Consumer Specialty Team Manager (Regulatory Complaints)

Bank of America•Newark, NJ

About The Position

At Bank of America, this role manages a team of researchers handling highly sensitive client account concerns escalated through high-risk channels in a highly complex environment. The manager ensures timely and effective resolutions and exceptional service while maintaining a seamless, positive client experience. The role provides strategic direction and support to achieve key performance indicators and includes performance reviews, hiring, onboarding, and team retention. The position executes line-of-business strategy through key initiatives, process improvements, and procedural changes. It analyzes performance data, identifies trends, recommends actions, and manages competing priorities in a high-volume, high-capacity environment. The manager also handles escalated and complex client inquiries, ensures compliance with industry regulations and bank procedures, evaluates employee results, and implements coaching. Bank of America describes its culture as inclusive and supportive of teammates’ career development and physical, emotional, and financial wellness. The company is committed to an in-office culture that supports collaboration, engagement, and career development, with flexibility based on role responsibilities and business needs. Internal employees currently working from home may apply, but selected candidates may be required to work onsite in accordance with the workplace excellence policy. This is a first-shift role with 40 hours per week.

Requirements

At least 1 year of experience in a manager or leadership/support role, such as Coach or OSL.
Exceptional written and verbal communication skills to interact professionally and effectively with all levels of management and clients, including on escalated and complex inquiries.
Comfort working in a fast-paced, high-pressure environment, independently and as part of a team.
Self-starter with demonstrated ability to learn new skills and share knowledge or teach others.
Proven ability to manage and prioritize work to meet deadlines while maintaining quality output.
Demonstrated experience leading others to deliver results.
Demonstrated experience coaching to deliver productivity, reduce performance variability, and achieve metric results.
Ability to performance-manage, including engaging partner organizations and delivering difficult conversations.
Strong understanding of complaint standards and requirements.
Risk-focused mindset and ability to escalate and debate findings and decisions.
Proven reputation as a leader among partners and peers.

Nice To Haves

At least 2 years of management experience, including direct reports.
Experience in an operational environment with call center, fraud, or claims experience.
Prior success developing future leaders or talent.
Understanding of Workforce Management and IEX.
Strong analytical skills and experience with data management reporting.

Responsibilities

Execute line-of-business strategy by driving key initiatives, process improvements, and procedural changes to meet business needs.
Analyze data, identify trends, and provide recommendations and action plans to improve overall performance.
Research and resolve escalated, complex client inquiries and requests in a timely manner and in compliance with industry regulations and bank procedures.
Manage competing business and administrative priorities to optimize productivity, reduce performance variability, and achieve performance metrics in a high-volume, high-capacity, high-execution environment.
Inspect and evaluate employee results, ensure coaching is implemented, and focus on behaviors that drive desired results.
Provide strategic direction and support to the team to achieve key performance indicators.
Conduct performance reviews and support hiring, onboarding, and team retention.
Create an inclusive team where members are treated fairly and respectfully.
Promote process knowledge, data-driven decisions, simplicity, and continuous improvement.
Communicate clearly and concisely, motivate team members, and connect their contributions to business results.
Lead and encourage identification, escalation, and resolution of potential risks.
Develop team members through coaching and feedback.
Manage expenses and demonstrate an owner's mindset.
Recruit, onboard, and develop talent, and support talent mobility for career growth.
Deliver business results through effective team management, structure, and routines.