ACS- Consumer Team Manager- Rio Rancho, NM

Bank of America•Rio Rancho, NM

4d•Onsite

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. 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

Is an enthusiastic, highly motivated self-starter with a strong work ethic and intense focus on results, acting in the best interest of the client.
Collaborates effectively to get things done, building, and nurturing strong relationships.
Displays passion, commitment and drive to deliver an experience that improves our clients’ financial lives.
Is confident in identifying solutions for clients based on their needs and can resolve problems independently or bring in others as needed.
Communicates effectively and confidently and is comfortable engaging all clients.
Has the ability to learn and adapt to new information and technology platforms.
Applies strong critical thinking and problem-solving skills to meet client’s needs.
Will follow established processes and guidelines in daily activities to do what is right for clients and the bank, adhering to all applicable laws and regulations.
Efficiently manages your time and capacity.
Can manage complexity, prioritize tasks, delegate, and execute in a fast-paced environment.
Can interpret performance results, find opportunities to drive success and hold others accountable to results.
Can be flexible to work weekends and/or extended hours as needed.

Nice To Haves

2+ years of demonstrated experience building, leading, managing, and coaching a team.
Experience in financial services and knowledge of financial services industry, products, and solutions.
Experience in mortgage, retail, or hospitality.
Experience working in an environment with individual and team goals where goals were routinely met or exceeded.

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
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.