GWIM Sr. Team Operations Manager

Bank of America; Fort Worth (TX); On-site; USD 70,000 - 95,000; Full time

Job summary

Bank of America in the United States is seeking a Team Lead for Consumer Investments Client Services to guide a cohort of associates, coach and ensure service excellence in a busy contact center.

The role emphasizes inclusion, performance management, and data-driven decisions to deliver responsible growth and a world-class client experience. Strong leadership, coaching, and process improvement are essential, with 40 hours/week on-site in the Fort Worth area.

Qualifications

• Experience coaching and developing a team of associates.
• Strong customer service management and leadership skills.
• Ability to analyze data and drive performance improvements.

Responsibilities

• Supervise day-to-day activities of a team of non-registered associates.
• Ensure schedule adherence and call management according to contact center strategy.
• Deliver core business scorecards and performance metrics.
• Recruit, onboard and develop talent; coach team for career growth.

Skills

Coaching

Customer Service Management

Customer Focus

Issue Management

Performance Management

Active Listening

Decision Making

Inclusive Leadership

Talent Development

Analytical Thinking

Engagement Driving

Hiring and Onboarding

Process Performance Measurement

Risk Management

Education

High School Diploma / GED / Secondary School or equivalent

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 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!

Enterprise Job Description

This role is responsible for providing subject matter expertise across a wealth management operations team, and supporting the manager in all aspects of day-to-day management of the team’s operations. Key responsibilities include employee training and coaching, addressing employee inquiries/escalations/ approvals, and team supervision to ensure processes are executed correctly. The team lead should escalate issues to the team manager when necessary. Individuals should have deep knowledge of all key functions supported.

This position will manage the day-to-day activities of Consumer Investments associates. A team that helps Consumer Investment clients with the breadth of solutions that the bank offers to help achieve financial goals. Working in a service and sales environment, incumbents are responsible for training, coaching, hiring, and supervising a team of associates aligned to the Consumer Investments Client Services Organization.

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.
• Supervise the day-to-day activities of a team of non-registered associates
• Ensure schedule adherence and proper call management of all team members in relation to the contact center strategy
• Deliver core business scorecard/performance metrics with focus on responsible growth
• Ensure associates deliver a world class consistent client experience
• Perform monthly performance reviews of all team members and provide constructive feedback
• Responsible for supervising/reviewing recommendations
• Source and cultivate talent pipelines with a strong focus and ability to coach and develop advisors
• Work with the Division and Performance Manager in the hiring and training of new teammates
• Assist with ongoing banking product fulfillment and service training

Required Qualifications:

• 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

Minimum Education Requirement:

High School Diploma / GED / Secondary School or equivalent

Shift:

1st shift (United States of America)

Hours Per Week:

40