Channel Integration Manager - Southeast Division

Bank of America•Tampa, FL

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 promote exceptional client care, operational excellence, and responsible growth. It drives cross-channel communication, monitors controls to reduce risk, and advances process improvements within the financial center channel to achieve client experience, call volume, and call-handling expectations. The position executes business priorities and strategies, coaches and develops employees, supports employee readiness and engagement, manages competing priorities, and handles escalated client inquiries. It uses call listening and performance data to strengthen teammate performance, enhance client care, support responsible growth, and mitigate risk. Bank of America describes an in-office culture that supports collaboration, engagement, and career development, with flexibility based on role responsibilities and business needs.

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 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.
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.