Workplace Benefits Group Manager 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 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:

The Client Service Manager Team Manager leads a team of Client Service Managers (CSMs) supporting Health Benefit Solutions (HBS) clients across HSA FSA HRA Commuter and LSA products. This people-leader role is accountable for day-to-day service delivery client satisfaction and operational execution within the HBS segmented service model. The manager coaches and develops the CSM team drives consistency and quality across client interactions partners closely with Client Relationship Managers Sales Product Operations and Engagement Consultants and helps unlock capacity to support HBS growth goals. This role plays a direct part in the transition to the enhanced service model (CSM Direct and dedicated CSM support tiers) and in achieving HBS account growth targets.

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.

• Opportunity & Inclusion Champion: Models an inclusive environment for employees and clients aligned to company Great Place to Work goals.

• Manager of Process & Data: Demonstrates deep process knowledge operational excellence and innovation through a focus on simplicity data based decision making and continuous improvement.

• Enterprise Advocate & Communicator: Communicates enterprise decisions purpose and results and connects to team strategy priorities and contributions.

• Risk Manager: Ensures proper risk discipline controls and culture are in place to identify escalate and debate issues.

• People Manager & Coach: Provides inspection coaching and feedback to motivate differentiate and improve performance.

• Financial Steward: Actively manages expenses and budgets in alignment with objectives making sound financial decisions.

• Enterprise Talent Leader: Assesses talent and builds bench strength for roles across the organization.

• Driver of Business Outcomes: Delivers results by effectively prioritizing inspecting and appropriately delegating team work.

Responsibilities:

• Lead coach and develop a team of Client Service Managers setting performance expectations and building foundational product and process knowledge across the team.

• Oversee day-to-day service delivery for assigned HBS clients including operational activities file processing and reconciliation support and timely resolution of employer and employee inquiries.

• Drive client satisfaction and retention through consistent high-quality service and proactive management of client requests and escalations.

• Support open enrollment activities plan design and strategic planning discussions and data/file questions in partnership with Operations and Product teams.

• Partner with Client Relationship Managers Sales Product Engagement Consultants and WEX to strengthen connection points and support the enhanced service model rollout.

• Identify and implement process improvements that reduce exceptions and unlock capacity to support HBS growth without added resources.

• Manage risk adherence to procedures and quality assurance standards consistent with HBS operating and control routines.

Required:

• 5 years of client service account management or benefits administration experience with 2 years in a people-leadership or team-lead capacity.

• Demonstrated experience managing client relationships and resolving escalations in a service-delivery environment.

• Proven ability to coach develop and manage performance across a team.

• Strong operational discipline including file/data handling reconciliation and adherence to risk and control standards.

• Effective cross-functional collaboration and communication skills across Sales Product Operations and partner teams.

• Working knowledge of employee benefits administration (HSA FSA HRA Commuter and/or LSA products) or comparable financial services/healthcare account-based products.

Desired:

• Proficiency with CRM/Salesforce and standard productivity tools (ex Microsoft CoPilot)

• Experience implementing service-model changes segmentation strategies or process-improvement/OpEx initiatives that scale capacity

• Bachelors degree or equivalent work experience.

Skills:

• Attention to Detail

• Critical Thinking

• Customer and Client Focus

• Verbal and written Communications

• Prioritization

• Active Listening

• Decision Making

• Emotional Intelligence

• Result Orientation

• People/team leadership and coaching

• Client relationship management

• Benefits administration (HSA FSA HRA Commuter LSA)

• Operational risk and controls management

• Process improvement / operational efficiency

• Cross-functional stakeholder management

• Escalation and problem resolution

• Salesforce / CRM tools

• Data and file reconciliation

• Performance management

• Talent development and career coaching

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

Shift:

1st shift (United States of America)

Hours Per Week:

40

Pay Transparency details

US - NJ - Pennington - 1400 American Blvd - Hopewell Bldg 4 (NJ2140)

Pay and benefits information

Pay range

$125400.00 - $160100.00 annualized salary offers to be determined based on experience education and skill set.

Discretionary incentive eligible

This role is eligible to participate in the annual discretionary plan. Employees are eligible for an annual discretionary award based on their overall individual performance results and behaviors the performance and contributions of their line of business and/or group; and the overall success of the Company.

Benefits

This role is currently benefits eligible. We provide industry-leading benefits access to paid time off resources and support to our employees so they can make a genuine impact and contribute to the sustainable growth of our business and the communities we serve.