Academy Facilitator II – Consumer and Small Business Client Services

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 the facilitation of Academy programs, both virtually and in the classroom, as well as classroom outreach, oversight, and logistics. Key responsibilities include content delivery across multiple business units, reviewing role-play scenarios and work/case studies, partnering with Academy teammates to evaluate the success of learning content, and providing feedback on the learner experience. Job expectations include supporting continuous improvement of other facilitators by evaluating facilitation quality and serving as a coach.

Academy Facilitator opportunity will support Consumer and Small Business Client Services line of business.  This role will support the virtual and in person facilitation of training classes and learning solutions in Tampa (onsite training) and will be 2nd shift.

Responsibilities:

• Participates in the content annual review cycle, while partnering with Academy content design teammates to identify content, curriculum, and/or program issues and provide recommendations

• Provides classroom outreach, coordination, oversight, logistics, and communications to enhance the overall Academy experience for participants

• Supports employees across multiple lines of business with learning and development solutions and ensures learning materials are in line with the bank's learning objectives and guidelines

• Facilitates core and/or upskill Academy programs and professional skills, virtually or in a classroom

• Evaluates modes of training delivery, optimizing effectiveness and learning, and manages the logistics of delivering learning programs including communications, scheduling, finalization of course material, etc.

• Reviews role play scenarios and work/case studies for learners, determining effective learning solutions for employees across the bank

• Supports on the job training when not in class

Required Qualifications:

• 2+ years recent Call Center or Financial Center experience

• 1 - 3 years facilitation experience (leading meetings/team huddles, conducting on the job training, peer coaching)

• Broad based working knowledge of varied lines of business across bank

• Strong relationship management experience / skills including the ability to interact, communicate and influence equally well within all levels of organization.

• Executive Presence

• Strong communication skills - written & verbal required

• Ability to navigate in a highly complex organization and operate effectively in changing environment

• Strong analytical and problem solving skills; Ability and drive to measure impact of initiatives through metrics and analysis

Desired Qualifications:

• Experience with performance consulting, organizational development, education management, business, human resources, communications, education or related fields

• Instructional Design by reviewing training materials and champion curriculum through utilizing curriculum maintenance process

• Outstanding project management, time management and prioritization skills

• Proven success in managing or working with associates virtually

Skills:

• Active Listening

• Influence

• Learning Delivery

• Oral Communications

• Presentation Skills

• Adaptability

• Executive Presence

• Learning Design and Development

• Relationship Building

• Coaching

Minimum Education Requirement: High School Diploma / GED / Secondary School or equivalent