Senior Resolution Team Manager bei Ghr

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:

The Consumer Investments Senior Resolution Team supports Consumer Investments Client Services escalated clients and complex service needs, acting as a single point of contact for escalated scenarios. The team is highly skilled in de-escalation, issue resolution, and service execution, delivering an elite client experience through practicing extreme ownership for every client. In addition, to resolving client needs, the purpose is to build associate knowledge and confidence, by teaching and demonstrating extreme ownership during escalated scenarios. Resolution team will proactively coach and develop associates as a Senior in the Consumer Investment Client Services organization and is responsible for ensuring all associates deliver care for our clients.

The responsibilities of Consumer Investments Senior Resolution Team Manager include: monthly 1:1 associate coaching to provide an optimal client experience and performance; supervision of day-to-day activities; work with the recruiting team and Division Manager in the hiring and training of new personnel; ensure schedule adherence and proper call management of all team members in relation to the contact center strategy; conduct ongoing training as needed; responsible for molding the behavior and professionalism of all team members; promote work unity improvements to current workflow processes; resolve all client issues that are elevated to supervisory level. Licensing requirements are as follows: Series 7, 66, 9 and 10. The incumbent is responsible for coaching/supervising a team of Senior Resolution Managers in addition to building the next generation of leaders for the Centralized Consumer Investments organization. They are required to take an elevated position within the leadership hierarchy, establishing reoccurring routines with Division Managers and key partners across the Centralized work locations to build a network of mentors and mentees for the team. Key responsibilities include coaching to provide optimal client experience, performance, and ensure proper call management in relation to the contact center strategy. Job expectations include ability to demonstrate judgement and discretion during independent decision making, conduct ongoing training as needed, molding the behavior and professionalism of all team members, and promote work unity improvements to current workflow processes.

This job is responsible for activities related to a service or sales environment. Key responsibilities include coaching to provide optimal client experience, performance, and ensure proper call management in relation to the contact center strategy. Job expectations include ability to demonstrate judgement and discretion during independent decision making, conduct ongoing training as needed, molding the behavior and professionalism of all team members, and promote work unity improvements to current workflow processes.

Responsibilities:

• Supervise the day-to-day activities of a team of Senior Resolution Managers
• Deliver core business performance metrics with focus on responsible growth
• Ensure Senior Resolution Managers deliver a world class consistent client experience and continuously improve client care, conversion and retention
• Deliver the entire Enterprise including investing, banking and lending
• Perform monthly performance reviews of all team members and provide constructive feedback
• Strategic thinking skills to launch and build innovative ways to care for our clients and improve the experience across Centralized
• Leadership development and strong mentoring skillset – the Senior Resolution Team Manager will be expected to develop top future leadership talent
• Responsible for supervising/reviewing recommendations, trades and trade execution consistent with our investment process
• Source and cultivate talent pipelines with a strong focus and ability to coach and develop advisors
• Work with the Division and Performance Manager in the hiring and training of Senior Resolution Managers
• Assist with ongoing BAC/Merrill Lynch product and sales training
• Oversees day-to-day operations and processes to foster an environment that promotes service excellence to customers
• Translates the organization's goals and strategies into employee metrics and goals, evaluate progress and provide feedback or intervention as needed to recognize, encourage, and improve individual performance
• Supports a client or employee in achieving a specific personal or professional goal by providing training, feedback, and guidance
• Motivates others (live or virtually) to be creative, to overcome challenges and resolve conflict to deliver improved outcomes
• Builds upon employees’ existing skills and experiences while identifying new skills and opportunities to help achieve individual and organizational goals

Required Qualifications:

• Licensed with the Series 7, 66, 9 & 10
• Ability to drive exceptional customer experience
• Detail oriented, with good follow-up skills
• Excellent verbal and written communication skills
• Strong focus on compliance and regulatory standards
• Ability to foster and build relationships     

Desired Qualifications:

• Professional designation preferred
• Strong ability to communicate across leadership and to associates
• Ability to effectively manage work load
• Experience and track record of driving teams to achieve KPI's
• Experience delivering managed products

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.

Skills:

• Recruiting
• Relationship Building
• Sales Performance Management
• Sales Strategy
• Strategic Thinking
• Account Management
• Client Experience Branding
• Executive Presence
• Performance Management
• Talent Development
• Customer Experience Improvement
• Decision Making
• Drives Engagement
• Leadership Development
• Workforce Planning

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

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Pay Transparency details

US - MD - Hunt Valley - 11333 MCCORMICK RD - HUNT VALLEY (MD5031), US - NJ - Pennington - 1400 American Blvd - Hopewell Bldg 4 (NJ2140), US - RI - Lincoln - 670 George Washington Hwy (RI1541)

Pay and benefits information

Pay range

$99,700.00 - $128,100.00 annualized salary, offers to be determined based on experience, education and skill set.

Discretionary incentive eligible

This role is eligible to participate in the annual discretionary plan. Employees are eligible for an annual discretionary award based on their overall individual performance results and behaviors, the performance and contributions of their line of business and/or group; and the overall success of the Company.

Benefits

This role is currently benefits eligible. We provide industry-leading benefits, access to paid time off, resources and support to our employees so they can make a genuine impact and contribute to the sustainable growth of our business and the communities we serve. Jetzt bewerben