ACS Consumer Team Manager- Lincoln, RI

Bank of America•Riverside, CA

3d•Onsite

About The Position

At Bank of America, the ACS Consumer Team Manager manages overall team performance, oversees employees’ day-to-day activities, manages risk, and drives operational excellence. The role includes conducting performance reviews and hiring, onboarding, coaching, and retaining team members. It drives team performance in a high-volume, high-capacity environment while supporting consistent service and compliance with applicable regulations, bank procedures, system integrity requirements, and financial controls. The manager addresses real-time team needs, completes administrative tasks on time, participates in contact center initiatives, interprets performance results, and holds others accountable for results. Managers are also expected to foster inclusion, use data and continuous improvement to guide decisions, communicate clearly, identify and resolve risks, develop talent, manage expenses, and deliver business outcomes through effective team management. Bank of America describes its culture as focused on Responsible Growth, inclusion, career development, and teammate wellness. The company has an in-office culture, with role-specific flexibility based on responsibilities and business needs. This position is based at the East Providence Call Center in Riverside, Rhode Island.

Requirements

Enthusiastic, highly motivated self-starter with a strong work ethic and intense focus on results, acting in the best interest of the client.
Collaborates effectively and builds and nurtures strong relationships.
Demonstrates passion, commitment, and drive to deliver an experience that improves clients’ financial lives.
Confidently identifies solutions based on client needs and resolves problems independently or involves others as needed.
Communicates effectively and confidently and is comfortable engaging all clients.
Ability to learn and adapt to new information and technology platforms.
Strong critical-thinking and problem-solving skills to meet client needs.
Follows established processes and guidelines and complies with applicable laws and regulations.
Efficiently manages time and capacity.
Ability to manage complexity, prioritize tasks, delegate, and execute in a fast-paced environment.
Ability to interpret performance results, find opportunities to drive success, and hold others accountable to results.
Ability to work weekends and/or extended hours as needed.
Able to work the stated schedule of Monday through Friday, 10:00 a.m. to 6:00 p.m., with rotating Saturdays and Sundays.

Nice To Haves

2+ years of demonstrated experience building, leading, managing, and coaching a team.
Experience in financial services and knowledge of financial services industry products and solutions.
Experience in mortgage, retail, or hospitality.
Experience working in an environment with individual and team goals where goals 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 drive 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 through appropriate channels.
Comply with industry regulations, bank procedures, department system integrity requirements, and financial controls.
Conduct performance reviews and support employee onboarding and retention.
Create an inclusive team where members are treated fairly and respectfully.
Use process knowledge, data-driven decisions, simplicity, and continuous improvement.
Communicate clearly and connect team contributions to business results.
Lead 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.
Interpret performance results, identify opportunities to drive success, and hold others accountable for results.