Job Description:

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 and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates’ physical, emotional, and financial wellness through affordable, competitive and flexible benefits. We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve. Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs. 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 partnering with Financial Center leadership to provide holistic oversight, coaching and support for teammates responsible for inbound sales calls. Key responsibilities include onboarding, upskilling, and performance development ensuring exceptional client care, operational excellence, and responsible growth. Job expectations include driving cross-channel communication, monitoring controls to reduce risk and process improvement within the financial center channel to achieve expected client experience, call volume and call handling expectations.

Responsibilities:

• Executes Line of Business (LOB) priorities and strategies by delivering on key initiatives, implementing process improvements and procedural changes to meet the needs of the business, and promoting a positive client experience

• Coaches and manages employees to deliver on key business priorities by performing inspections, action planning, and documentation
• Oversees employee readiness by tracking compliance training completion and supporting ongoing development in a fast-paced environment
• Drives key employee engagement and inclusion activities including hiring and retention, fosters an inclusive team environment, and supports talent mobility for career growth
• Manages competing business and administrative priorities to optimize productivity, reduce performance variability, and achieve peak performance metrics in a high volume, high capacity, and high execution environment
• Handles escalated and complex client inquiries and requests by conducting research to resolve concerns in a timely manner and in compliance with industry regulations and bank procedures
• Uses call listening and performance data to strengthen teammate performance, enhance client care, support responsible growth, and mitigate risk

Required Qualifications

• Experience managing high-volume client interactions and employee performance
• Financial Center or call center leadership experience
• Ability to lead a large team of up to 25 indirect reports
• Strong communication and collaboration skills in a matrixed environment
• Ability to manage competing priorities, lead through change, and deliver results
• Experience supporting operational excellence, risk management, and responsible growth through needs-based client solutions and relationship deepening

Desired Qualifications

• 2+ years of people management experience
• Bilingual Spanish proficiency

Skills:

• Attention to Detail
• Drives Engagement
• Influence
• Oral Communications
• Result Orientation
• Collaboration
• Customer and Client Focus
• Emotional Intelligence
• Problem Solving
• Talent Development
• Adaptability
• Critical Thinking
• Executive Presence
• Inclusive Leadership
• Prioritization

Minimum Education Requirement: High School Diploma / GED / Secondary School or equivalent

Shift:

Hours Per Week: