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 impacts 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!

Enterprise Job Description:
The Senior Resolution Team Manager leads a team of specialized Senior Resolution Managers responsible for strengthening associate capability, increasing client retention, and improving client outcomes across the Resolution organization. This role develops Senior Resolution Managers into highly effective client advocates and influential people leaders who drive performance through coaching, mentorship, and strategic partnership.

The Team Manager is responsible for advancing the leadership capabilities of the Senior Resolution Manager population, ensuring they effectively influence behaviors, develop associates, and drive retention-focused outcomes at scale. This leader also provides oversight of client management practices and escalated case activity to ensure consistent advocacy and resolution standards while maintaining a primary focus on associate development, talent growth, and leadership effectiveness.

 

Responsibilities:

• Lead, coach, and develop a team of Senior Resolution Managers focused on client retention, associate development, and service excellence.
• Elevate the skills and effectiveness of Senior Resolution Managers as both client advocates and influential people leaders.
• Establish and execute strategies that improve client retention, strengthen client advocacy, and enhance associate performance.
• Develop future leaders through mentorship, coaching, succession planning, and targeted development opportunities.
• Foster a culture of accountability, coaching excellence, and continuous leadership development.
• Partner with frontline leaders to strengthen retention-focused behaviors, coaching effectiveness, and associate capability.
• Utilize business insights, client trends, and performance data to identify opportunities and drive improvement.
• Provide oversight of escalated client matters and case management activities to ensure consistent client advocacy and resolution standards.
• Build and maintain a strong leadership pipeline by identifying and developing high-potential talent across the organization.

 

Required Qualifications:

• 3+ years of experience in financial services, wealth management, client service, or a related field.
• Demonstrated success managing escalated client situations and complex problem resolution.
• Strong coaching, mentoring, and development skills with a history of influencing performance improvement.
• Ability to analyze performance trends and translate insights into actionable coaching plans.
• Excellent communication and presentation skills.
• Proven ability to influence without direct authority and build partnerships across multiple teams.
• Strong organizational, prioritization, and decision-making capabilities.
• Ability to navigate change and drive adoption of new processes and initiatives.

• Experience working in a fast-paced environment with multiple competing priorities.

 

• Desired Qualifications:

• Prior leadership, coaching, training, or mentoring experience.
• Experience supporting client retention, complaint resolution, or service recovery functions.
• Advanced knowledge of Merrill products, services, and client service platforms.
• Experience facilitating business reviews, training sessions, or leadership presentations.
• Demonstrated ability to improve business outcomes through coaching and associate development.

 

• Skills:

• Client Relationship Management
• Client Retention Strategies
• Coaching & Development
• Leadership & Influence
• Conflict Resolution
• Communication Skills
• Problem Solving
• Complaint Resolution
• Business Acumen
• Performance Coaching
• Data Analysis
• Presentation Skills
• Decision Making
• Change Management
• Emotional Intelligence
• Stakeholder Management
• Process Improvement

 

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

 

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Pay Transparency details

US - IL - Chicago - 540 W Madison St - Bank Of America Plaza (IL4540), US - MD - Hunt Valley - 11333 MCCORMICK RD - HUNT VALLEY (MD5031), US - NJ - Pennington - 1400 American Blvd - Hopewell Bldg 4 (NJ2140), US - RI - Riverside - 3400 Pawtucket Ave - East Providence Call Center (RI1530)

Pay and benefits information

Pay range

$106,100.00 - $137,500.00 annualized salary, offers to be determined based on experience, education and skill set.

Discretionary incentive eligible

This role is eligible to participate in the annual discretionary plan. Employees are eligible for an annual discretionary award based on their overall individual performance results and behaviors, the performance and contributions of their line of business and/or group; and the overall success of the Company.

Benefits

This role is currently benefits eligible. We provide industry-leading benefits, access to paid time off, resources and support to our employees so they can make a genuine impact and contribute to the sustainable growth of our business and the communities we serve.