Channel Integration Manager - Central Division
About The Position
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 oversees onboarding, upskilling, and performance development to promote 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 business priorities and strategies, manages employee performance and readiness, and supports engagement, inclusion, and career development. It also handles escalated and complex client inquiries, using research, call listening, and performance data to improve teammate performance, strengthen client care, support responsible growth, and mitigate risk. The position is based at one of the listed Bank of America locations in Chicago, Illinois, or Las Vegas, Nevada.
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
- 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 to deliver on business priorities through inspections, action planning, and documentation.
- Oversee employee readiness by tracking compliance training completion and supporting 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 promptly 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.
- Drive cross-channel communication, monitor controls, and support risk reduction and process improvement within the financial center channel.
Benefits
- Access to paid time off.
- Industry-leading benefits and resources and support for employees.
- Eligible to participate in the annual discretionary incentive plan.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
