C&R Unit Manager II

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!
Job Description:
The Collections & Recovery Unit Manager II oversees two or more teams of Collections & Recovery employees involved in diverse day-to-day loss mitigation activities; may be responsible for two or more teams performing mitigation activities against different products or performing significantly different disciplines. Normally manages several teams of first-line managers & may manage Unit Manager Is. The Collections & Recovery Unit Manager II has significantly larger impact on net credit loss and/or business expenses than the Unit Manager I. Will utilize existing and emerging call center technology to meet business and customer/employee satisfaction goals. Manages inbound & outbound calling strategies to maximize efficiency and effectiveness. Has full accountability for results within their operational area which may include gross and/or net credit loss impact, expense management and team development. Acts as a key developer of strategic initiatives for both long term & short term planning. Leads or has significant impact on project teams focusing on complex business issues; works across divisions and/or LOBs to maximize financial impacts and/or minimize loss impacts. UM II is responsible for both leading and engineering strategic plans & tactical design, and execution of collection strategies. Responsible for development & implementation of strategic plans, objectives, & budgets & must provide effective recruiting, training, motivation & evaluation of employees. Establishes & maintains management & performance controls to highlight problems, maximize collections, contain costs, & develop process improvements. Unit Manager II is similar to Unit Manager I, however Unit Manager II is accountable for more diverse responsibilities, significantly larger employee populations and/or may impact multiple product areas.
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: Models an inclusive environment for employees and clients, aligned to company D&I goals.
Manager of Process & Data: Demonstrates deep process knowledge, operational excellence and innovation through a focus on simplicity, data based decision making and continuous improvement.
Enterprise Advocate & Communicator: Communicates enterprise decisions, purpose, and results, and connects to team strategy, priorities and contributions.
Risk Manager: Ensures proper risk discipline, controls and culture are in place to identify, escalate and debate issues.
People Manager & Coach: Provides inspection, coaching and feedback to motivate, differentiate and improve performance.
Financial Steward: Actively manages expenses and budgets in alignment with objectives, making sound financial decisions.
Enterprise Talent Leader: Assesses talent and builds bench strength for roles across the organization.
Driver of Business Outcomes: Delivers results by effectively prioritizing, inspecting and appropriately delegating team work.
Required Qualifications:
At least 3 years of Management experience
Ability to prioritize and manage multiple responsibilities simultaneously
Goal driven and results oriented
Ability to analyze data to influence performance
Ability to influence change
Strong communication and leadership skills
Ability to coach, train, and evaluate staff
Desired Qualifications:
Knowledge of Collection policy and procedures
Call Center experience
Process management
Skills:
Customer Service Management
Drives Engagement
Measurement Effectiveness
Performance Management
Fiscal Responsibility
Leadership Development
Presentation Skills
Result Orientation
Talent Development
Hiring and Onboarding
Issue Management
Relationship Building
Retention
Shift:
1st shift (United States of America)

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!
Job Description:
The Collections & Recovery Unit Manager II oversees two or more teams of Collections & Recovery employees involved in diverse day-to-day loss mitigation activities; may be responsible for two or more teams performing mitigation activities against different products or performing significantly different disciplines. Normally manages several teams of first-line managers & may manage Unit Manager Is. The Collections & Recovery Unit Manager II has significantly larger impact on net credit loss and/or business expenses than the Unit Manager I. Will utilize existing and emerging call center technology to meet business and customer/employee satisfaction goals. Manages inbound & outbound calling strategies to maximize efficiency and effectiveness. Has full accountability for results within their operational area which may include gross and/or net credit loss impact, expense management and team development. Acts as a key developer of strategic initiatives for both long term & short term planning. Leads or has significant impact on project teams focusing on complex business issues; works across divisions and/or LOBs to maximize financial impacts and/or minimize loss impacts. UM II is responsible for both leading and engineering strategic plans & tactical design, and execution of collection strategies. Responsible for development & implementation of strategic plans, objectives, & budgets & must provide effective recruiting, training, motivation & evaluation of employees. Establishes & maintains management & performance controls to highlight problems, maximize collections, contain costs, & develop process improvements. Unit Manager II is similar to Unit Manager I, however Unit Manager II is accountable for more diverse responsibilities, significantly larger employee populations and/or may impact multiple product areas.
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: Models an inclusive environment for employees and clients, aligned to company D&I goals.

