Consumer Team Manager
Company: Bank of America
Location: Phoenix
Posted on: April 1, 2026
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Job Description:
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 managing overall
team performance. Key responsibilities include overseeing
day-to-day activities of employees, managing risk, and driving
operational excellence. Job expectations include conducting
performance reviews, hiring, onboarding and team retention.
Responsibilities: Drives team to reduce performance variability and
achieve peak performance metrics in a high-volume, high-capacity,
and high-execution environment Addresses real-time needs of team,
completes administrative tasks on time, and participates in contact
center initiatives to drive consistency across the business Hires,
retains, and coaches employees to meet production deadlines,
enhance efficiency, and deliver high quality interactions while
ensuring adherence to regulatory requirements Identifies and
manages employee or business risk and escalates through the
appropriate channels Complies with industry regulations, bank
procedures, integrity levels of the department's system, and
financial controls 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: 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. Required Qualifications:
Minimum 1 year experience in a manager or a leadership/support role
(i.e. Coach, OSL) Customer centric approach to problem resolution
Must possess strong interpersonal communication and team building
skills Experience driving consistent results in a shared process
with peer(s) in multiple site locations Must be self-motivated and
a role model of Bank of America's Values Must be flexible and adapt
quickly to change Ability to multi-task and meet specific
performance goals within tight deadlines Proficient in Microsoft
Office tools including but not limited to PowerPoint, Excel and
Word Excellent written and oral communication skills Have proven
experience creating highly engaged and satisfied teams through
meaningful and creative recognition Ability and willingness to
coach to strong performance, develop talent and have difficult
conversations. Desired Qualifications: 3 or more years of
management experience in a production based environment Working
knowledge of Commercial and/or Small Business Claims Proficient in
systems used to process Commercial/Small Business Claims, as well
as the Microsoft suite of products: Excel, PowerPoint, Word, One
Note, Image As400, TSYS 6040, VROL & MasterCom Experience with data
analysis, report creation, presentations Skills: Coaching Customer
Service Management Customer and Client Focus Issue Management
Performance Management Active Listening Decision Making Inclusive
Leadership Talent Development Analytical Thinking Drives Engagement
Hiring and Onboarding Process Performance Measurement Risk
Management 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: 1st shift (United States of America)
Hours Per Week: 40
Keywords: Bank of America, Glendale , Consumer Team Manager, Accounting, Auditing , Phoenix, Arizona
