Channel Integration Manager - Southeast Division

Bank of America•Charlotte, NC

1d•Onsite

About The Position

At Bank of America, the Channel Integration Manager partners with Financial Center leadership to provide holistic oversight, coaching, and support for teammates responsible for inbound sales calls. The role focuses on onboarding, upskilling, and performance development to ensure exceptional client care, operational excellence, and responsible growth. It 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 role executes Line of Business priorities and strategies, coaches and manages employees, oversees employee readiness and development, and supports engagement, inclusion, hiring, retention, and talent mobility. It manages competing business and administrative priorities in a high-volume environment, handles escalated and complex client inquiries, and uses call listening and performance data to improve teammate performance, client care, responsible growth, and risk mitigation. Bank of America describes an in-office culture intended to support collaboration, engagement, and career development, with role-specific flexibility based on responsibilities and business needs. The position is first shift and scheduled for 40 hours per week.

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 education, or equivalent.

Nice To Haves

At least 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 employee readiness and ongoing development.
Drive employee engagement and inclusion activities, including hiring and retention; foster an inclusive team environment and support talent mobility for career growth.
Manage competing business and administrative priorities to optimize productivity, reduce performance variability, and achieve performance metrics in a high-volume, high-capacity environment.
Handle escalated and complex client inquiries and requests by researching concerns and resolving them 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.
Partner with Financial Center leadership to oversee, coach, and support teammates responsible for inbound sales calls.
Drive cross-channel communication, monitor controls to reduce risk, and support process improvement within the financial center channel.