CICS Registered Team Manager

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. 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!

The Investment Center is a multi-site service center located in Lincoln, RI, Chandler AZ, Chicago IL, Hunt Valley MD, Jacksonville, FL, Pennington, NJ and Fort Worth, TX and is the primary service provider for Consumer Investments Solutions.  The goal of the Investment Center is to provide a high level of service to Consumer Investments and Merrill clients, supporting trade, service, account maintenance and online access and navigation inquiries.  The Team Manager is a key role in Consumer Investments Client Services, leading our Financial Service Representatives to provide exceptional service to our over 1.4M clients.  Team managers are responsible for the day-to-day performance of the Financial Service Team, monitoring and providing coaching and motivation to associates to ensure they provide clients with a positive experience with the Investment Center. 

A licensed, registered Team Manager 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.

Responsibilities:

• Fosters a client-centric team environment by promoting an effective sales and service strategy and risk management process
• Provides effective coaching and shares constructive feedback to drive operational excellence
• Oversees day-to-day activities and resolves all client issues escalated to leadership
• Communicates effectively, ensuring clean lines of communication with team and stakeholders to drive achieving goals and managing performance overall

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.

Responsibilities:

• Coach, motivate and supervise your team as they grow client relationships through understanding needs and presenting investment solutions from Consumer Investments Solutions & Client Services, Merrill and Bank of America
• You will deliver exceptional customer experiences by resolving all elevated client issues and teaching client ownership by example
• Develop your team through side-by-side coaching, relationship building, call review, consistent coaching and mentoring
• Sharpen your focus on compliance and regulatory standards: actively managing risk – reviewing sales practices, trades, communication and all faucets of team activity to ensure responsible growth
• You will be required to have your Series 7 & 66, 9&10 (or equivalents)
• Participate in foundational management training, leadership rotations and in-depth role-specific training
• Availability to provide coverage during weekends and/or extended hours as required to operate the business

The skills you bring to the role:

• You can understand investments and assist associates and customers with their financial needs
• Able to act as an ambassador for our clients with a proven ability to deliver world-class client experience and independently solve problems
• Focus on building relationships with teammates
• Analytical ability with strong organizational skills; able to manage multiple responsibilities and prioritize
• Strong communication skills (verbal, non-verbal, and written) and active listening skills

Required Qualifications:

• Series 7, 66, 9,10 required (or their equivalent) at hire

• Ability to understand investments and assist associates and clients with their financial needs

• Focus on building relationships with teammates 

• Analytical ability with ability to manage multiple responsibilities and prioritize

• Strong communication skills (verbal, non-verbal, and written) and active listening skills 

• Drive culture, leading a diverse client centric team 

• Proven ability to manage risk - must utilize sound judgment to make business decision for shareholders and clients 

• Must be client and associate focused

• Proven ability to coach and motivate others

• Lives the Bank of America Core Values: delivers for clients and shareholders, embraces the power of our people, acts responsibly and promotes opportunity

• Availability to work weekends and/or extended hours as required to operate the business

Desired Qualifications:

• 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 Consumer Investments and Merrill systems and clients a plus

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:

Hours Per Week: 

Pay Transparency details

US - RI - Riverside - 3400 Pawtucket Ave - East Providence Call Center (RI1530)

Pay and benefits information

Pay range

$105,600.00 - $124,700.00 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.