Academy Manager - Financial Center

Bank of America; Fort Worth (TX); On-site; USD 60,000 - 90,000; Full time

Job summary

Bank of America is seeking a Learning & Development professional to lead onboarding and upskill programs for the Academy. You will coach participants, coordinate sessions, and partner with Financial Center leaders to accelerate proficiency and ensure consistent delivery.

The role requires strong communication, program management, and the ability to operate across multiple time zones, with a focus on risk-conscious, compliant learning experiences that align with enterprise priorities.

Qualifications

• Coaching and developing teams to proficiency in customer-centric settings.
• Diagnose gaps and implement effective performance action plans.
• Excellent communication and ability to influence across time zones.

Responsibilities

• Facilitates onboarding, core and/or upskill Academy programs (virtual or classroom).
• Identifies gaps, builds action plans, coaches participants to milestones.
• Manages outreach, logistics, communications, calendars, escalations, and tech access.

Skills

Coaching

Onboarding

Learning delivery

Presentation skills

Communication

Leadership development

Collaboration

Consulting

Oral communications

Customer service management

Education

Bachelor’s degree or higher preferred

Tools

Microsoft Office

Job description

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 leading and supporting employees through onboarding and core programs and upskill programs. Key responsibilities include identifying effective behaviors, implementing management routines, and tools/resources to ensure accuracy and consistency throughout the Academy experience. Job expectations include partnering with leadership to drive employee development and increase speed to proficiency through virtual/in-person skill development, practice sessions, simulator workshops, knowledge assessments, and one-on-one coaching.

This role will be responsible for leading and supporting the execution of Academy core and upskilling programs for The Academy for Financial Centers.

Cohort Management

• Leads Academy participants throughout the learning journey, ensuring consistent experience focused on engagement, skill development, proficiency, and successful program completion.
• Managing multiple cohorts across diverse programs simultaneously.

Partner Management / Communications

• Partners with Financial Center leaders throughout the learning journey to support participant development, reinforce learning, and accelerate proficiency.
• Serves as a brand ambassador by consistently demonstrating and reinforcing our purpose, strategy, operating principles, commitments, and values throughout the Academy experience.
• Establishes early and ongoing engagement with Financial Center leadership to align expectations, communicate progress, address barriers, and support participant success.
• Collaborates across the Academy to identify program and process improvement opportunities, align resources, and share best practices that strengthen the participant and leader experience.

Program Management & Operational Excellence

• Reinforces a strong risk culture by ensuring adherence to internal and regulatory policies, procedures, and processes throughout Academy programs.
• Monitors learning progress and drives timely completion of program requirements, proactively communicating progress, risks, and opportunities to Financial Center leadership.
• Drives accountability and timely execution of program activities, communications, processes, and milestones while proactively identifying and resolving barriers to success.

Drive Financial Center Performance Through Strategic Learning Support & Business Alignment

• Leads ongoing learning readiness activities that prepare Financial Center teammates and leaders for key business, technology, and learning priorities.
• Supports the onboarding and continued development of new Financial Center leaders, enabling them to effectively reinforce learning and coach teammate behaviors.
• Conducts observations and provides targeted coaching and feedback to strengthen leader capability and reinforce expected behaviors.
• Supports key enterprise and line-of-business initiatives by translating business priorities and change into effective learning and reinforcement strategies.
• Partners closely with Financial Center leaders and key stakeholders to understand performance needs, identify capability gaps, and align Academy support to business priorities.
• Leverages learning, proficiency, participant, and business insights to evaluate effectiveness, identify emerging needs, and demonstrate the impact and value of Academy support.
• Contributes to Academy learning and development strategy and serves as a learning subject matter expert and trusted advisor to Financial Center leadership.

Responsibilities

• Facilitates onboarding, core and/or upskill Academy programs (virtually and/or in the classroom), inclusive of delivering assessments, managing practice pods, call calibration sessions, practice sessions, and simulator workshops
• Identifies behavior and proficiency gaps, develops action plans, and coaches participants to ensure successful completion of training programs and achievement of milestones
• Manages program outreach, coordination, logistics, communications, calendar planning, escalations, and ensures teammates have access to technology
• Partners with Academy content design teammates to provide feedback on content, curriculum, and programs
• Ensures adherence to risk culture by enforcing internal and regulatory policies, procedures, and processes throughout new to role programs
• Conducts periodic post-program completion checkpoints to gauge the participants understanding and help accelerate speed to desired proficiency and/or reduce the learning curve for associates
• Participates in Line of Business (LOB) leadership routines and initiatives, providing stakeholders with feedback on teammate development and program updates
• Demonstrates and reinforces our client-centric strategy by connecting Academy experiences to the tools, processes and behaviors that enable teammates to deliver exceptional client care and deepen client relationships.
• Serves as brand ambassador by demonstrating the fundamentals of who we are as a company and inspire the adoption of concepts such as our purpose, strategy, operating principles, commitments, and values.
• Drives timely execution and accountability for Academy activities, communications, processes and milestones, partnering with participants and Financial Center leaders to proactively identify and resolve barriers to success.

Required Qualifications

• Proven ability to coach, manage, and develop by driving proficiency and performance in a customer centric environment.
• Proven ability to diagnose root cause/skill gaps and develop and execute effective performance action plans to build skill/knowledge.
• Strong interpersonal skills, including the ability to easily engage others in dialogue, influence without direct authority, convey sincere interest in building/deepening relationships, and demonstrate a commitment to excellence.
• Effective communication skills (including verbal, non-verbal, written and presentation) and active listening skills, including the ability to influence virtually.
• Demonstrated problem solving, strong follow-up skills and ability to escape and gain resolution as needed.
• Proficiency in day-to-day risk identification and mitigation, and ability to communicate and reinforce the enterprise risk culture.
• Strong organizational skills including the ability to manage multiple responsibilities and prioritize.
• Proficiency in computer skills and professional programs (for example, Microsoft Office), and perform administrative tasks without help of administrative assistant.
• Recent/Previous LOB experience
• Must be able to support horizontal, vertical special assignments as needed.
• Must be able to work across multiple time zones.
• Based on geographic location, the ability to travel 25% of the time.

Desired Qualifications

• Non-English language certification for Spanish
• Bachelor’s Degree or higher preferred
• 3+ years recent experience building, leading, managing and coaching a team

Skills

• Active Listening
• Hiring and Onboarding
• Influence
• Learning Delivery
• Presentation Skills
• Coaching
• Collaboration
• Consulting
• Oral Communications
• Customer Service Management
• Customer and Client Focus
• Executive Presence
• Leadership Development
• Talent Development

Minimum Education Requirement: High School Diploma / GED / Secondary School or equivalent

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

Shift:

1st shift (United States of America)

Hours Per Week:

40