller Plaza (NY1050),


- United States

Travel : Yes, 20% of the time

Full / Part-time : Full time

Hours Per Week : 40

Shift : 1st shift

Assistance for Applicants with Disabilities

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Diversity & Inclusion

At Bank of America, our commitment to diversity and inclusion is helping us to create not only a great place to work, but also an environment where our employees, our customers and our communities around the world can reach their goals and connect with each other. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

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