Consumer Team Manager (2nd Shift)

Job Description This job is responsible for managing overall team performance. Key responsibilities include overseeing day-to-day activities of employees, managing risk, and driving operational excellence. Job expectations include conducting performance reviews, hiring, onboarding and team retention. Responsibilities Drives team to reduce performance variability and achieve peak performance metrics in a high-volume, high-capacity, and high-execution environment Addresses real-time needs of team, completes administrative tasks on time, and participates in contact center initiatives to drive consistency across the business Hires, retains, and coaches employees to meet production deadlines, enhance efficiency, and deliver high quality interactions while ensuring adherence to regulatory requirements Identifies and manages employee or business risk and escalates through the appropriate channels Complies with industry regulations, bank procedures, integrity levels of the department's system, and financial controls 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. Required Qualifications 1-3 years of Leadership, SME, Coaching, and/or Management experience Must be able to work in a fast-paced environment Strong communication and organization skills Attention to detail Strong time management skills Desired Qualifications 1-2 years of Fraud or Claims experience Call Center experience Deposits experience A true team player and collaborator, translating knowledge and experience into strong and productive relationships Dedicated, enthusiastic, driven and performance-oriented, possesses a strong work ethic Ability to adapt to changing circumstances Skills 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 Shift 2nd shift (United States of America) Hours Per Week 40 #J-18808-Ljbffr Role, Inc.