Academy Manager - Consumer and Small Business Client Services

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.

This role will support the execution of Academy programs supporting the Tampa Client Services Contact Center. This role is 2nd shift - 11-8 pm and/or 12-9 pm.

Flexibility in schedule and support of Academy programs in other lines of businesses as needed, including adjusted hours to assist.

Cohort Management

• Direct responsibility for leading Academy participants throughout their learning experience

• Responsibility to Facilitate in-person and virtually

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

• Leading and supporting new to role and upskill agents throughout their training programs

• Developing Academy participants’ proficiency while closely partnering with site leadership

Partner Management/Communications

• Direct responsibility for partnering with field leaders to manage Academy participants throughout their career progression.

• Act as brand ambassador by demonstrating the fundamentals of who we are as a company and inspire the adoption of concepts such as our purpose, strategy, operating principles, commitments, and values

• Partner with field leadership for early and often engagement throughout the program

• Collaborate across the academy to identify process/program opportunity, determine additional resource needs, and share best practices to ensure a seamless Academy participant experience

Operations Management/Admin

• Adhere to risk culture by enforcing internal and regulatory policies, procedures and processes throughout Academy programs

• Monitor and drive on time training completion and report the progress to field leadership

• Drive a sense of urgency for program activities, communications timelines, process and procedures with Academy participants and field leadership

Drive site-level performance through strategic learning support and business alignment including:

• Leading ongoing readiness

• Onboarding support for new Team Managers

• Conducting observations and providing coaching to support manager development

• Supporting key enterprise and line of business initiatives

• Partnering closely with site leaders, operations, and performance managers to align on needs and priorities

• Contributing to Academy development strategy and servicing as the learning SME

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

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

Required Qualifications:

• Client services LOB experience

• Ability to work 2nd shift - 11-8 pm and/or 12-9 pm

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

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

• 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.

• Effective communication skills (including verbal, non-verbal, written and presentation) and active listening skills, including the ability to influence virtually

• 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 enterprise risk culture

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

• Proficiency in computer skills and professional programs (for example, Microsoft Office), and perform administrative tasks without help of administrative assistant

Desired Qualifications:

• Strong PowerPoint skills

• Ability to quickly adapt and lead through change

• Reporting and analytic knowledge

• Strong presentation skills

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: