Academy Manager - Advanced Client Solutions

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:
This job is responsible for leading and supporting employees through onboarding and core programs and upskill programs. Key responsibilities include identifying effective behaviors, implementing management routines, and tools/resources to ensure accuracy and consistency throughout the Academy experience. Job expectations include partnering with leadership to drive employee development and increase speed to proficiency through virtual/in-person skill development, practice sessions, simulator workshops, knowledge assessments, and one-on-one coaching.

The Advanced Client Solutions Academy Manager has direct responsibility for leading and supporting new to role associates throughout their On-boarding, In Role Development, and Workforce Development programs, as designated at the site level.

Responsibilities:

• Facilitates onboarding, core and/or upskill Academy programs (virtually and/or in the classroom), inclusive of delivering assessments, managing practice pods, call calibration sessions, practice sessions, and simulator workshops

• Identifies behavior and proficiency gaps, develops action plans, and coaches participants to ensure successful completion of training programs and achievement of milestones

• Manages program outreach, coordination, logistics, communications, calendar planning, escalations, and ensures teammates have access to technology

• Partners with Academy content design teammates to provide feedback on content, curriculum, and programs

• Ensures adherence to risk culture by enforcing internal and regulatory policies, procedures, and processes throughout new to role programs

• Conducts periodic post-program completion checkpoints to gauge the participants understanding and help accelerate speed to desired proficiency and/or reduce the learning curve for associates

• Participates in Line of Business (LOB) leadership routines and initiatives, providing stakeholders with feedback on teammate development and program updates

• Drive partnerships with site leaders/business support focusing on key drivers of performance, developing talent, and driving proficiency at all levels by providing feedback to site leadership

• Collaborate with other Academy Managers, OJT coaches and internal academy teammates and partners (Enablement team, learning, talent acquisition, etc.) to determine additional resource needs, share best practices, and identify process/program opportunities

• Ensure effective on-boarding of new to role (work space, systems access, facilities access, introductions, peer coach alignment, etc.)

• Conduct, lead and facilitate virtual or in person skill development, call calibration sessions, practice sessions and simulator workshops, individual knowledge assessments and one-on-one coaching sessions

• Stays abreast of current Segment Strategies, as well as overall Academy requirements while driving improvements in client relationship care objectives, risk concerns and relationship deepening.

Required Qualifications:

• 2+ years Call Center or Financial Center experience

• Proven ability to coach, manage, and develop employees driving proficiency and performance in a customer centric environment

• Demonstrated Leadership Skills and ability to influence without authority

• Proven ability to diagnose root cause/skill gaps and develop and execute effective performance action plans to build skill/knowledge

• Demonstrated problem solving, strong follow-up skills and ability to escalate and gain resolution as needed

• Proficiency in day to day risk identification and mitigation, and ability to communicate and reinforce the bank’s risk culture

• Strong interpersonal skills, including the ability to easily engage others in dialogue, influence without direct authority, convey sincere interest in building/deepening relationships, and demonstrate a commitment to excellence

• Strong organizational skills including the ability to manage multiple responsibilities and prioritize

• Strong communication skills (including verbal, non-verbal, written and presentation) and active listening skills

• An avid learner; demonstrates bank acumen and keeps up with current Consumer Client Services strategies and developments; understands current challenges facing Fraud associates & team members

• Ability to influence virtually

• Proven ability to coach up and across as well as receive and implement direct feedback

Desired Qualifications:

• Prior experience with leading a team of direct reports

• Experience in influence role

• Ability to quickly adapt and lead through change

Skills:

• Active Listening

• Hiring and Onboarding

• Influence

• Learning Delivery

• Presentation Skills

• Coaching

• Collaboration

• Consulting

• Oral Communications

• Customer Service Management

• Customer and Client Focus

• Executive Presence

• Leadership Development

• Talent Development

Minimum Education Requirement: High School Diploma / GED / Secondary School or equivalent

Shift:

Hours Per Week: