Bank Of America Is Restructuring Its Retail Bank Division - Full Memo
Any internal memo that is distributed on the last day of the week, and intercepted by American Banker at 5pm on a Friday, must surely be a portent of many good news for the bank which recently added a few trillion in derivative "assets" to match its OpCo deposit pool "liability". We can only hope that as a result of the restructuring, the company's retail banking website will no longer mysteriously crash following announcements of gratuitous debit card fees. Then again, any BofA announcement that has the following sentence in it, "remember, we have the best franchise, capabilities, and customer base in the industry" confirms that the level of mass delusion is unfixable, and that the website will most certainly be the first to go once the bank's $1 trillion in deposits realize they are the first line of defense to just a few extra trillion in derivative contracts.
Message from David Darnell, Co-Chief Operating Officer
Today I am announcing additional changes to Consumer and Small Business Banking and Home Loans, and how we serve our customers. These changes are consistent with our goals to streamline our company, make us more efficient and effective, and align to our customer-centered strategy. The changes also better position us in continuing to accelerate our strategy while implementing ideas from phase one of New BAC.
It is critical to deliver a seamless experience to the Retail, Preferred and Small Business customers across all products and services. Central to that effort is integrating the Home Loans and Consumer and Small Business Banking organizations. As you have heard many times, no customer thinks of us as individual business units. They rightly think of us as Bank of America. Our strategy has not changed:
Customer teams will define what our customers want and need.
Products teams will build the right product solutions to meet those needs.
Distribution and service teams will deliver to our customers, providing the ability for them to choose how and when they want to bank with us.
As we focus on the critical day-to-day activities of running our organization, we also need to make sure the New BAC ideas are executed across the entire organization while managing risk, maintaining business continuity and optimizing our business model. Remember, we have the best franchise, capabilities, and customer base in the industry.
To drive out the strategy of the combined organization I have asked the following leaders to take on these roles reporting to me effective immediately:
Katy Knox will lead the newly combined Retail Banking and Distribution organization which serves 42 million retail households and provides end-to-end delivery through banking centers, online & mobile and ATM/VTM.
Dean Athanasia leads the Preferred and Small Business Banking organization which serves 8 million preferred households and 4 million small business clients and will now include home loans sales. The Client Development Group and Small Business will combine to provide end-to-end accountability for our Small Business customers.
Susan Faulkner continues to lead Consumer and Small Business Products with the addition of home loans products, secured credit underwriting, fulfillment and quality control.
Tim Huval will assume responsibility for consumer Service & Operations consolidating all of the call centers, fraud, claims, and customer experience functions from Consumer and Small Business Banking & Home Loans.
Laurie Readhead will assume responsibility for Consumer Market and Distribution Optimization focusing on driving out the New BAC ideas across the consumer organization while managing announced divestitures.
Walter Elcock will assume accountability for consumer Business Controls and Readiness Management including oversight across consumer for vendor management, operational controls and issue management, business continuity, associate & community impacts related to New BAC and California / Northwest conversion.
Barbara Desoer will continue supporting the Home Loans transition and the integration with Consumer and Small Business Banking.
Collectively, these leaders are responsible for making it easier for our customers and clients to do business with Bank of America, to empower our employees to deliver for our customers and for our businesses to achieve strong financial results.
Other organizational moves that continue to align our capabilities across the enterprise:
Josh Adler and the Secondary Marketing team from Home Loans will now report into Walter Muller (Chief Investment Officer) within the Chief Financial Officer Group.
Tom Halloran and the Preferred and Small Business Banking Solutions team will now align to Andy Sieg (Global Wealth & Retirement Solutions) within Global Wealth & Investment Management.
The leadership team would like to announce the following leaders in their organizations:
Reporting to Katy Knox in Retail Banking and Distribution:
Curtis Anderson - Banking Center Channel Central Region, Anderson was most recently the GCB Central Region Credit Products executive
Ann Balthis - Sales & Service Planning and Execution
Anjali Besley - Banking Center Channel Southeast Region
Kevin Dolan - Banking Center Channel Northeast Region
David Owen - Online & Mobile, ATM / VTM
Dena Roten - Retail Operations, Capacity & Controls
Andy Rowe - Retail Banking Strategy & Solutions
Barry Simmons - Banking Center Channel West Region
Reporting to Dean Athanasia in Preferred and Small Business Banking:
Jill Calabrese Bain - Strategy, Planning & Enterprise Solutions
Robb Hilson - Small Business & Client Development Group
Aron Levine - Preferred Business Sales, Levine was most recently a New BAC Catalyst for Global Wealth & Investment Management
Alok Prasad - Merrill Edge
Matt Vernon - Home Loans Sales
Reporting to Susan Faulkner in Consumer and Small Business Products:
Mark Brucker - Secured Credit, Underwriting & Fulfillment, Quality Control
Joe Claricurzio - Unsecured Collections & Recovery and Financial Protection Services
Titi Cole - Retail Products
Rob Habgood - Unsecured Credit & Underwriting
Mary Kanaga - Home Loans Business Enablement and Supplier Management
Bob Kelly - Business Controls & Integration, Kelly was most recently CSBB Operational Risk and Governance Executive for CSBB Risk
Lynn Kuttruff - Small Business Products
Chip Rossi - Preferred Products
TBD - Product Operations & Card Network Management
Reporting to Tim Huval in Service & Operations:
Mike Adornetto - US Customer Service Contact Centers, Adornetto was most recently a New BAC Catalyst from Global Technology & Operations
Jennifer Ehresman - Global Service Management, offshore delivery
Allen Jones - Consumer Customer Experience
Randall King - Contact Center and Service Operations
Terry Schappert - Claims
Bob Shiflet - Fraud
Mark Ulmer - Home Loans Post Closing and Centralized Services
Sandy Wood - Home Loans Closing Services
Reporting to Laurie Readhead in Consumer Market and Distribution Optimization:
Rob Aulebach - Market Optimization
Joe Helweg - Cost Optimization
Tom Williams - Correspondent Lending
TBD - Non-Core Portfolio Assets
Walter Elcock will announce his organization at a later time.
This leadership team will work together to continue building out the rest of the organization over the coming months.
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