Consumer Team Manager

Bank of America • Richmond, VA

1d • Onsite

About The Position

At Bank of America, the Consumer Team Manager manages overall team performance, oversees employees’ day-to-day activities, manages risk, and drives operational excellence. The role includes conducting performance reviews, hiring, onboarding, and retaining team members. It drives consistent performance and high-quality client interactions in a high-volume, high-capacity environment while meeting production deadlines and regulatory requirements.

The manager addresses real-time team needs, completes administrative tasks on time, and participates in contact center initiatives. The role also includes identifying, escalating, and resolving employee or business risks; coaching and developing employees; supporting an inclusive team; communicating business priorities; managing expenses; and delivering business results through effective team routines and processes.

The position is based at the Villa Park Operations Center in Richmond, Virginia. It is a second-shift role with a 40-hour workweek. Bank of America maintains an in-office culture, and employees currently working from home may be required to work onsite if selected, in accordance with workplace policy.

Requirements

• At least 1 year of leadership experience, such as OJT coach, Proctor, or Interim CC.
• Passion, integrity, commitment, and drive to deliver positive, differentiated service that improves clients' financial lives.
• Ability to understand how life events can affect clients' financial situations and to advise on solutions and analyze or resolve complex client problems creatively.
• Excellent attendance, proven reliability, and ability to adhere to the agreed-upon work schedule.
• Dependable team-player attitude and understanding that calls must be handled immediately, including weekends and holidays.
• Ability to communicate effectively and confidently with clients.
• Ability to engage clients, begin conversations, anticipate questions, share information in plain language, build rapport, and handle objections.
• Comfort receiving ongoing performance feedback and coaching.
• Ability to learn and adapt to new information and technology platforms.
• At least intermediate proficiency with computers and current technology.
• Schedule and shift flexibility, including availability for weekends and holidays.

Nice To Haves

• At least 1 year of experience in the banking or financial industry.
• At least 2 years of experience working in a client service capacity.
• At least 3 years of leadership experience.

Responsibilities

• Drive the team to reduce performance variability and achieve peak performance metrics in a high-volume, high-capacity, high-execution environment.
• Address real-time team needs, complete administrative tasks on time, and participate in contact center initiatives that promote consistency across the business.
• Hire, retain, and coach employees to meet production deadlines, improve efficiency, and deliver high-quality interactions while adhering to regulatory requirements.
• Identify and manage employee or business risks and escalate them through appropriate channels.
• Comply with industry regulations, bank procedures, department system integrity requirements, and financial controls.
• Conduct performance reviews and support employee onboarding and retention.
• Create an inclusive team where members are treated fairly and respectfully.
• Use process knowledge and data-driven decisions to support simplicity and continuous improvement.
• Communicate clearly and concisely, connecting team contributions to business results.
• Lead and encourage the 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 mobility.
• Deliver business results through effective team management, structure, and routines.

Benefits

• Benefits eligibility.
• Access to paid time off.
• Discretionary annual incentive plan eligibility, with awards based on individual performance and behaviors, line-of-business or group contributions, and company success.
• Affordable, competitive, and flexible benefits and resources supporting employees' physical, emotional, and financial wellness.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed