Consumer Site Leader - Utica

Bank of America • Utica, NY

10h • Onsite

About The Position

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! 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.

Requirements

• 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

Nice To Haves

• Bachelor's degree or 8-10 years of Operations experience including 5+ years of supervisory experience
• Skills: Inclusive Leadership
• Performance Management
• Result Orientation
• Risk Management
• Strategic Thinking
• Business Intelligence
• Change Management
• Conflict Management
• Customer and Client Focus
• Drives Engagement
• Hiring and Onboarding
• Leadership Development
• Retention
• Talent 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

Benefits

• 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.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager