Consumer Site Leader - Richmond

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 leading the day-to-day operations of a highly complex environment, working closely with key partners to grow the business responsibly while driving operational excellence. Key responsibilities include leading a positive atmosphere for our employees and delivering exceptional client care. Job expectations include managing key performance indicators, making difficult decisions, and driving employee satisfaction, retention, and development.

Responsibilities:

• Drives key performance indicators with team managers to build foundational routines through identification, coaching, evaluation, and consistent themes of recognition

• Ensures site-wide compliance with our Enterprise Risk Framework standards and company guidelines to minimize losses and ensure legal compliance

• Leads division-wide initiatives that may include engagement with senior partners and peers to implement company initiatives

• Influences key partners and stakeholders with a focus on relationship building to assist in achieving desired business goals and delivering exceptional results

• Encourages a culture that prioritizes employee engagement, satisfaction, and retention while also supporting talent motivation and career growth

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: Models an inclusive environment for employees and clients, aligned to company Great Place to Work goals.

• Manager of Process & Data: Demonstrates deep process knowledge, operational excellence and innovation through a focus on simplicity, data based decision making and continuous improvement.

• Enterprise Advocate & Communicator: Communicates enterprise decisions, purpose, and results, and connects to team strategy, priorities and contributions.

• Risk Manager: Ensures proper risk discipline, controls and culture are in place to identify, escalate and debate issues.

• People Manager & Coach: Provides inspection, coaching and feedback to motivate, differentiate and improve performance.

• Financial Steward: Actively manages expenses and budgets in alignment with objectives, making sound financial decisions.

• Enterprise Talent Leader: Assesses talent and builds bench strength for roles across the organization.

• Driver of Business Outcomes: Delivers results by effectively prioritizing, inspecting and appropriately delegating team work.

Required Qualifications:

• 3+ years proven leadership/supervisory experience

• 3+ years contact center experience

• Ability to communicate, influence and drive change across all levels of the organization, leveraging advanced written, verbal and presentation skills

• Ability to Influence partners via data-driven business cases backed by subject matter expertise, and to encourage collaboration across lines of business.

• Strong Risk Control framework

• Proficient Analytical skills

• Proven track record of identifying process opportunities to improve the client and associate experience

• Effective prior results with Employee Engagement

• Ability to deliver across a varied set of priorities, both planned and ad-hoc, and adapt within a dynamic and fast-paced environment       

Desired Qualifications:

• Bachelor's degree or 8-10 years of Operations experience including 5+ years of supervisory experi