The Investment Center is a multi-site service center located in Lincoln, RI, Chandler AZ, Rolling Meadows IL, Hunt Valley MD and Jacksonville, FL and Pennington, NJ and now Dallas 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.

This job 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 tema 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.

• 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:

• SIE, Series 7, 66 and 9/10 (or their equivalent) required

• Will allow Series 9/10 to be obtained in 120 days of 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

Shift:
1st shift (United States of America)

Hours Per Week:
40