Job Description:

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!

This job is responsible for overseeing day-to-day operations and developing sales employees in a highly complex environment. Key responsibilities include delivering exceptional client care, managing risk, driving operational excellence, and providing guidance to clients using digital-first capabilities. Job expectations may include hiring, onboarding, providing coaching aligned to the needs of the business, performing performance reviews, and providing constructive feedback.

Responsibilities:

Executes Line of Business (LOB) priorities and strategies by delivering on key initiatives, implementing process improvements and procedural changes to meet the needs of the business, and promoting a positive client experience

• Coaches and manages employees to deliver on key business priorities by performing inspections, action planning, and documentation
• Oversees employee readiness by tracking compliance training completion and supporting ongoing development in a fast-paced environment
• Drives key employee engagement and inclusion activities including hiring and retention, fosters an inclusive team environment, and supports talent mobility for career growth
• Manages competing business and administrative priorities to optimize productivity, reduce performance variability, and achieve peak performance metrics in a high volume, high capacity, and high execution environment
• Handles escalated and complex client inquiries and requests by conducting research to resolve concerns in a timely manner and in compliance with industry regulations and bank procedures

Managerial Responsibilities:
This position may also have responsibilities for managing associates. At Bank of America, all managers at this level demonstrate the following responsibilities, in addition to those specific to the role, listed above.

• Diversity & Inclusion Champion: Creates an inclusive team where members are treated fairly and respectfully.
• Manager of Process & Data: Demonstrates and expects process knowledge, data driven decisions, simplicity and continuous improvement.
• Enterprise Advocate & Communicator: Delivers clear and concise messages that motivate, convey the “why” and connects contributions to business results.
• Risk Manager: Leads and encourages the identification, escalation and resolution of potential risks.
• People Manager & Coach: Knows and develops team members through coaching and feedback.
• Financial Steward: Manages expenses and demonstrates an owner’s mindset.
• Enterprise Talent Leader: Recruits, on-boards and develops talent, and supports talent mobility for career growth.
• Driver of Business Outcomes: Delivers results through effective team management, structure, and routines.

Skills:

• Active Listening
• Coaching
• Customer Service Management
• Drives Engagement
• Inclusive Leadership
• Attention to Detail
• Collaboration
• Hiring and Onboarding
• Record Keeping
• Retention
• Decision Making
• Emotional Intelligence
• Issue Management
• Oral Communications
• Performance Management

Minimum Education Requirement: High School Diploma / GED / Secondary School or equivalent

Required Skills:

• Must have 2 years of leadership experience
• Must be bilingual in English and Spanish
• Must have previous experience in a contact center with emphasis on digital chat
• Proven success with coaching and developing associates
• Strong independent leadership/management skills
• Must be able to multitask and work in a fast pace environment
• Proficient in Word, Excel, PowerPoint and additional required systems
• Strong communication skills in both written and verbal mediums
• Ability to handle ambiguity and adapt to changing circumstances to meet business needs

Desired Skills:

• Strong Small Business/Consumer product knowledge
• A true team player and collaborator, translating knowledge and experience into strong and productive relationships internally and externally
• Results oriented with proven track record of outstanding ability to motivate self and others to accomplish objectives; present oneself assertively, convincingly and with confidence to establish credibility and respect
• Dedicated, enthusiastic, driven and performance-oriented; possesses a strong work ethic
• Conveys a sense of urgency to achieve business goals and exceed expectations

Shift:

2nd shift (United States of America)

Hours Per Week:

40