Channel Integration Manager

Bank of America; Charlotte (NC); On-site; USD 75,000 - 105,000; Full time

Job summary

An established industry player seeks a dynamic manager to drive operational excellence and enhance client experiences. This role involves supervising processes, coaching teams, and ensuring high-quality service delivery. Ideal candidates will thrive in a fast-paced environment, possess strong leadership skills, and be committed to fostering an inclusive workplace. Join a company that values growth and community impact while offering competitive benefits and opportunities for career advancement.

Benefits

Paid Time Off

Industry-leading Benefits

Discretionary Incentive Plan

Career Growth Opportunities

Qualifications

• Experience managing high volume client interaction.
• Proactively builds trusted relationships with key partners/clients.
• Demonstrates effective time management skills.

Responsibilities

• Partners with financial center teammates to deliver excellent client care.
• Direct management responsibilities including call listening and action planning.
• Analyzes data to drive operational excellence and risk mitigation.

Skills

Active Listening

Coaching

Customer Service Management

Decision Making

Performance Management

Attention to Detail

Collaboration

Emotional Intelligence

Issue Management

Retention

Education

High School Diploma / GED / Secondary School

Bachelor's Degree or equivalent work experience

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 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 role is 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.

Role Responsibilities

• 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
• Direct management and development responsibilities including call listening, managing task schedule, action planning, and monitoring trends/issues/concerns
• Educate and continue upskilling of required technology
• Analyze and address data from various sources to drive operational excellence and risk mitigation

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.

• Diversity & 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.

Required Qualifications:

• Experience managing high volume client interaction
• Active listening, Coaching, Client Service Driven Management
• 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:

• 2- 5 years of people management experience
• Experience leading or supporting Advanced Client Solutions
• Experience working in an environment with individual and/or team goals where goals were routinely met or exceeded
• Bachelor's Degree or equivalent work experience

Skills:

• Coaching
• Customer Service Management
• Drives Engagement
• Attention to Detail
• Hiring and Onboarding
• Record Keeping
• Retention
• Decision Making
• Issue Management
• Oral Communications
• Performance Management

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

Shift:

1st shift (United States of America)

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 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 role is 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.

Role Responsibilities

• 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
• Direct management and development responsibilities including call listening, managing task schedule, action planning, and monitoring trends/issues/concerns
• Educate and continue upskilling of required technology
• Analyze and address data from various sources to drive operational excellence and risk mitigation

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.

• Diversity & 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.

Required Qualifications:

• Experience managing high volume client interaction
• Active listening, Coaching, Client Service Driven Management
• 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:

• 2- 5 years of people management experience
• Experience leading or supporting Advanced Client Solutions
• Experience working in an environment with individual and/or team goals where goals were routinely met or exceeded
• Bachelor's Degree or equivalent work experience

Skills:

• Active Listening
• Coaching
• Customer Service Management
• Drives Engagement
• Inclusive Leadership
• Attention to Detail
• Collaboration
• Hiring and Onboarding
• Record Keeping
• Retention
• Decision Making
• Emotional Intelligence
• Issue Management
• Oral Communications
• Performance Management

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

Shift:

1st shift (United States of America)

Hours Per Week:

40

Pay Transparency details

US - CA - Newport Beach - 500 Newport Center Dr - Newport Center (CA9165), US - CA - San Francisco - 315 Montgomery St - 315 Montgomery (CA5704), US - CA - San Jose - 560 S WINCHESTER BLVD (CA3512), US - IL - Chicago - 110 N Wacker Dr - Bank Of America Tower Chicago (IL4110), US - NV - Las Vegas - 6900 Westcliff Dr - BANK OF AMERICA WEST BC (NV1149)Pay and benefits informationPay range$75,500.00 - $104,400.00 annualized salary, offers to be determined based on experience, education and skill set.Discretionary incentive eligibleThis 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.BenefitsThis 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.

About the company

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.