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, effective resolution and exceptional service while maintaining a seamless, positive client experience. The role provides strategic direction and support to help the team achieve key performance indicators and includes performance reviews, hiring, onboarding, and team retention. The position executes business strategies through initiatives, process improvements, and procedural changes; analyzes performance data and recommends actions; and handles complex, escalated client concerns through research conducted in compliance with industry regulations and bank procedures. It manages competing business and administrative priorities in a high-volume, high-capacity environment and evaluates employee results, ensuring coaching focuses on behaviors that drive desired outcomes. Managers at this level are expected to foster inclusion, use process knowledge and data-driven decisions, communicate clearly, identify and resolve risks, coach and develop team members, manage expenses, recruit and onboard talent, and deliver business outcomes through effective team management.

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 for professional interaction with all levels of management and clients, including on escalated and complex inquiries.
Ability to work independently and as part of a team in a fast-paced, high-pressure environment.
Self-starter with the ability to learn new skills and share knowledge or teach others.
Proven ability to manage and prioritize work, meet deadlines, and maintain quality output.
Demonstrated experience leading others to deliver results.
Demonstrated experience coaching to improve productivity, reduce performance variability, and deliver metric results.
Ability to manage performance, engage partner organizations, and deliver 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, including 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.
Use process knowledge and data-driven decisions, and promote simplicity and continuous improvement.
Communicate clearly and concisely to motivate the team and connect 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 career growth and talent mobility.
Deliver results through effective team management, structure, and routines.