Client Services Site Leader – Small Business Servicing - Tampa, Fl

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. Responsible Growth is how we run our company and how we deliver for our clients, teammates, communities and shareholders every day.

One of the keys to driving Responsible Growth is being a great place to work for our teammates around the world. We’re devoted to being a diverse and inclusive workplace for everyone. We hire individuals with a broad range of backgrounds and experiences and invest heavily in our teammates and their families by offering competitive benefits to support their physical, emotional, and financial well-being.

Bank of America believes both in the importance of working together and offering flexibility to our employees. We use a multi-faceted approach for flexibility, depending on the various roles in our organization.

Working at Bank of America will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference. Join us!

Job Summary:

The Client ServicesSite Leader will lead the Small Business Servicing contact center in Tampa, FL. This leader will be responsible for translating client priorities and objectives into contact center tactical plans that are measurable and sustainable. Responsible for driving world-class client experiences, while also promoting employee satisfaction, retention, and development. Requires a working knowledge of Small Business products and end-to-end operational processes. Resolves broad operational issues and coordinates activities and processes that improve client and associate experiences. Will be required to collaborate with other Site Leaders for the collective success of Small Business Servicing. Will be responsible for proactively partnering to identify and resolve areas of risk and provide mitigation plans that ensure compliance to industry regulations and bank procedures. Reports directly to the Small Business Servicing Executive.

Responsibilities:

• Manage Small Business Servicing contact center operations with agents working within the site and/or virtually.
• Directly manage team managers and team of 150+ CSRs, maintaining a diverse and inclusive environment.
• Understand, inspect and enforce all site-related processes, procedures and policies.
• Identify and escalate operational issues or control risk for potential SIAIs and procedural changes.
• Review and analyze daily and weekly metrics to identify performance improvement opportunities.
• Support and lead site routines, including quarterly business reviews with segment leadership.
• Influence and drive results, while leading initiatives that have a site impact or remediation need.
• Influence the behavior and performance of all team members, while maintaining adherence to applicable regulatory policies and procedures.
• Hold team accountable to deliver against strategy and excel in operational excellence.
• Resolve all employee issues that are elevated to a supervisory level.
• Implement effective performance management, including coaching and outlier routines, goal setting and recognition mechanisms.
• Lead efforts to drive employee engagement and build a culture of inclusion.

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.

• Diversity & Inclusion Champion: Models an inclusive environment for employees and clients, aligned to company D&I goals.
• Manager of Process & Data: Demonstrates deep process knowledge, operational excellence and innovation through a focus on simplicity, data based decision making and continuous improvement.
• Enterprise Advocate & Communicator: Communicates enterprise decisions, purpose, and results, and connects to team strategy, priorities and contributions.
• Risk Manager: Ensures proper risk discipline, controls and culture are in place to identify, escalate and debate issues.
• People Manager & Coach: Provides inspection, coaching and feedback to motivate, differentiate and improve performance.
• Financial Steward: Actively manages expenses and budgets in alignment with objectives, making sound financial decisions.
• Enterprise Talent Leader: Assesses talent and builds bench strength for roles across the organization.
• Driver of Business Outcomes: Delivers results by effectively prioritizing, inspecting and appropriately delegating team work.

Required Skills:

• 3+ years proven senior leadership experience
• Strong influencer and communicator
• Strong critical thinker who thinks broadly to provide solutions
• Proficient in proactively identifying areas of risk and providing mitigation plans
• Must be able to translate strategy into tactics that are measurable and sustainable
• Must be able to partner with other Segment Leaders and business partners for the collective success of the operations
• Proven track record of achieving exceptional performance against key metrics

Desired Skills:

• Contact Center experience

• Small Business acumen and/or previous leadership roles in Small Business

• Awareness of Six Sigma/Lean practices and change management

Minimum Education Requirement:

• Bachelors degree and/or 8 to 10 years of operations/contact center experience, including 3 to 5 years of supervisory experience preferred

Shift:

1st shift (United States of America)

Hours Per Week: 

40