Channel Integration Manager - West Division

Bank of America•Las Vegas, NV

1d•$82,000 - $114,100•Onsite

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 support 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 position executes business priorities, coaches and develops employees, oversees training readiness, supports engagement and inclusion, manages competing priorities, handles escalated client concerns, and uses call listening and performance data to improve teammate performance and mitigate risk. It is a first-shift role, 40 hours per week, with listed work locations in California and 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 qualification, or equivalent.

Nice To Haves

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

Responsibilities

Execute Line of Business priorities and strategies through key initiatives, process improvements, and procedural changes that meet business needs and promote a positive client experience.
Coach and manage employees through inspections, action planning, and documentation to deliver on key business priorities.
Track compliance training completion and support ongoing employee development and readiness.
Drive employee engagement and inclusion activities, including hiring and retention, and support talent mobility and 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.
Research and resolve escalated and 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 improve teammate performance and 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, and support process improvement within the financial center channel.