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 managing a team of researchers that handle highly sensitive client account concerns escalated through high-risk channels in a highly complex environment. Key responsibilities include ensuring timely and effective resolution, delivery of exceptional service while maintaining a seamless and positive client experience. Job expectations include providing strategic direction and support to the team to achieve key performance indicators, conducting performance reviews, hiring, onboarding and team retention.

Responsibilities:

• Executes a Line of Business strategy by driving key initiatives, process improvements, and procedural changes to meet the needs of the business
• Analyzes data, identifies trends, and provides recommendations and a corresponding action plan to drive overall performance improvement
• 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
• 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
• Inspects and evaluates employee results, ensures coaching is implemented, and focuses on the key behaviors that drive desired results

Managerial Responsibilities:
This position may also have responsibilities for managing associates. 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.

Skills:

• Coaching
• Customer Service Management
• Customer and Client Focus
• Issue Management
• Performance Management
• Active Listening
• Decision Making
• Inclusive Leadership
• Problem Solving
• Talent Development
• Analytical Thinking
• Drives Engagement
• Hiring and Onboarding
• Process Performance Measurement
• Risk Management

LOB Specific Information:

Manages a specific operations segment or a small operations unit of the company's operations activities. Involved in a variety of projects. Responsible for expense management, enterprise management, and building business/client relationships. Oversees daily activities ensuring adherence to deadlines and quality standards and adherence to procedures and regulatory requirements (e.g. client inquiries, transaction research). Develops and implements new processes/procedures to improve operating efficiency and to ensure timeliness and accuracy of workflow. Decisions impact multiple product lines, customers, and associates. Modifies existing procedures and analyzes and resolves non-routine and/or moderately complex operational problems often requiring research and involvement from other business functional experts. Requires thorough operations knowledge of specific products/ services line managed, usually gained through operations experience. Forecast / manage staffing levels and capacities. Responsible for performance management. Six Sigma preferred. Bachelor's degree or comparable work experience preferred with 3-5 years supervisory experience.

Required Qualifications:

•  Minimum of 3 years management experience in a production based environment

•  Working knowledge of Regulation E, BSA and FCRA

•  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

Desired Qualifications:

• Proficient in systems including EPIC, Interact / Synergy, IEX as well as the Microsoft suite of products: Excel, PowerPoint, Word, One Note

•  Experience with data analysis, report creation, presentations

*** Internal employees who are currently working from home are still eligible to apply. However, if selected for the role, you may be required to work onsite in accordance with the workplace excellence policy

Shift:

Hours Per Week: