Head of Investigation Operations, Executive Director

Global Investigations within Global Security is responsible for conducting and coordinating investigations that may impact the firm’s people, assets, facilities, operations, and reputation. The function partners closely with stakeholders across the firm to support consistent, defensible investigative practices and strong governance and oversight. The Global Investigations Operations organization is a newly combined function bringing together the existing Fraud  Alert Triage team and Investigative Support team to create a streamlined, high-performing operational backbone for Global Investigation. 

As the Head of Global Investigations Operations, on the Global Security team, you will lead the unified operations team and be accountable for end-to-end operational effectiveness across intake, triage, case administration, investigator enablement, and operational controls. A core objective of this role is to manage and lead the transformation of the fraud alert intake process, partnering with SAR filing units across the firm to improve workflow efficiency, quality, governance, and handoffs—ensuring timely, consistent, and well-controlled intake and disposition processes. This transformation will also be designed to enable responsible AI integration and automation across the investigations operations model, improving scalability, reducing manual effort, enhancing consistency, and strengthening oversight through well-governed digital workflows and analytics.

Job Responsibilities

• Lead the combined Global Investigations Operations organization (Triage + Investigative Support) from Tampa, setting direction, priorities, and delivering consistent operational outcomes.
• Own and evolve the investigations intake/operational support operating model, including workflows, case routing, SLAs, escalation paths, and documented procedures.
• Transform the fraud alert intake process with SAR filing units across the firm, redesigning workflows, decision points, and controls to improve speed, quality, and consistency.
• Drive operational modernization to enable AI integration and automation by identifying high-value use cases, defining requirements, and partnering with technology to deliver controlled, measurable outcomes.
• Establish governance and controls for AI-enabled/automated processes (as applicable), including oversight routines, exception handling, documentation standards, and monitoring metrics.
• Build strong cross-functional partnerships (SAR/AML, Compliance, Legal, Technology, Control Management, and business teams) to align requirements, resolve pain points, and drive adoption.
• Lead continuous process improvement, including process definition/refinement, root-cause analysis, risk identification, and control development to ensure auditable operations.
• Establish and manage operational KPIs/KRIs and service management routines (e.g., volume, cycle time, backlog/aging, rework, exception rates, quality) and deliver executive-ready reporting.
• Implement and maintain a quality assurance program for intake/triage and investigative support (sampling, file hygiene, standards adherence, coaching loops) to strengthen consistency and defensibility.
• Partner with technology to enhance tools and workflows for fraud alert intake, triage, and case support (automation, queue management, data quality, reporting enablement).
• Manage staffing models, training, and capacity planning for resilience (surge coverage, critical coverage windows, cross-training), and lead meetings/working sessions with disciplined follow-through while coordinating with internal and vendor partners (as applicable).

Required Qualifications, Capabilities and Skills

• 10+ years of management experience leading operations, intake/triage, investigations operations, fraud operations, or a similarly complex function within a large public or private sector organization.
• Demonstrated experience leading process transformation/change programs across multiple teams, including driving adoption, managing dependencies, and delivering measurable outcomes.
• Strong understanding of fraud alert intake/triage concepts and operational risk considerations, including workflow controls, escalation governance, documentation discipline, and quality oversight.
• Experience driving digital modernization, including automation and/or AI-enabled process enhancements, with demonstrated ability to translate operational needs into clear requirements and measurable outcomes.
• Strong project/program management and operations skills, including ability to manage multiple priorities and deliver under tight timelines.
• Excellent communication (written and oral) and organizational skills, including ability to produce clear operating model documentation and executive reporting.
• Strong critical thinking and problem-solving skills; proven ability to make sound decisions in a fast-paced, high-volume environment.
• Ability to work effectively with a broad range of technical and non-technical stakeholders, including technology teams and risk/control partners.

Preferred Qualifications, Capabilities and Skills

• Experience partnering directly with SAR/AML filing units, financial crime operations, or related investigative/monitoring functions with formal handoffs and governance requirements.
• Experience establishing KPI/KRI dashboards and operational management routines using digital dashboards and analytical tools.
• Experience with controls, audit readiness, and control monitoring/testing support in a regulated environment.
• Experience with workflow tooling, case management platforms, queue management, and/or automation opportunities within investigations or fraud operations.