Channel Integration Mgr - FC Inbound Consumer Sales

About this role

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.

In addition, this role is also responsible for driving and nurturing an environment of operational excellence, continuous process improvement and client experience. Supervises execution of operational processes and monitors controls to reduce risk. Make recommendations on process improvements in partnership with process owners and enterprise resources. Responsible for risk and controls inspection, supervision and oversight. Leads, coaches and manages workflow and performance. Coordinates work activities to achieve the volume expected to meet operational requirements. Monitors calls focusing on performance development, call handling statistics and service level adherence. Recognizes and recommends areas needing improvement including escalated and unresolved calls. Supports associate development and performance.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability

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

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

• Partners daily with financial center teammates responsible for inbound calling to deliver the full suite of advice/coaching to assist with navigation as they are working to deliver excellent client care

• Directs management and development responsibilities including call listening, managing task schedule, action planning, and monitoring trends/issues/concerns

• Educates and continue upskilling of required technology

• Analyzes and address data from various sources to drive operational excellence and risk mitigation

Required Qualifications: • Experience managing high volume client interaction

• Active listening, Coaching, Relationship Deepening Driven Management

• Ability to lead a large team of up to 20 indirect reports

• Proactively builds trusted relationships with key partners/clients

• Ability to be a change agent and work in a fast-paced environment

• Is an enthusiastic, highly motivated self-starter with a strong work ethic and intense focus on results

• Exercises good judgment and experience to make timely and effective decisions

• Communicates effectively at all levels

• Communicates strategic business plans and tactical goals to team members

• Collaborates effectively to build and nurture strong relationships in a matrix environment.

• Has the ability to learn and adapt to new information, technology platforms, handle ambiguity and adapt to changing circumstances.

• Demonstrates effective time management skills and the ability to organize, prioritize and perform multiple tasks simult

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