Channel Integration Manager - Northeast Division

Bank of America•Jersey City, NJ

1d•$82,000 - $114,100•Onsite

About The Position

At Bank of America, this role partners with Financial Center leadership to provide holistic oversight, coaching, and support for teammates responsible for inbound sales calls. The manager supports onboarding, upskilling, and performance development to help ensure exceptional client care, operational excellence, and responsible growth. The role also drives cross-channel communication, monitors controls to reduce risk, and supports process improvement within the financial center channel to meet client experience, call volume, and call handling expectations. The position executes business priorities and strategies, coaches and develops employees, oversees readiness and compliance training, and supports engagement, inclusion, hiring, retention, and career mobility. It manages competing business and administrative priorities in a high-volume environment, handles escalated client inquiries, and uses call listening and performance data to improve teammate performance and client care while mitigating risk. The position is based at one of the listed Bank of America locations and is subject to the company’s in-office culture and role-specific expectations.

Requirements

Experience managing high-volume client interactions and employee performance.
Financial Center or call center leadership experience.
Ability to lead a large team of up to 25 indirect reports.
Strong communication and collaboration skills in a matrixed environment.
Ability to manage competing priorities, lead through change, and deliver results.
Experience supporting operational excellence, risk management, and responsible growth through needs-based client solutions and relationship deepening.
High school diploma, GED, secondary school, or equivalent.

Nice To Haves

2+ years of people management experience.
Bilingual Spanish proficiency.

Responsibilities

Execute Line of Business priorities and strategies by delivering key initiatives, implementing process improvements and procedural changes, and promoting a positive client experience.
Coach and manage employees through inspections, action planning, and documentation to deliver key business priorities.
Track compliance training completion and support ongoing employee development and readiness.
Drive employee engagement and inclusion activities, including hiring and retention, foster an inclusive team environment, and support talent mobility.
Manage competing business and administrative priorities to optimize productivity, reduce performance variability, and achieve performance metrics in a high-volume, high-capacity environment.
Research and resolve escalated or complex client inquiries and requests in a timely manner and in compliance with industry regulations and bank procedures.
Use call listening and performance data to strengthen teammate performance, enhance client care, support responsible growth, and mitigate risk.