Registered Academy Manager - Consumer Investments

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 and supporting employees through onboarding and core programs and upskill programs. Key responsibilities include identifying effective behaviors, implementing management routines, and tools/resources to ensure accuracy and consistency throughout the Academy experience. Job expectations include partnering with leadership to drive employee development and increase speed to proficiency through virtual/in-person skill development, practice sessions, simulator workshops, knowledge assessments, and one-on-one coaching.

As Merrill continues to grow rapidly, one of our key strategic priorities is the recruitment and development of top talent. To that end, The Academy for Consumer Investments, Wealth Management & Private Bank is driving to ensure active coaching and development of all our new hires end–to– end, i.e. from the time they are recruited into Merrill Centralized Sales and Service Contact Centers to the stage at which they are truly productive. The Program is one of the most visible priorities for Merrill senior leadership and is aimed at completely driving the processes and structure that will develop and grow talent across our business.

The Registered Academy Manager must have a passion for coaching, developing, and leading people. They will also play an integral part in the different phases of the new hire process and driving the development of the new hire program for The Academy for Consumer Investments. This role is an excellent opportunity for those who want to gain visibility with senior management and establish themselves as well–rounded players who can manage a program and demonstrate effectiveness at coaching and developing junior associates. They also play a part in the ongoing maintenance and advancements in our new to role programs.

Responsibilities:

• Responsibility for the development and performance of new hire associates across multiple LOBs in the Chandler, AZ contact center and potentially remote new hires in various locations across the country

• Facilitates onboarding, core and/or upskill Academy programs (virtually and/or in the classroom), inclusive of delivering assessments, managing practice pods, call calibration sessions, practice sessions, and simulator workshops

• Provide individualized call coaching and performance plans for new hires

• Daily oversight of associates in program including, but not limited to, point of call resolutions/escalations and administrative functions

• Identifies behavior and proficiency gaps, develops action plans, and coaches participants to ensure successful completion of training programs and achievement of milestones

• Manages program outreach, coordination, logistics, communications, calendar planning, escalations, and ensures teammates have access to technology

• Partners with Academy content design teammates to provide feedback on content, curriculum, and programs

• Ensures adherence to risk culture by enforcing internal and regulatory policies, procedures, and processes throughout new to role programs

• Conducts periodic post-program completion checkpoints to gauge the participants understanding and help accelerate speed to desired proficiency and/or reduce the learning curve for associates

• Participates in Line of Business (LOB) leadership routines and initiatives, providing stakeholders with feedback on teammate development and program updates

Required Qualifications:

• 2+ years Consumer Investment experience

• Series 7 & 66 (or equivalent) is required

• Strong organizational/project management skills with ability to prioritize work, manage complexity and deliver solutions on tight deadlines

• Strong oral, written, and active listening communication skills