CICS Registered Team Manager

Bank of America•Jacksonville, FL

13d

About The Position

At Bank of America, the CICS Registered Team Manager leads Financial Service Representatives in Consumer Investments Client Services. The Investment Center is a multi-site service center and the primary service provider for Consumer Investments Solutions, supporting trade, service, account maintenance, and online access and navigation inquiries. The team serves more than 1.4 million clients and aims to provide a high level of service to Consumer Investments and Merrill clients. This licensed manager oversees employees within Consumer Investments Solutions and Client Services and is responsible for day-to-day team performance. The role ensures schedule adherence and proper call management in line with contact center strategy, supports workflow improvements, and resolves client issues escalated to leadership. The manager coaches and motivates associates, develops client relationships, promotes a client-centric culture, and actively manages compliance and risk across team activities. The role includes foundational management training, leadership rotations, and in-depth role-specific training. Weekend and/or extended-hours coverage may be required to operate the business.

Requirements

Series 7, 66, 9, and 10 licenses (or equivalents) required at hire.
Ability to understand investments and assist associates and clients with their financial needs.
Focus on building relationships with teammates.
Analytical ability and strong organizational skills, including managing multiple responsibilities and prioritizing.
Strong verbal, non-verbal, and written communication skills and active listening skills.
Ability to lead a diverse, client-centric team and drive culture.
Proven ability to manage risk and use sound judgment in business decisions for clients and shareholders.
Client- and associate-focused approach.
Proven ability to coach and motivate others.
Lives Bank of America Core Values: delivers for clients and shareholders, embraces the power of its people, acts responsibly, and promotes opportunity.
Availability to work weekends and/or extended hours as required to operate the business.

Nice To Haves

Capability to coach and mentor a team effectively to meet metrics.
Ability to manage workload effectively in a fast-paced environment.
Excellent interpersonal, leadership, and oral and written communication skills.
Ability to multitask and work efficiently under stress and high volume.
Strong organizational and teamwork skills.
Knowledge of Consumer Investments and Merrill systems and clients.

Responsibilities

Foster a client-centric team environment by promoting an effective sales and service strategy and risk management process.
Provide effective coaching and constructive feedback to drive operational excellence.
Oversee day-to-day team activities and resolve client issues escalated to leadership.
Communicate clearly with the team and stakeholders to support goals and manage performance.
Coach, motivate, and supervise team members as they build client relationships and present investment solutions from Consumer Investments Solutions & Client Services, Merrill, and Bank of America.
Deliver exceptional client experiences by resolving escalated issues and modeling client ownership.
Develop team members through side-by-side coaching, relationship building, call reviews, consistent coaching, and mentoring.
Manage compliance and regulatory standards, including reviewing sales practices, trades, communications, and other team activities.
Ensure schedule adherence and proper call management in accordance with contact center strategy.
Promote workflow improvements and continuous improvement.
Provide weekend and/or extended-hours coverage as required.
Recruit, onboard, and develop talent, and support talent mobility for career growth.
Manage expenses and demonstrate financial stewardship.
Lead identification, escalation, and resolution of potential risks.
Drive business outcomes through effective team management, structure, and routines.