Registered Academy Manager Consumer Investments

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 is core to how we drive Responsible Growth. This includes our commitment to being an inclusive workplace attracting and developing exceptional talent supporting our teammates physical emotional and financial wellness recognizing and rewarding performance and how we make an impact in the communities we serve.

Bank of America is committed to an in-office culture with specific requirements for office-based attendance and which allows for an appropriate level of flexibility for our teammates and businesses based on role-specific considerations.

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.

As Merrill continues to grow rapidly one of our key strategic priorities is the recruitment and development of top talent. To that end The Academy for Consumer Investments Wealth Management & Private Bank is driving to ensure active coaching and development of all our new hires endto end i.e. from the time they are recruited into Merrill Centralized Sales and Service Contact Centers to the stage at which they are truly productive. The Program is one of the most visible priorities for Merrill senior leadership and is aimed at completely driving the processes and structure that will develop and grow talent across our business.

The Registered Academy Manager must have a passion for coaching developing and leading people. They will also play an integral part in the different phases of the new hire process and driving the development of the new hire program for The Academy for Consumer Investments. This role is an excellent opportunity for those who want to gain visibility with senior management and establish themselves as wellrounded players who can manage a program and demonstrate effectiveness at coaching and developing junior associates. They also play a part in the ongoing maintenance and advancements in our new to role 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

• Responsibility for the development and performance of new hire associates across multiple LOBs in the contact center and potentially remote new hires in various locations across the country

• Provide individualized call coaching and performance plans for new hires

• Daily oversight of associates in program including but not limited to point of call resolutions/escalations and administrative functions

• 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

• Work to continue to develop and advance our training programs

Required Qualifications:

• 2 years Consumer Investment experience

• Series 7 & 66 (or equivalent) is required

• Strong organizational/project management skills with ability to prioritize work manage complexity and deliver solutions on tight deadlines

• Strong oral written and active listening communication skills

• Solutions focused positive and resilient with the ability to overcome obstacles and challenges and remain agile to changing business needs and priorities

• 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 banks risk culture

Desired Qualifications:

• Demonstrated experience within Specialized Consumer Client Solutions

• Previous experience in coaching and developing associates

• Leadership experience and ability to execute innovative learning solutions using various modalities

• Familiarity with True Relationship Excellence or True Advisor Excellence

• Bachelors degree or equivalent work experience

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

Internal employees who are currently working from home are still eligible to apply. However if selected for the role you may be required to work onsite in accordance with the workplace excellence policy

Shift:

Hours Per Week:

Pay Transparency details