Channel Integration Manager - West Division

Bank of America • San Francisco, CA

1d • 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 leads 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.

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 on business priorities.
• Track compliance training completion and support ongoing employee readiness and development.
• 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.
• 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.

Benefits

• Access to paid time off.
• Resources and support for employees.
• Eligible to participate in an annual discretionary incentive plan, with awards based on individual performance and behaviors, line of business or group performance, and overall company success.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED