Consumer Team Manager - Small Business - 2nd Shift
About The Position
This job is responsible for managing overall team performance. Key responsibilities include overseeing day-to-day activities of employees, managing risk, and driving operational excellence. Job expectations include conducting performance reviews, hiring, onboarding and team retention. 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.
Requirements
- 1+ years of leadership experience
- Proficient in English and Spanish
- Displays passion, integrity, commitment and drive to deliver a positive, differentiated service that improves our clients’ financial lives
- Fully understands how life events can impact a client’s financial situation and is prepared to actively advise solutions and analyze/resolve complex client problems through creative solutions
- Commitment to excellent attendance with proven reliability and can adhere to the agreed upon work schedule
- Dependable team-player attitude with an understanding that calls must be handled immediately, including weekends and holidays
- Communicates effectively and confidently with all clients to make their financial lives better
- Ability to engage with clients - begin a conversation, anticipate what questions a client will have, actively share information using plain language, build rapport, and handle objection
- Comfortable receiving ongoing performance feedback and coaching
- Ability to learn and adapt to new information and technology platforms
- Minimum of an intermediate level of proficiency with computers and current technology
- Must be flexible with schedule and shift including weekends/holidays
Nice To Haves
- 1+ years of experience in the banking/financial industry
- 2+ years of experience working in a client service capacity
- 3+ years of leadership experience
Responsibilities
- Drives team to reduce performance variability and achieve peak performance metrics in a high-volume, high-capacity, and high-execution environment
- Addresses real-time needs of team, completes administrative tasks on time, and participates in contact center initiatives to drive consistency across the business
- Hires, retains, and coaches employees to meet production deadlines, enhance efficiency, and deliver high quality interactions while ensuring adherence to regulatory requirements
- Identifies and manages employee or business risk and escalates through the appropriate channels
- Complies with industry regulations, bank procedures, integrity levels of the department's system, and financial controls
Benefits
- affordable, competitive and flexible benefits
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
