Investment Account Fulfillment Team Manager Fort Worth, Texas **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 **Investment** **Account Fulfillment Team Manager** oversee a team and execute strategy for a Consumer Investments team of associates. •Lead a team of associates in their day-to-day responsibilities •Responsible for day-to-day coaching, mentoring, and performance •Deliver on performance goals •Enforce policies and procedures and administers best practices to remain up to date on all Risk and Regulatory requirements •Deliver a consistent client experience and continuously improves client satisfaction •Foster an inclusive work environment •Foster strong relationships with internal business partners •Motivate and retain a team of diverse associate Perform quality assurance and quality control on a daily and monthly basis Perform monthly coaching sessions Manages daily business volumes and associate resources to ensure service level agreements are met Handles client and associate complaints and escalations **Required Qualifications:** •Demonstrates strategic thinking and supports change •Process orientation with exceptional attention to detail •Risk focus, sound judgment, and ability to make meaningful decisions •Drive to exceed expectations and find ways to improve processes •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 Consumer Investments systems •Ability to network and foster strong relationships across an organization **Desired Qualifications:** •Operational experience •Superior client service proficiency •Ability to coach with a passion for excellence •Prior leadership experience Enterprise Job Description: This job is responsible for overseeing employees within Consumer Investments Solutions and Client Services. Key responsibilities include ensuring schedule adherence and proper call management of all team members in relation to the contact center strategy, promoting work unity improvements to workflow processes, and resolving client issues that are elevated to the supervisory level. Job expectations may include hiring, coaching team members to provide an optimal client experience, supervising day-to-day activities, performing performance reviews, and providing constructive feedback. Responsibilities: + Fosters a client-centric team environment by promoting an effective sales and service strategy and risk management process + Prioritizes employee development by providing effective coaching and sharing constructive feedback to drive operational excellence + Oversees day-to-day activities and resolves all client issues escalated to leadership 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.