CICS Registered Team Manager

Bank of America•Jacksonville, FL

11d

About The Position

Bank of America’s Investment Center is a multi-site service center that provides Consumer Investments Solutions and Merrill clients with support for trading, service, account maintenance, and online access and navigation. The Registered Team Manager leads Financial Service Representatives who serve more than 1.4 million clients. The role oversees day-to-day team performance, schedule adherence, call management, coaching, and client issues escalated to leadership, while helping deliver a positive client experience and support responsible growth. The manager fosters an inclusive, client-centered team and promotes effective sales, service, and risk-management practices. They develop associates through coaching, mentoring, call reviews, and feedback; monitor compliance and team activity; communicate goals and business context; and manage team performance, expenses, talent, and operational processes. The role includes foundational management training, leadership rotations, and role-specific training. Weekend and/or extended-hours coverage may be required. The position is based in the Investment Center network, which has locations in Lincoln, Rhode Island; Chandler, Arizona; Chicago, Illinois; Hunt Valley, Maryland; Jacksonville, Florida; Pennington, New Jersey; and Fort Worth, Texas.

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.
Ability to deliver a strong client experience and independently solve problems.
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.
Proven ability to manage risk and use sound judgment when making business decisions for clients and shareholders.
Client- and associate-focused approach.
Proven ability to coach and motivate others.
Availability to work weekends and/or extended hours as required to operate the business.
Commitment to Bank of America’s Core Values: delivering for clients and shareholders, embracing the power of people, acting responsibly, and promoting opportunity.

Nice To Haves

Ability to effectively coach and mentor a team 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 in high-volume conditions.
Strong organizational and teamwork skills.
Knowledge of Consumer Investments and Merrill systems and clients.

Responsibilities

Coach, motivate, and supervise Financial Service Representatives as they build client relationships and present investment solutions.
Deliver exceptional client experiences by resolving escalated client issues and demonstrating client ownership.
Develop team members through side-by-side coaching, relationship building, call reviews, consistent feedback, and mentoring.
Monitor compliance and regulatory standards, including reviewing sales practices, trades, communications, and other team activity to manage risk.
Oversee day-to-day team performance, schedule adherence, and call management in alignment with contact-center strategy.
Promote an effective sales and service strategy, risk-management practices, and workflow improvements.
Communicate clearly with the team and stakeholders to support goals and manage performance.
Create an inclusive team environment and support fair and respectful treatment.
Use process knowledge and data-driven decisions to promote simplicity and continuous improvement.
Identify, escalate, and resolve potential risks.
Recruit, onboard, and develop talent, and support career growth and talent mobility.
Manage expenses and deliver business results through effective team management, structure, and routines.
Provide coverage during weekends and/or extended hours as required.