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, hiring, onboarding, and supporting team retention. The position is based at the East Providence Call Center in Riverside, Rhode Island, and follows a Monday–Friday, 8:00 a.m.–5:00 p.m. schedule with rotating Saturdays and Sundays. It is a first-shift role with 40 hours per week.

The manager leads a high-volume, high-capacity, high-execution team, addresses real-time team needs, completes administrative tasks on time, and participates in contact center initiatives. The role also involves coaching employees, monitoring results, managing business and employee risk, and ensuring compliance with regulations, bank procedures, system integrity requirements, and financial controls.

Bank of America describes its culture as focused on Responsible Growth, inclusion, career development, and teammate wellness. The company is committed to an in-office culture that supports collaboration, engagement, and career development, with flexibility based on role responsibilities and business needs. The role is eligible for an annual discretionary incentive plan and benefits, including access to paid time off.

Requirements

• Enthusiastic, highly motivated self-starter with a strong work ethic and focus on results, acting 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 solutions based on client needs; ability to resolve problems independently or involve others as needed.
• 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.
• Ability to follow established processes and guidelines and comply with applicable laws and regulations.
• Ability to manage time and capacity efficiently.
• Ability to interpret performance results and hold others accountable to 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, enhance 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, departmental 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 and data-driven decisions, and promote simplicity and continuous improvement.
• Communicate clearly, motivate team members, 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.
• Interpret performance results, identify opportunities for success, and hold others accountable to results.
• Manage complexity, prioritize tasks, delegate, and execute in a fast-paced environment.
• Work weekends and/or extended hours as needed.

Benefits

• Benefits eligibility.
• Access to paid time off.
• Eligibility to participate in the annual discretionary incentive plan, with awards based on individual performance and behaviors, line-of-business or group performance and contributions, and overall company success.
• Affordable, competitive, and flexible benefits supporting physical, emotional, and financial wellness.

What This Job Offers

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