Bank Of America Consumer Investments Cashiering Asset Transfers Team Manager 

United States, Texas, Fort Worth 

772330626

Job Description:

•Lead a team of associates in their day-to-day responsibilities

•Responsible for day to day coaching, mentoring, and performance

•Deliver on performance goals

•Enforce policies and procedures and administers best practices in order to remain up to date on all Risk and Regulatory requirements

•Deliver a consistent client experience and continuously improves client satisfaction

•Foster an inclusive work environment

•Foster strong relationships with internal business partners

•Motivate and retain a team of diverse associate

Perform quality assurance and quality control on a daily and monthly basis

Perform monthly coaching sessions

Manages daily business volumes and associate resources to ensure service level agreements are met

Handles client and associate complaints and escalations

Required Qualifications:

•Demonstrates strategic thinking and supports change

•Process orientation with exceptional attention to detail

•Risk focus, sound judgment, and ability to make meaningful decisions

•Drive to exceed expectations and find ways to improve processes

•Capable of effectively coaching and mentoring team to meet metrics

•Ability to effectively manage workload in a fast paced environment

•Excellent interpersonal, leadership and oral/written communication skills

•Capable of multi-tasking and working efficiently under stress and high volume

•Strong organizational and teamwork skills

•Knowledge of Merrill Consumer Investments systems

•Ability to network and foster strong relationships across an organization

Desired Qualifications:

•Operational experience

•Superior client service proficiency

•Ability to coach with a passion for excellence

•Prior leadership experience

This job is responsible for overseeing employees within Consumer Investments Solutions and Client Services. Key responsibilities include ensuring schedule adherence and proper call management of all team members in relation to the contact center strategy, promoting work unity improvements to workflow processes, and resolving client issues that are elevated to the supervisory level. Job expectations may include hiring, coaching team members to provide an optimal client experience, supervising day-to-day activities, performing performance reviews, and providing constructive feedback.

Responsibilities:

• Fosters a client-centric team environment by promoting an effective sales and service strategy and risk management process
• Prioritizes employee development by providing effective coaching and sharing constructive feedback to drive operational excellence
• Oversees day-to-day activities and resolves all client issues escalated to leadership

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.

Additional Skills Used:

• Recruiting
• Relationship Building
• Sales Performance Management
• Sales Strategy
• Strategic Thinking
• Account Management
• Client Experience Branding
• Executive Presence
• Performance Management
• Talent Development
• Customer Experience Improvement
• Decision Making
• Drives Engagement
• Leadership Development
• Workforce Planning

High School Diploma / GED / Secondary School or equivalent

1st shift (United States of America)