Consumer Investments Life Services Team Manager Chandler, Arizona **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! The **Life Services** team is responsible for providing financial guidance for beneficiaries and executors going through the wealth transition process when our clients pass away. **Responsibilities:** • Coach, motivate and supervise teams as they develop client relationships through understanding needs and present enterprise solutions (Merrill and Bank of America) • Deliver exceptional customer client experiences by resolving client escalations and influencing your team through example • Sharpen focus on compliance and regulatory standards including but not limited to; actively managing risk - reviewing at risk client scenarios, communications and all facets of team activity to ensure responsible growth • Monitor call volumes and service levels to identify trend in order to maximize efficiencies and make recommendations for improvements that impact client experience. • Resolve all client issues that are elevated to supervisory level in addition to performing OMT functions as needed. • Participate in leadership rotation across multiple teams within Merrill to gain perspective, exposure and insight to management career opportunities within Merrill • Availability to provide coverage during weekends and/or extended hours as required to operate the business **Required Qualifications:** • Series 7, 66 and 9/10 is required (or their equivalent) within 120 days of hire • Ability to understand investments and assist associates and clients with their financial needs • Focus on building relationships with teammates • Analytical ability with ability to manage multiple responsibilities and prioritize • Strong communication skills (verbal, non-verbal, and written) and active listening skills • Drive culture, leading a diverse client centric team • Proven ability to manage risk - must utilize sound judgment to make business decision for shareholders and clients • Must be client and associate focused • Proven ability to coach and motivate others • Lives the Bank of America Core Values: delivers for clients and shareholders, embraces the power of our people, acts responsibly and promotes opportunity **Desired Qualifications:** • Capable of effectively coaching and mentoring team to meet metrics • Ability to effectively manage workload in a fast paced environment • Excellent interpersonal, leadership and oral/written communication skills • Capable of multi-tasking and working efficiently under stress and high volume • Strong organizational and teamwork skills • Knowledge of Merrill Edge systems and clients a plus Enterprise Job Description: 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: • 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 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. Additional Skills Used: + 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 **Shift:** 1st shift (United States of America) **Hours Per Week:** 40 Bank of America and its affiliates consider for employment and hire qualified candidates without regard to race, religious creed, religion, color, sex, sexual orientation, genetic information, gender, gender identity, gender expression, age, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law, and as such affirms in policy and practice to support and promote the concept of equal employment opportunity and affirmative action, in accordance with all applicable federal, state, provincial and municipal laws. The company also prohibits discrimination on other bases such as medical condition, marital status or any other factor that is irrelevant to the performance of our teammates. To view the "EEO is the Law" poster, CLICK HERE (https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf) . To view the "EEO is the Law" Supplement, CLICK HERE (https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP\_EEO\_Supplement\_Final\_JRF\_QA\_508c.pdf) . View the LA County Fair Chance Ordinance (https://dcba.lacounty.gov/wp-content/uploads/2024/08/FCOE-Official-Notice-Eng-Final-8.30.2024.pdf) . Bank of America aims to create a workplace free from the dangers and resulting consequences of illegal and illicit drug use and alcohol abuse. Our Drug-Free Workplace and Alcohol Policy (“Policy”) establishes requirements to prevent the presence or use of illegal or illicit drugs or unauthorized alcohol on Bank of America premises and to provide a safe work environment. To view Bank of America’s Drug-free Workplace and Alcohol Policy, CLICK HERE . This communication provides information about certain Bank of America benefits. Receipt of this document does not automatically entitle you to benefits offered by Bank of America. Every effort has been made to ensure the accuracy of this communication. However, if there are discrepancies between this communication and the official plan documents, the plan documents will always govern. Bank of America retains the discretion to interpret the terms or language used in any of its communications according to the provisions contained in the plan documents. Bank of America also reserves the right to amend or terminate any benefit plan in its sole discretion at any time for any reason.