New Account Support Team Manager

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day. One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. We’re devoted to being a diverse and inclusive workplace for everyone. We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being. Bank of America believes both in the importance of working together and offering flexibility to our employees. We use a multi-faceted approach for flexibility, depending on the various roles in our organization. Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference. Join us!

This role will oversee and execute strategy for a Consumer Investments team of New Account Support Specialists.

•Lead a team of associates in their day-to-day responsibilities

•Responsible for day to day coaching, mentoring, and performance

•Deliver on performance goals

•Enforce policies and procedures and administers best practices in order to remain up to date on all Risk and Regulatory requirements

•Deliver a consistent client experience and continuously improves client satisfaction

•Foster an inclusive work environment

•Foster strong relationships with internal business partners

•Motivate and retain a team of diverse associate

•Perform quality assurance and quality control on a daily and monthly basis

•Perform monthly coaching sessions

•Manages daily business volumes and associate resources to ensure service level agreements are met

•Handles client and associate complaints and escalations

Required Qualifications

•Demonstrates strategic thinking and supports change

•Process orientation with exceptional attention to detail

•Risk focus, sound judgment, and ability to make meaningful decisions

•Drive to exceed expectations and find ways to improve processes

•Capable of effectively coaching and mentoring team to meet metrics

•Ability to effectively manage workload in a fast-paced environment

•Excellent interpersonal, leadership and oral/written communication skills

•Capable of multi-tasking and working efficiently under stress and high volume

•Strong organizational and teamwork skills

•Knowledge of Merrill Consumer Investments systems

•Ability to network and foster strong relationships across an organization

Desired Qualifications:

•Operational experience

•Superior client service proficiency

•Ability to coach with a passion for excellence

•Prior leadership experience

Enterprise Job Description:

This job is responsible for overseeing employees within Consumer Investments Solutions and Client Services. Key responsibilities include ensuring schedule adherence and proper call management of all team members in relation to the contact center strategy, promoting work unity improvements to workflow processes, and resolving client issues that are elevated to the supervisory level. Job expectations may include hiring, coaching team members to provide an optimal client experience, supervising day-to-day activities, performing performance reviews, and providing constructive feedback.

Responsibilities:

Fosters a client-centric team environment by promoting an effective sales and service strategy and risk management process

Prioritizes employee development by providing effective coaching and sharing constructive feedback to drive operational excellence

Oversees day-to-day activities and resolves all client issues escalated to leadership

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.

Diversity & 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.

Additional Skills Used:

Recruiting

Relationship Building

Sales Performance Management

Sales Strategy

Strategic Thinking

Account Management

Client Experience Branding

Executive Presence

Performance Management

Talent Development

Customer Experience Improvement

Decision Making

Drives Engagement

Leadership Development

Workforce Planning

Shift:1st shift (United States of America)

Hours Per Week: 40

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