Consumer Specialty Team Manager

Bank of America•Newark, NJ

9d•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 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! Enterprise Job Description: 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. Enterprise 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 Managerial Responsibilities: This position may also have responsibilities for managing associates. At Bank of America, all managers at this level demonstrate the following responsibilities, in addition to those specific to the role, listed above. Opportunity & Inclusion Champion: Creates an inclusive team where members are treated fairly and respectfully. Manager of Process & Data: Demonstrates and expects process knowledge, data driven decisions, simplicity and continuous improvement. Enterprise Advocate & Communicator: Delivers clear and concise messages that motivate, convey the “why” and connects contributions to business results. Risk Manager: Leads and encourages the identification, escalation and resolution of potential risks. People Manager & Coach: Knows and develops team members through coaching and feedback. Financial Steward: Manages expenses and demonstrates an owner’s mindset. Enterprise Talent Leader: Recruits, on-boards and develops talent, and supports talent mobility for career growth. Driver of Business Outcomes: Delivers results through effective team management, structure, and routines. LOB Specific Information: Manages a specific operations segment or a small operations unit of the company's operations activities . May report to a group operations manager or a Sr. Operations Manager. 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. Decisions impact multiple product lines, customers, and associates. 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. Requires thorough operations knowledge of specific products/ services line managed, usually gained through operations experience. Forecast / manage staffing levels and capacities. Responsible for performance management. Six Sigma preferred. Bachelor's degree or comparable work experience preferred with 3-5 years supervisory experience.

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
Bachelor's degree or comparable work experience preferred with 3-5 years supervisory experience.

Nice To Haves

Six Sigma preferred.
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

Ensuring timely and effective resolution
Delivery of exceptional service while maintaining a seamless and positive client experience
Providing strategic direction and support to the team to achieve key performance indicators
Conducting performance reviews, hiring, onboarding and team retention
Executing a Line of Business strategy by driving key initiatives, process improvements, and procedural changes to meet the needs of the business
Analyzing data, identifies trends, and provides recommendations and a corresponding action plan to drive overall performance improvement
Handling 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
Managing 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
Inspecting and evaluating employee results, ensures coaching is implemented, and focuses on the key behaviors that drive desired results
Managing a specific operations segment or a small operations unit of the company's operations activities
Overseeing daily activities ensuring adherence to deadlines and quality standards and adherence to procedures and regulatory requirements (e.g. client inquiries, transaction research)
Developing and implementing new processes/procedures to improve operating efficiency and to ensure timeliness and accuracy of workflow
Forecasting / manage staffing levels and capacities
Responsible for performance management