Consumer Team Manager

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. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day.

Being a Great Place to Work is core to how we drive Responsible Growth. This includes our commitment to being an inclusive workplace, attracting and developing exceptional talent, supporting our teammates’ physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve.

Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations.

At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

Job Description:
This job is responsible for managing overall team performance. Key responsibilities include overseeing day-to-day activities of employees, managing risk, and driving operational excellence. Job expectations include conducting performance reviews, hiring, onboarding and team retention.

Responsibilities:

• Drives team to reduce performance variability and achieve peak performance metrics in a high-volume, high-capacity, and high-execution environment

• Addresses real-time needs of team, completes administrative tasks on time, and participates in contact center initiatives to drive consistency across the business

• Hires, retains, and coaches employees to meet production deadlines, enhance efficiency, and deliver high quality interactions while ensuring adherence to regulatory requirements

• Identifies and manages employee or business risk and escalates through the appropriate channels

• Complies with industry regulations, bank procedures, integrity levels of the department's system, and financial controls

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.

• Opportunity & 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.

Required Qualifications:

• 1 + years of leadership experience

• Excellent written and oral communication skills

• Works well independently

• Strong ownership skills

• Ability to manage multiple functions while managing and motivating the efforts of others

• Ability to develop associates to achieve optimal performance results

• Attention to detail with excellent organizational skills

• Demonstrated ability to solve problems and make decisions

• Flexible and adaptable with good time management skills

• Ability to lead projects and continually utilize independent judgment

• Must be flexible with schedule and shift (including weekends and holidays)

• Ability to handle ambiguity and adapt to changing circumstances

• Dedicated, enthusiastic, driven and performance-oriented; possesses a strong work ethic

Desired Qualifications:

• 1 + years call center experience

• Proficiency in Microsoft Excel, PowerPoint and Word

• 2 years Fraud experience a plus

Skills:

• Coaching

• Customer Service Management

• Customer and Client Focus

• Issue Management

• Performance Management

• Active Listening

• Decision Making

• Inclusive Leadership

• Talent Development

• Analytical Thinking

• Drives Engagement

• Hiring and Onboarding

• Process Performance Measurement

• Risk Management

For internal employees; participation in a work from home posture does not make you ineligible to post, however, may require to meet the workplace excellence policy

Shift:

Hours Per Week: