Consumer Specialty Team Manager

Bank of America•Jacksonville, FL

2d•Onsite

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 and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates’ physical, emotional, and financial wellness through affordable, competitive and flexible benefits. We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve. Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs. 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 managing a team of researchers that handle highly sensitive client account concerns escalated through high-risk channels in a highly complex environment. Key responsibilities include ensuring timely and effective resolution, delivery of exceptional service while maintaining a seamless and positive client experience. Job expectations include providing strategic direction and support to the team to achieve key performance indicators, conducting performance reviews, hiring, onboarding and team retention.

Requirements

Minimum of 3 years management experience in a production based environment
Working knowledge of Regulation E, BSA and FCRA
Customer centric approach to problem resolution
Must possess strong interpersonal communication and team building skills
Experience driving consistent results in a shared process with peer(s) in multiple site locations
Must be self-motivated and a role model of Bank of America's Values
Must be flexible and adapt quickly to change
Ability to multi-task and meet specific performance goals within tight deadlines
Proficient in Microsoft Office tools including but not limited to PowerPoint, Excel and Word
Excellent written and oral communication skills
Have proven experience creating highly engaged and satisfied teams through meaningful and creative recognition

Nice To Haves

Six Sigma preferred
Bachelor's degree or comparable work experience preferred with 3-5 years supervisory experience
Proficient in systems including EPIC, Interact / Synergy, IEX as well as the Microsoft suite of products: Excel, PowerPoint, Word, One Note
Experience with data analysis, report creation, presentations

Responsibilities

Executes a Line of Business strategy by driving key initiatives, process improvements, and procedural changes to meet the needs of the business
Analyzes data, identifies trends, and provides recommendations and a corresponding action plan to drive overall performance improvement
Handles escalated and complex client inquiries and requests by conducting research to resolve concerns in a timely manner and in compliance with industry regulations and bank procedures
Manages competing business and administrative priorities to optimize productivity, reduce performance variability, and achieve peak performance metrics in a high volume, high capacity, and high execution environment
Inspects and evaluates employee results, ensures coaching is implemented, and focuses on the key behaviors that drive desired results
Creates an inclusive team where members are treated fairly and respectfully.
Demonstrates and expects process knowledge, data driven decisions, simplicity and continuous improvement.
Delivers clear and concise messages that motivate, convey the “why” and connects contributions to business results.
Leads and encourages the identification, escalation and resolution of potential risks.
Knows and develops team members through coaching and feedback.
Manages expenses and demonstrates an owner’s mindset.
Recruits, on-boards and develops talent, and supports talent mobility for career growth.
Delivers results through effective team management, structure, and routines.
Manages a specific operations segment or a small operations unit of the company's operations activities.
Involved in a variety of projects.
Responsible for expense management, enterprise management, and building business/client relationships.
Oversees daily activities ensuring adherence to deadlines and quality standards and adherence to procedures and regulatory requirements (e.g. client inquiries, transaction research).
Develops and implements new processes/procedures to improve operating efficiency and to ensure timeliness and accuracy of workflow.
Modifies existing procedures and analyzes and resolves non-routine and/or moderately complex operational problems often requiring research and involvement from other business functional experts.
Forecast / manage staffing levels and capacities.
Responsible for performance management.