Retail Banking Team Manager - Fraud Servicing - 2nd Shift

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 job is responsible for managing up to 25 employees and driving 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.

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:

• 2+ years call center experience
• Proven experience and ability to successfully achieve department goals, while taking accountability for results 
• Ability to provide constructive feedback to employees and coach behaviors to proficiency
• Comfortable receiving ongoing performance feedback and coaching
• Excellent time and task management skills
• Able to identify and escalate risk
• Ability to work effectively in a high demand environment with changing or competing priorities
• Flexible to work varying hours/days, when necessary, including weekends
• Demonstrated team player with the ability to work independently
• Strong written and verbal communication skills

Desired Qualifications:

• Minimum of 2 years of management experience managing a team of 20+ associates
• Advanced knowledge of Microsoft applications - Excel, PowerPoint, Outlook, etc.
• Reporting Experience

For internal employees; participation in a work from home posture does not make you ineligible to post

Skills:

• Time and Task Management
• Customer and Client Focus
• Issue Management
• Performance Management
• Coaching
• Inclusive Leadership
• Talent Development
• Analytical Thinking
• Drives Engagement
• Process Performance Measurement
• Risk Management
• Customer Service Management
• Active Listening

Shift:

2nd shift (United States of America)

Hours Per Week: 

40