Commercial Card Digital Services GTMO Manager

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 a segment or a small operations unit for a site, region, or product line within the bank's internal operations. Key responsibilities include identifying, analyzing, and resolving complex problems, ensuring compliance with policies, and developing and implementing new processes to improve operating efficiency and ensure accuracy of workflow. Job expectations include overseeing day-to-day activities of employees, including executing transactions and managing the budget, expenses, forecasting, and reporting.

LOB Job Description:​

Manages a team of contact center advisors who respond to Commercial and Large Corporate client's Cardholders and Card Program Administrators in regards to their use of the bank's systems and platforms.  Teams support both phone and email channels.  Advisors can be located in multiple sites.

Key Responsibilities:

• Manage team of phone agents, ensuring teams meet Service Levels  and quality of responses. 
• Hire, coach and develop personnel. 
• Key escalation contact point for client teams. 
• Participate in assigned projects that will impact the Card Digital Services team. 
• Ensure all advisors receive training and procedures are kept up to date. 
• Emphasize a risk culture of questioning current processes and new processes to ensure they meet our risk appetite. 
• Evaluate Client Delight survey responses and recommend actions to ensure highest client satisfaction is maintained.

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.

​Requirements:

• 1-2 Years management experience, or team lead position with direct experience in commercial card or treasury. 
• Strong verbal and written communication skills. 
• Ability to coach and discipline per company guidelines as well as provide recognition for deserving team members. 
• Experience working in call center environment is required and email support is desirable.

Skills:

• Business Operations Management
• Customer Service Management
• Performance Management
• Process Performance Measurement
• Talent Development
• Account Management
• Client Management
• Leadership Development
• Process Management
• Relationship Building
• Hiring and Onboarding
• Policies, Procedures, and Guidelines Management
• Process Design
• Risk Management
• Workforce Analytics

Other Qualifications:​

• Strives to bring new thoughts and ideas to teams in order to drive innovation and unique solutions
• Excels in working amon