Academy Manager - Financial Center

Bank of America • Plano, TX

11d

About The Position

The Academy Manager leads and supports employees through onboarding, core, and upskilling programs for The Academy for Financial Centers. The role manages multiple cohorts and supports participants throughout their learning journeys, with an emphasis on engagement, skill development, proficiency, and successful program completion. Programs may be delivered virtually or in the classroom and include practice sessions, assessments, call calibrations, and simulator workshops.

The Academy Manager partners with Financial Center leaders and other stakeholders to align expectations, communicate progress, address barriers, and accelerate participant proficiency. The role supports leader development through observations, coaching, and feedback, and connects learning to business priorities, technology changes, and client-care expectations. It also uses learning, proficiency, participant, and business insights to assess effectiveness and identify capability gaps and improvement opportunities.

The position reinforces the company’s purpose, strategy, operating principles, commitments, and values, while maintaining adherence to internal and regulatory policies and procedures. It requires managing program logistics and communications, driving accountability for milestones, and contributing to Academy learning and development strategy as a subject matter expert and advisor to Financial Center leadership. The role may require travel based on geographic location and the ability to work across multiple time zones. Bank of America describes its workplace approach as an in-office culture with role-specific flexibility; current work-from-home employees may apply but may be required to work onsite if selected.

Requirements

• Proven ability to coach, manage, and develop others by driving proficiency and performance in a customer-centric environment.
• Ability to diagnose root causes and skill gaps and develop and execute effective performance action plans to build skills and knowledge.
• Strong interpersonal skills, including engaging others in dialogue, influencing without direct authority, building relationships, and demonstrating a commitment to excellence.
• Effective verbal, non-verbal, written, and presentation communication skills, along with active listening skills and the ability to influence virtually.
• Problem-solving ability, strong follow-up skills, and ability to escalate issues and gain resolution as needed.
• Proficiency in day-to-day risk identification and mitigation and ability to communicate and reinforce enterprise risk culture.
• Strong organizational skills, including the ability to manage multiple responsibilities and prioritize.
• Proficiency with computer skills and professional programs such as Microsoft Office, and ability to perform administrative tasks independently.
• Recent or previous Line of Business experience.
• Ability to support horizontal and vertical special assignments as needed.
• Ability to work across multiple time zones.
• Ability to travel up to 25% of the time, based on geographic location.
• High school diploma, GED, secondary school, or equivalent.

Nice To Haves

• Non-English language certification for Spanish.
• Bachelor’s degree or higher preferred.
• Three or more years of recent experience building, leading, managing, and coaching a team.

Responsibilities

• Facilitate onboarding, core, and/or upskill Academy programs virtually and/or in the classroom, including assessments, practice pods, call calibration sessions, practice sessions, and simulator workshops.
• Identify behavior and proficiency gaps, develop action plans, and coach participants toward successful program completion and achievement of milestones.
• Manage program outreach, coordination, logistics, communications, calendar planning, and escalations, and ensure teammates have access to technology.
• Partner with Academy content design teammates to provide feedback on content, curriculum, and programs.
• Enforce internal and regulatory policies, procedures, and processes throughout new-to-role programs to reinforce a strong risk culture.
• Conduct post-program completion checkpoints to assess participant understanding and help accelerate proficiency or reduce the learning curve.
• Participate in Line of Business leadership routines and initiatives, providing stakeholders with feedback on teammate development and program updates.
• Connect Academy experiences to tools, processes, and behaviors that support exceptional client care and deeper client relationships.
• Demonstrate and reinforce the company’s purpose, strategy, operating principles, commitments, and values as a brand ambassador.
• Drive timely execution and accountability for Academy activities, communications, processes, and milestones, proactively identifying and resolving barriers with participants and Financial Center leaders.
• Lead and manage multiple cohorts across diverse programs, supporting engagement, skill development, proficiency, and program completion.
• Establish ongoing engagement with Financial Center leadership to align expectations, communicate progress, address barriers, and support participant success.
• Collaborate across the Academy to identify process and program improvements, align resources, and share best practices.
• Lead learning-readiness activities for business, technology, and learning priorities, and support onboarding and development of new Financial Center leaders.
• Observe and coach leaders, providing targeted feedback to strengthen their capability to reinforce learning and coach teammate behaviors.
• Translate business priorities and changes into learning and reinforcement strategies, partnering with stakeholders to identify capability gaps and align Academy support.
• Use learning, proficiency, participant, and business insights to evaluate effectiveness, identify emerging needs, and demonstrate the value of Academy support.
• Contribute to Academy learning and development strategy and serve as a learning subject matter expert and trusted advisor to Financial Center leadership.

Benefits

• Bank of America describes its benefits as affordable, competitive, and flexible and says they support teammates’ physical, emotional, and financial wellness; specific benefit offerings are not listed.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED