Academy Manager - Consumer Retail and Preferred Servicing

Bank of America • Utica, MI

7d • $70,000 - $108,000 • Hybrid

About The Position

The Academy Manager leads and supports employees through onboarding, core, and upskill programs for Consumer Retail and Preferred Servicing, with flexibility to support other lines of business as needed, including adjusted hours. The role partners with leadership to develop employees and increase speed to proficiency through virtual and in-person skill development, practice sessions, simulator workshops, knowledge assessments, and one-on-one coaching.

The Academy Manager leads participants throughout their learning experience and partners with field leaders to manage participants’ career progression. The role serves as a company brand ambassador, encourages adoption of the company’s purpose, strategy, operating principles, commitments, and values, and collaborates across the Academy to improve processes and programs and ensure a seamless participant experience.

The position supports site-level performance through learning and business alignment, ongoing readiness, onboarding for new Team Managers, observations and coaching for manager development, and enterprise and line-of-business initiatives. It partners with site leaders, operations, and performance managers to align on needs and priorities, and contributes to Academy development strategy as a learning subject matter expert. The role also reinforces risk culture and manages program administration, communications, logistics, training completion, and reporting.

Requirements

• Proven ability to coach, manage, and develop employees 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 commitment to excellence.
• Effective verbal, non-verbal, written, and presentation communication skills, active listening, and ability to influence virtually.
• Problem-solving ability, strong follow-up skills, and ability to escalate issues and gain resolution.
• Proficiency in day-to-day risk identification and mitigation, and ability to communicate and reinforce enterprise risk culture.
• Strong organizational skills, including ability to manage multiple responsibilities and prioritize.
• Proficiency with computer skills and professional programs such as Microsoft Office, and ability to perform administrative tasks without an administrative assistant.
• High school diploma, GED, secondary school, or equivalent.

Nice To Haves

• Strong PowerPoint skills.
• Ability to quickly adapt and lead through change.
• Reporting and analytics knowledge.
• Strong presentation skills.

Responsibilities

• Facilitate onboarding, core, and/or upskill Academy programs virtually and/or in the classroom, including delivering content and assessments, managing 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, escalations, and participant 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.
• Conduct post-program completion checkpoints to assess participant understanding and 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.
• Lead Academy participants throughout their learning experience and partner with field leaders to manage their career progression.
• Engage early and often with field leadership, and collaborate across the Academy to identify process and program opportunities, resource needs, and best practices.
• Monitor and drive on-time training completion and report progress to field leadership.
• Drive urgency around program activities, communications timelines, processes, and procedures with participants and field leadership.
• Lead ongoing readiness and support onboarding for new Team Managers.
• Conduct observations and provide coaching to support manager development.
• Support key enterprise and line-of-business initiatives and partner with site leaders, operations, and performance managers to align needs and priorities.
• Contribute to Academy development strategy and serve as the learning subject matter expert.

Benefits

• Industry-leading benefits.
• Access to paid time off.
• Resources and support for employees.
• Eligibility to participate in the annual discretionary incentive plan, with awards based on individual performance and behaviors, line-of-business or group performance, and overall company success.

What This Job Offers

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