Manager of Process & Data: Demonstrates deep process knowledge, operational excellence and innovation through a focus on simplicity, data based decision making and continuous improvement.

Enterprise Advocate & Communicator: Communicates enterprise decisions, purpose, and results, and connects to team strategy, priorities and contributions.

Risk Manager: Ensures proper risk discipline, controls and culture are in place to identify, escalate and debate issues.

People Manager & Coach: Provides inspection, coaching and feedback to motivate, differentiate and improve performance.

Financial Steward: Actively manages expenses and budgets in alignment with objectives, making sound financial decisions.

Enterprise Talent Leader: Assesses talent and builds bench strength for roles across the organization.

Driver of Business Outcomes: Delivers results by effectively prioritizing, inspecting and appropriately delegating team work.

Required Qualifications:
At least 3 years of Management experience

Ability to prioritize and manage multiple responsibilities simultaneously

Goal driven and results oriented

Ability to analyze data to influence performance

Operations management experience

Ability to influence change

Strong communication and leadership skills

Ability to coach, train, and evaluate staff

Desired Qualifications:
Knowledge of Collection policy and procedures

Collections experience

Call Center experience

Process management

Skills:
Customer Service Management

Drives Engagement

Measurement Effectiveness

Performance Management

Prioritization

Fiscal Responsibility

Leadership Development

Presentation Skills

Result Orientation

Talent Development

Hiring and Onboarding

Inclusive Leadership

Issue Management

Relationship Building

Retention

Shift:
1st shift (United States of America)

Hours Per Week:
40
About Us

Bank of America is committed to help employees through the transition period when they’re displaced as a result of a workforce reduction, realignment or similar measure.

Please review the resume writing and interviewing tips provided below to help prepare you for your next career opportunity.
Regardless of the position you are interested in, the starting points to building your resume are the same:
1. Determine the job or types of jobs you want to do and research their responsibilities and qualifications.
2. Think about why you can do the job and make a list of your skills that are relative to the job.
3. Identify experiences or accomplishments that show your proficiency in the skills required for the job.
4. Summarize your abilities, accomplishments and skills into a brief, concise document.

Considerations when writing a resume
• Do be brief. Resumes should be 1-2 pages in length.
• Do be upbeat and active in your wording.
• Do emphasize what you have done clearly and concretely.
• Do be neat and well organized.
• Do have others proofread and critique your resume. Spell check. Make it error free.
• Do use high quality, white or light colored 8½ x 11 paper. Use a laser printer if possible.
• Don't be dishonest, always tell the truth about yourself in the most flattering light.
• Don't include salary history or requirements.
• Don't include references.
• Don't include accomplishments that do not support your professional goals.
•

Don't include anything that isn't relevant. (For example, don't mention your fondness for swimming unless you want to work on the water.)
• Don't use italics, underlining, shadows or other fancy treatments.
Seven steps to a successful interview
1. Anticipate –Put yourself in the interviewer's position. What do you believe the interviewer is most interested in? Why do you think you have been invited to interview?
2. Research –What are the primary functions of the line of business? What are the success factors for the job? Is there a job description available?
3. Assess –Think about your skills, abilities, knowledge, interests, traits, values and accomplishments. Match them to what you know about the job. Consider which ones you should highlight.
4. Prepare Answers –Think about what the interviewer may ask, determine what the best answer is and write it down.
5. Prepare Questions – Interviewing is a two-way street. By asking thoughtful questions, you communicate your interest and learn a lot about the job. Choose two or three questions to ask your interviewer. Avoid asking a lot of questions about vacation time or breaks.
6. Practice – It may seem awkward, but it is the best way to come across well in an interview. Practice your own "great responses" with others or in front of a mirror until you appear relaxed and at ease.
7. Follow-up – Send a brief follow-up letter to the interviewer. Keep in mind that the many job searchers will not send a follow-up letter. Sending one can become a competitive advantage.

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