ACS Consumer Team Manager- Lincoln, RI

Bank of America • Riverside, CA

5d • $77,600 - $107,400 • Onsite

About The Position

The ACS Consumer Team Manager is responsible for managing overall team performance in a high-volume, high-capacity, high-execution environment. The role oversees employees’ day-to-day activities, manages risk, drives operational excellence, and conducts performance reviews, hiring, onboarding, and retention. The manager works to improve consistency and performance results while ensuring high-quality client interactions and compliance with regulatory requirements, bank procedures, and financial controls.

The position also includes leadership responsibilities such as fostering an inclusive team, using data to guide decisions and continuous improvement, communicating business priorities, managing expenses, developing employees through coaching and feedback, recruiting and onboarding talent, and delivering business outcomes through effective team management.

The schedule is Monday through Friday, 10:00 a.m. to 6:00 p.m., with rotating Saturdays and Sundays. The position is based at the East Providence Call Center in Riverside, Rhode Island, and is part of Bank of America’s in-office culture. It is a 40-hour-per-week role.

Requirements

• Be an enthusiastic, highly motivated self-starter with a strong work ethic and an intense focus on results, acting in the client’s best interest.
• Collaborate effectively and build and nurture strong relationships.
• Demonstrate passion, commitment, and drive to deliver experiences that improve clients’ financial lives.
• Identify solutions for clients based on their needs and resolve problems independently or involve others as needed.
• Communicate effectively and confidently and be comfortable engaging with all clients.
• Learn and adapt to new information and technology platforms.
• Apply critical-thinking and problem-solving skills to meet clients’ needs.
• Follow established processes and guidelines, act in the best interests of clients and the bank, and adhere to applicable laws and regulations.
• Manage time and capacity efficiently.
• Manage complexity, prioritize tasks, delegate, and execute in a fast-paced environment.
• Interpret performance results, identify opportunities to drive success, and hold others accountable for results.
• Be flexible to work weekends and/or extended hours as needed.

Nice To Haves

• 2 or more years of demonstrated experience building, leading, managing, and coaching a team.
• Experience in financial services and knowledge of financial services products and solutions.
• Experience in mortgage, retail, or hospitality.
• Experience working in an environment with individual and team goals that were routinely met or exceeded.

Responsibilities

• Drive the team to reduce performance variability and achieve peak performance metrics in a high-volume, high-capacity, high-execution environment.
• Address real-time team needs, complete administrative tasks on time, and participate in contact center initiatives to promote consistency across the business.
• Hire, retain, and coach employees to meet production deadlines, enhance efficiency, and deliver high-quality interactions while adhering to regulatory requirements.
• Identify and manage employee or business risk and escalate it through appropriate channels.
• Comply with industry regulations, bank procedures, department system integrity requirements, and financial controls.
• Create an inclusive team where members are treated fairly and respectfully.
• Promote process knowledge, data-driven decisions, simplicity, and continuous improvement.
• Communicate clearly and concisely to motivate employees, explain business priorities, and connect contributions to results.
• Lead and encourage the identification, escalation, and resolution of potential risks.
• Develop team members through coaching and feedback.
• Manage expenses and demonstrate an owner’s mindset.
• Recruit, onboard, and develop talent, and support career growth and talent mobility.
• Deliver business results through effective team management, structure, and routines.

Benefits

• Benefits eligibility.
• Access to paid time off.
• Resources and support for employees.
• Eligible to participate in the annual discretionary incentive plan, with awards based on individual performance and behaviors, business-line or group performance and contributions, and overall company success.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed