Commercial Card Digital Services GTMO Manager

Bank of America • Jacksonville, FL

122d

About The Position

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day. Being a Great Place to Work is core to how we drive Responsible Growth. This includes our commitment to being an inclusive workplace, attracting and developing exceptional talent, supporting our teammates’ physical, emotional, and financial wellness, recognizing and rewarding performance, and how we make an impact in the communities we serve. Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations. At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us! This job is responsible for leading a segment or a small operations unit for a site, region, or product line within the bank's internal operations. Key responsibilities include identifying, analyzing, and resolving complex problems, ensuring compliance with policies, and developing and implementing new processes to improve operating efficiency and ensure accuracy of workflow. Job expectations include overseeing day-to-day activities of employees, including executing transactions and managing the budget, expenses, forecasting, and reporting.

Requirements

• 1-2 Years management experience, or team lead position with direct experience in commercial card or treasury.
• Strong verbal and written communication skills.
• Ability to coach and discipline per company guidelines as well as provide recognition for deserving team members.
• Experience working in call center environment is required and email support is desirable.

Nice To Haves

• Strives to bring new thoughts and ideas to teams in order to drive innovation and unique solutions.
• Excels in working among diverse viewpoints to determine the best path forward.
• Experience in connecting with a diverse set of clients to understand future business needs – is a continuous learner.
• Commitment to challenging the status quo and promoting positive change.
• Participate in and drive collaborative efforts to advance tools, technology, and ways of working to better serve an evolving client base.
• Believes in value of diversity so we can reflect, connect and meet the diverse needs of our clients and employees around the world.

Responsibilities

• Manage team of phone agents, ensuring teams meet Service Levels and quality of responses.
• Hire, coach and develop personnel.
• Key escalation contact point for client teams.
• Participate in assigned projects that will impact the Card Digital Services team.
• Ensure all advisors receive training and procedures are kept up to date.
• Emphasize a risk culture of questioning current processes and new processes to ensure they meet our risk appetite.
• Evaluate Client Delight survey responses and recommend actions to ensure highest client satisfaction is maintained.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager