Channel Integration Mgr - FC Inbound Consumer Sales
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Role Overview
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!
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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 simultaneously.
- Experience with risk mitigation, operational excellence and process management
- Desired Qualifications:
- Current people management experience
- 2+ years of people management experience
- Experience working in an environment with individual and/or team goals where goals were routinely met or exceeded
- Experience leading or supporting Advanced Client Solutions
- Financial Center experience
- Bilingual/Spanish
Skills:
- Attention to Detail
- Drives Engagement
- Influence
- Oral Communications
- Result Orientation
- Collaboration
- Customer and Client Focus
- Emotional Intelligence
- Problem Solving
- Talent Development
- Adaptability
- Critical Thinking
- Executive Presence
- Inclusive Leadership
- Prioritization
- Minimum Education Requirement: High School Diploma / GED / Secondary School or equivalent
- Shift:
- Hours Per Week:
- Pay Transparency details
About Bank of America
Bank of America is a multinational financial services company and one of the largest banks in the United States. It provides banking, investing, asset management, and other financial products and services to individuals, businesses, and institutions worldwide.
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