GWIM Sr Team Operations Mgr - Retirement Benefits Contact Center

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!

Department Description:

Merrill's Retirement and Benefits Contact Center, a channel of Wealth Management Client Care, provides award-winning call center support to employees of more than 3,000 organizations, including Fortune 500 companies’ retirement plans, including: defined contribution, defined benefit, non-qualified deferred compensation arrangements, stock option plans, self-directed brokerage accounts, and Merrill Lynch Advice Access.   In addition, RBCC provides support for Health Benefit Solutions clients.

The Contact Center is critical to the implementation and delivery of the retirement service model of the firm.  At RBCC, associates work with plan participants in several companies to assist with achieving their retirement goals. From first time investors just getting started in their 401(k) plan to seasoned financial advisors exercising stock options, associates learn the products and skills needed to assist them all. At the same time, the department supports associates development as a financial professional and obtaining their FINRA Series 7 & Series 63 testing and registrations. 

Job Description:

The associate manages a diverse team of 20+ non-exempt, Series 7/66 registered Multi-Product Specialists involving high financial and regulatory risk exposure. The supervisor is responsible for managing a team of Participant Service Representatives who handle between 60-80 inbound calls per day.  This role is also responsible for providing subject matter expertise across a wealth management operations team, and supporting the manager in all aspects of day-to-day management of the team's operations. Key responsibilities include employee training and coaching, addressing employee inquiries/escalations/ approvals, and team supervision to ensure processes are executed correctly. The team lead should escalate issues to the team manager when necessary. Individuals should have deep knowledge of all key functions supported.

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: 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.

Line of Business Responsibilities:

• Lead and manage strategic project initiatives to increase productivity, drive transformation, and client satisfaction.
• Manage corporate plan sponsor relationships on developing strategies for servicing their associates in the retirement and benefit accounts. 
  Wealth Management Client Care Pillars:
• Talent – Enable Client Care Advisor of the future
• Enable the Business - Make it easier for our business partners to  deliver for our clients
• Operational Excellence – Streamline interactions to enable efficiency
• Client Care - Expand strategies to deliver next-level client care
• Manage Risk - Become more proactive at identifying issues

Required Qualifications:

• 1 + years leadership experience
• Ability to confidently lead and influence others and motivate a diverse group of employees
• Detail oriented with strong organizational skills and ability to manage multiple tasks and priorities at once
• Shows commitment to excellent attendance with proven reliability and can adhere to the agreed upon work schedule
• Possess and demonstrate strong communication skills both verbally and in written form
• Is flexible and projects enthusiasm, optimism and determination
• Exercises sound judgment and experience making timely and effective decisions
• Minimum of an intermediate level of proficiency with computers and current technology​
• Ability to think strategically and drive transformation
• Experience with Microsoft Word, Excel and PowerPoint

1st and 2nd shift

Weekend availability 

Desired Qualifications:

• FINRA Series 7, 63 and 24 (or the commitment to obtain the Series 24 within 240 days)
• Bachelor's Degree
• Retirement Benefits (401(k)/Equity) product knowledge
• Familiarity with compliance and regulatory issue

Skills:

• Customer Service Management
• Issue Management
• Performance Management
• Regulatory Compliance
• Risk Management
• Business Acumen
• Customer and Client Focus
• Problem Solving
• Talent Development
• Trading
• Attention to Detail
• Drives Engagement
• Result Orientation
• Strategic Thinking
• Valuation Ethics and Practice Standards