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 delive...