ACS Consumer Team Manager- Lincoln, RI

Bank of America • Riverside, CA

5d • $77,600 - $107,400 • Onsite

About The Position

At Bank of America, the ACS Consumer Team Manager manages overall team performance by overseeing employees’ day-to-day activities, managing risk, and driving operational excellence. The role includes conducting performance reviews, hiring, onboarding, and retaining team members. The manager drives results in a high-volume environment, supports consistent business practices, and ensures that client interactions meet quality standards and regulatory requirements.

The position also includes leadership responsibilities such as fostering an inclusive team, making data-driven decisions, communicating business priorities, identifying and resolving risk, coaching and developing employees, managing expenses, and supporting talent growth. The role is based at the East Providence Call Center in Riverside, Rhode Island. The stated schedule is Monday through Friday, 8:00 a.m. to 5:00 p.m., with rotating Saturdays and Sundays; the position is 40 hours per week and is designated first shift. Bank of America describes its culture as in-office, with role-specific flexibility based on responsibilities and business needs.

Requirements

• Enthusiastic, highly motivated self-starter with a strong work ethic and focus on results in the client's best interest.
• Ability to collaborate effectively and build and nurture strong relationships.
• Passion, commitment, and drive to deliver experiences that improve clients’ financial lives.
• Confidence identifying client solutions based on needs, with the ability to resolve problems independently or involve others as appropriate.
• Effective and confident communication skills and comfort engaging with all clients.
• Ability to learn and adapt to new information and technology platforms.
• Strong critical-thinking and problem-solving skills to meet client needs.
• Willingness to follow established processes and guidelines and comply with applicable laws and regulations.
• Ability to manage time and capacity efficiently.
• Ability to manage complexity, prioritize tasks, delegate, and execute in a fast-paced environment.
• Ability to interpret performance results, identify opportunities to drive success, and hold others accountable for results.
• Flexibility to work weekends and/or extended hours as needed.

Nice To Haves

• At least 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 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 that promote consistency across the business.
• Hire, retain, and coach employees to meet production deadlines, improve efficiency, and deliver high-quality interactions while adhering to regulatory requirements.
• Identify and manage employee or business risk and escalate issues through appropriate channels.
• Comply with industry regulations, bank procedures, department system integrity requirements, and financial controls.
• Create an inclusive team in which members are treated fairly and respectfully.
• Promote process knowledge, data-driven decisions, simplicity, and continuous improvement.
• Deliver clear and concise communications that motivate employees and connect their contributions to business results.
• Lead 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.
• Conduct performance reviews and support hiring, onboarding, and team retention.

Benefits

• Access to paid time off.
• Industry-leading benefits and resources and support for employees.
• Eligibility to participate in an annual discretionary incentive plan, with awards based on individual performance and behavior, line-of-business and/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