Phoenix, Arizona, United States · On-site
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Phoenix, Arizona, United States · On-site
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Phoenix, Arizona, United States · On-site
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Phoenix, Arizona, United States · Remote OK
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Phoenix, Arizona, United States · On-site
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Phoenix, Arizona, United States · On-site
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Phoenix, Arizona, United States · On-site
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Phoenix, Arizona, United States · On-site
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Phoenix, Arizona, United States · On-site
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Phoenix, Arizona, United States · Hybrid
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Phoenix, Arizona, United States · On-site
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Phoenix, Arizona, United States · Hybrid
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Phoenix, Arizona, United States · On-site
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Phoenix, Arizona, United States · On-site
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Phoenix, Arizona, United States · On-site
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Phoenix, Arizona, United States · Remote OK
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Phoenix, Arizona, United States · Remote Solely
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Phoenix, Arizona, United States · On-site
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Phoenix, Arizona, United States · On-site
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Phoenix, Arizona, United States · On-site
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This role is responsible for managing overall team performance, including overseeing day-to-day activities and driving operational excellence. Key duties involve hiring, coaching, and retaining employees while managing business risks and ensuring adherence to regulatory requirements.
Candidates must have at least one year of leadership experience and excellent communication skills. The role requires the ability to work independently, manage multiple functions, and maintain flexibility with scheduling, including weekends and holidays.
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:
This job is responsible for managing overall team performance. Key responsibilities include overseeing day-to-day activities of employees, managing risk, and driving operational excellence. Job expectations include conducting performance reviews, hiring, onboarding and team retention.
Responsibilities:
Drives team to reduce performance variability and achieve peak performance metrics in a high-volume, high-capacity, and high-execution environment
Addresses real-time needs of team, completes administrative tasks on time, and participates in contact center initiatives to drive consistency across the business
Hires, retains, and coaches employees to meet production deadlines, enhance efficiency, and deliver high quality interactions while ensuring adherence to regulatory requirements
Identifies and manages employee or business risk and escalates through the appropriate channels
Complies with industry regulations, bank procedures, integrity levels of the department's system, and financial controls
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.
1 + years of leadership experience
Excellent written and oral communication skills
Works well independently
Strong ownership skills
Ability to manage multiple functions while managing and motivating the efforts of others
Ability to develop associates to achieve optimal performance results
Attention to detail with excellent organizational skills
Demonstrated ability to solve problems and make decisions
Flexible and adaptable with good time management skills
Ability to lead projects and continually utilize independent judgment
Must be flexible with schedule and shift (including weekends and holidays)
Ability to handle ambiguity and adapt to changing circumstances
Dedicated, enthusiastic, driven and performance-oriented; possesses a strong work ethic
1 + years call center experience
Proficiency in Microsoft Excel, PowerPoint and Word
2 years Fraud experience a plus
Coaching
Customer Service Management
Customer and Client Focus
Issue Management
Performance Management
Active Listening
Decision Making
Inclusive Leadership
Talent Development
Analytical Thinking
Drives Engagement
Hiring and Onboarding
Process Performance Measurement
Risk Management
Schedule:
Tuesday - Saturday 3:30pm - Midnight (Local Time)
Bank of America is one of the world's largest financial institutions, serving individuals, small- and middle-market businesses and large corporations with a full range of banking, investing, asset management and other financial and risk management products and services. The company serves approximately 56 million U.S. consumer and small business relationships. It is among the world's leading wealth management companies and is a global leader in corporate and investment banking and trading. This LinkedIn company page is moderated. For more information, please visit: https://bit.ly/32FDdQr. For account issues, please visit: https://bit.ly/2GeTIeP.
Offices: 100 North Tryon Street, Charlotte, NC 28202, US · 16001 Dallas Pkwy, Addison, TX 75001, US · 3123 N Scottsdale Rd, Scottsdale, AZ 85251, US · 135 S La Salle St, Chicago, IL 60603, US · 500 W 7th St, Fort Worth, TX 76102, US
