Consumer Specialty Team Manager

Bank of America•Jacksonville, FL

18h

About The Position

At Bank of America, the Consumer Specialty Team Manager manages a team of researchers handling highly sensitive client account concerns escalated through high-risk channels in a complex environment. The manager ensures timely, effective resolution and exceptional service while maintaining a seamless, positive client experience. This role provides strategic direction and support to meet key performance indicators and may include conducting performance reviews, hiring, onboarding, and retaining team members. The position manages a specific operations segment or small operations unit, overseeing daily activities, deadlines, quality, procedures, and regulatory requirements. It involves projects, expense and staffing management, relationship building, and developing processes to improve efficiency and workflow accuracy. Decisions may affect multiple product lines, customers, and associates; the role also addresses non-routine or moderately complex operational problems, often with input from other business experts. Bank of America describes an in-office culture supporting 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. The schedule is first shift, 40 hours per week.

Requirements

At least 3 years of management experience in a production-based environment.
Working knowledge of Regulation E, BSA, and FCRA.
Customer-centric approach to problem resolution.
Strong interpersonal communication and team-building skills.
Experience driving consistent results in a shared process with peers across multiple site locations.
Self-motivation and ability to serve as a role model for Bank of America's values.
Flexibility and ability to adapt quickly to change.
Ability to multitask and meet specific performance goals within tight deadlines.
Proficiency in Microsoft Office tools, including PowerPoint, Excel, and Word.
Excellent written and oral communication skills.
Proven experience creating highly engaged and satisfied teams through meaningful and creative recognition.

Nice To Haves

Six Sigma experience or knowledge is preferred.
A bachelor's degree or comparable work experience is preferred.
Three to five years of supervisory experience is preferred.
Proficiency with EPIC, Interact / Synergy, IEX, and Microsoft Office products including Excel, PowerPoint, Word, and OneNote.
Experience with data analysis, report creation, and presentations.

Responsibilities

Execute a line-of-business strategy by driving initiatives, process improvements, and procedural changes to meet business needs.
Analyze data, identify trends, and recommend action plans to improve overall performance.
Research and resolve escalated, complex client inquiries and requests in a timely manner and in compliance with regulations and bank procedures.
Manage competing business and administrative priorities to optimize productivity, reduce performance variability, and achieve performance metrics in a high-volume 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 manage team hiring, onboarding, retention, and development.
Oversee daily operations to ensure deadlines, quality standards, procedures, and regulatory requirements are met.
Develop and implement processes and procedures to improve operating efficiency, timeliness, and workflow accuracy.
Forecast and manage staffing levels and capacity, manage expenses, and support business and client relationships.
Promote inclusion, clear communication, risk identification and escalation, continuous improvement, talent development, and effective team performance.