Consumer Team Manager

Bank of America • Phoenix, AZ

7d • 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! Job Description: 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.

Requirements

• Minimum 1 year experience in a manager or a leadership/support role (i.e. Coach, OSL)
• 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
• Ability and willingness to coach to strong performance, develop talent and have difficult conversations.

Nice To Haves

• 3 or more years of management experience in a production based environment
• Working knowledge of Commercial and/or Small Business Claims
• Proficient in systems used to process Commercial/Small Business Claims, as well as the Microsoft suite of products: Excel, PowerPoint, Word, One Note, Image As400, TSYS 6040, VROL & MasterCom
• Experience with data analysis, report creation, presentations

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

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees