Participant Services Team Manager

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 and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates’ physical, emotional, and financial wellness through affordable, competitive and flexible benefits.

We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve.

Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs.

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 Participant Services FSA Team provides end to end financial guidance and education for clients and prospects based on their individual financial situation and goals.  The Participant Services team, within CIRM & PS, is comprised of Financial Solutions Advisors that work with 401K and Equity clients to educate and service.  The incumbent is responsible for coaching and supervising a team of Financial Solutions Advisors with respect to participant financial wellness education, sales goals, and servicing of 401K & Equity participants.

The responsibilities of Consumer Investments Participant Services FSA 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. Working in a retail sales/service environment, the incumbent is responsible for coaching/supervising a team of Financial Solutions Advisors with respect to advice and guidance, achieving goals, and servicing of client accounts. 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 Financial Solutions Advisors

• Deliver core business performance metrics with focus on responsible growth

• Ensure Financial Solutions Advisors 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

• 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 new advisors

• 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 - IL - Chicago - 540 W Madison St - Bank Of America Plaza (IL4540)

Pay and benefits information

Pay range

$106,100.00 - $137,500.00 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.