Workplace Benefits Group Manager - Client Services

Bank of America•Pennington, AL

2d•$125,400 - $160,100•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! The Client Service Manager Team Manager leads a team of Client Service Managers (CSMs) supporting Health Benefit Solutions (HBS) clients across HSA, FSA, HRA, Commuter, and LSA products. This people-leader role is accountable for day-to-day service delivery, client satisfaction, and operational execution within the HBS segmented service model. The manager coaches and develops the CSM team, drives consistency and quality across client interactions, partners closely with Client Relationship Managers, Sales, Product, Operations, and Engagement Consultants, and helps unlock capacity to support HBS growth goals. This role plays a direct part in the transition to the enhanced service model (CSM Direct and dedicated CSM support tiers) and in achieving HBS account growth targets.

Requirements

5+ years of client service, account management, or benefits administration experience, with 2+ years in a people-leadership or team-lead capacity.
Demonstrated experience managing client relationships and resolving escalations in a service-delivery environment.
Proven ability to coach, develop, and manage performance across a team.
Strong operational discipline, including file/data handling, reconciliation, and adherence to risk and control standards.
Effective cross-functional collaboration and communication skills across Sales, Product, Operations, and partner teams.
Working knowledge of employee benefits administration (HSA, FSA, HRA, Commuter, and/or LSA products) or comparable financial services/healthcare account-based products.
Attention to Detail
Critical Thinking
Customer and Client Focus
Verbal and written Communications
Prioritization
Active Listening
Decision Making
Emotional Intelligence
Result Orientation
People/team leadership and coaching
Client relationship management
Benefits administration (HSA, FSA, HRA, Commuter, LSA)
Operational risk and controls management
Process improvement / operational efficiency
Cross-functional stakeholder management
Escalation and problem resolution
Salesforce / CRM tools
Data and file reconciliation
Performance management
Talent development and career coaching

Nice To Haves

Proficiency with CRM/Salesforce and standard productivity tools (ex Microsoft CoPilot)
Experience implementing service-model changes, segmentation strategies, or process-improvement/OpEx initiatives that scale capacity
Bachelor's degree or equivalent work experience.

Responsibilities

Lead, coach, and develop a team of Client Service Managers, setting performance expectations and building foundational product and process knowledge across the team.
Oversee day-to-day service delivery for assigned HBS clients, including operational activities, file processing and reconciliation support, and timely resolution of employer and employee inquiries.
Drive client satisfaction and retention through consistent, high-quality service and proactive management of client requests and escalations.
Support open enrollment activities, plan design and strategic planning discussions, and data/file questions in partnership with Operations and Product teams.
Partner with Client Relationship Managers, Sales, Product, Engagement Consultants, and WEX to strengthen connection points and support the enhanced service model rollout.
Identify and implement process improvements that reduce exceptions and unlock capacity to support HBS growth without added resources.
Manage risk, adherence to procedures, and quality assurance standards consistent with HBS operating and control routines.
Models an inclusive environment for employees and clients, aligned to company Great Place to Work goals.
Demonstrates deep process knowledge, operational excellence and innovation through a focus on simplicity, data based decision making and continuous improvement.
Communicates enterprise decisions, purpose, and results, and connects to team strategy, priorities and contributions.
Ensures proper risk discipline, controls and culture are in place to identify, escalate and debate issues.
Provides inspection, coaching and feedback to motivate, differentiate and improve performance.
Actively manages expenses and budgets in alignment with objectives, making sound financial decisions.
Assesses talent and builds bench strength for roles across the organization.
Delivers results by effectively prioritizing, inspecting and appropriately delegating team work.