Business Banking Centralized Team Manager

Bank of America•Plano, TX

About The Position

Bank of America’s Small Business Centralized Sales channel is a telephone-based channel operating from Tampa, Florida, and Pasadena, California. It provides financial product solutions to small businesses with annual revenues up to $1 million and serves small business customers across Bank of America’s footprint. The team includes more than 125 Centralized Small Business Bankers. The Business Banking Centralized Team Manager monitors calls and coaches, trains, and develops associates. The role focuses on improving client-needs assessment, appropriate product recommendations, client delight, associate performance, and efficient customer interactions. The manager provides performance reviews and real-time feedback, identifies process improvements, may participate in data collection and simple analysis, and partners with other lines of business to optimize growth.

Requirements

Be customer- and associate-focused, with the ability to motivate and create enthusiasm.
Have strong interpersonal and communication skills.
Be a self-motivated team player with a sense of urgency, strong organizational skills, and an interest in process improvement.
Have 3–5 years of Small Business B2B sales experience in a leadership position and/or consistently demonstrated high performance against goals in a Small Business sales position.
Be able to work effectively in a fast-paced environment with aggressive goals.
Have significant experience with general Small Business Banking products and clients.
High School Diploma, GED, secondary school diploma, or equivalent.

Nice To Haves

3–5 years of sales experience with Small Business Banking clients and products.
Significant and consistent success exceeding goals in a call center sales environment.
General knowledge of Small Business products, including merchant services, deposits, card products, and online self-service capabilities.

Responsibilities

Monitor calls, focusing on coaching performance development, product knowledge, professionalism, and sales skills.
Coach, train, and develop associates to improve their ability to assess client needs and recommend appropriate product solutions while driving client delight.
Deliver performance reviews that assess strengths and development needs, and provide real-time feedback and opportunities for growth.
Ensure complete and efficient customer interactions.
Participate in data collection and simple analysis as needed.
Identify process improvement opportunities.
Partner with other lines of business to optimize growth.