Cons Prod Strategy Manager

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!

Job Description:

Consumer Credit Assistance Operations Enablement develops strategies that help our credit card, deposit, vehicle and home loans customers through difficult times while mitigating losses for the Bank. As part of that organization, Workforce Management is a group focused on accounting for, and maximizing availability of, employee resources in order to deliver upon company expense and loss plans. The workforce function is critical to ensuring contact center employees are in the right places at the right times to serve our customers.

The Workforce Manager will be responsible for the day-to-day accounting, coordination, and problem resolution associated with the administration of division contact center employee time. This includes tactical execution of strategic initiatives, management of employee schedules, communication with operational leaders/support partners, reporting/analysis of key metrics, and identification/assessment/escalation of concerns. Strong communication skills are critical including the ability to simplify complex concepts, create and deliver executive level presentations and be confident in interactions with senior leadership. As a manager, the candidate must be able to swiftly clear obstacles, assess emerging risks, make sound decisions, develop analyst skill sets, balance competing priorities, manage performance, develop a team vision, and inspire followership.

Beyond the day to day, the candidate must possess the ability and desire to lead transformational efforts and contribute creative ideas as we modernize our approach to workforce management. This includes identifying opportunities to streamline existing processes, develop new processes, evaluate new metrics, expand use of current technology, and recommend new technology investments based on sound business logic.

[MANAGES TEAM OF WORKFORCE ANALYSTS]

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.

Required Skills:

Management experience (1+ years) with proven ability to lead and develop analyst potential, manage employee performance, and improve team processes

Workforce Management or related call center support experience including working knowledge of core call center platforms like IEX, Genesys, Aspect, or similar (2+ years)

Strong evidence of leveraging data & analysis to drive business results

Strong organizational skills demonstrating the ability to drive multiple initiatives forward simultaneously

Skilled with MS Office (PowerPoint, Excel, Word) and SharePoint

Proficient at written and oral communication, including persuasive executive level presentation skills and simplifying complex concepts for broad consumption

Desired Skills:

Quantitative analytics experience (2+ years), including skills like data mining and statistics within SAS, SQL, Python or similar platforms

Loss mitigation/collections experience

Experience working within the Bank's data infrastructure (SQL Server, Teradata, Hadoop, DB2, etc.)

Experience with process design/redesign (ex. Six Sigma, Engineering)

Project / Change Management experience

Bachelor’s or advanced degree - preferably in related field like business, finance, math, statistics, engineering, computer science, data analytics

Shift:1st shift (United States of America)

Hours Per Week: 40

Pay Transparency details

US - MD - Hunt Valley - 11333 MCCORMICK RD - HUNT VALLEY II (MD5032)

Pay and benefits information

Pay range

$93,100.00 - $111,400.00 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.

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