Financial Center Manager II-Buffalo Southtowns Area-Buffalo Market
Bank of America
Company Bank of America
Job Title Financial Center Manager II-Buffalo Southtowns Area-Buffalo Market
Location: Depew, NY, 14043, USA
Description **Job Description:**
Financial center managers (FCMs) operate as business owners and are responsible for fostering a team environment and instilling an effective client-centric, sales and risk culture within the center, demonstrating that we are here collectively to help our customers achieve their financial goals. The FCM holds a critical role, ensuring operational excellence of the center and that all aspects of the center run effectively and cohesively.
•Responsible for building client traffic, engaging and appropriately routing clients and client retention
•Responsible for the general look, feel and attractiveness of the center, ensuring space is leveraged to accommodate clients
•Responsible for building and maintaining camaraderie amongst center associates, while ensuring all teammates drive collectively toward financial center goals
Risk Management and Operational Excellence
•Drive operational excellence by engaging staff on business strategy and performance results
•Execute risk and service delivery strategy, and evaluate key performance indicators to identify opportunities for improvement
•Emphasize the need to exceed metrics while also focusing on long-term strategies and goals
•Adhere to and enforce internal and regulatory policies, procedures and processes
•Proactively identify and manage risk in business, product and service transactions
•Monitor client-calling activities and ensure we develop the proper client engagement
•Successfully resolve customer issues and escalations in a timely and professional manner
•Responsible for associate and customer safety
Client Experience & Revenue Growth
•Know the center’s customer base, including top clients; understand their needs and connect them with teammates who can help them with their financial needs
•Foster a client-centric environment whereby associates are accountable for delivering an exceptional customer experience and exceeding customer experience metrics
•Lead the lobby and choreography of customer traffic including direct routing of customers to specialists to help drive overall “One Team” revenue growth
•Ensure all appointments are assigned to the appropriate financial center associate
•Drive client relationship management and assist with sales and sales leadership
•Understand the drivers of, and opportunities to enhance, client satisfaction in the center
•Ensure tight connection with the market sales manager and other “One Team” leaders/partners
•Service customers using self-service technologies, such as ATMs, online banking or mobile banking
•Hold associates accountable to deliver against our revenue strategy
•Responsible for oversight of associates in the center
•Observe, model and coach the financial center team on proper execution of risk and service strategy
•Personally invest in talent through interviewing and hiring service and operational associates
•Ensure training is completed on time, and continue investment in ongoing education
•Drive associate performance through active and continuous coaching, continued education and performance plans
**Required Skills & Experience**
A minimum of three years recent experience building, leading, managing and coaching a team - Proven results exceeding goals in a customer-centric, results-driven environment - Demonstrated ability to influence and collaborate with others outside of reporting authority to achieve shared goals - Proven customer service skills and the ability to resolve problems independently or escalate as needed to promote customer satisfaction - Strong financial and business acumen including experience in leading managers and interpreting financial reports to drive profitability - Proven record of balancing risk and making sound decisions while achieving business goals - Strong interpersonal skills, including the ability to easily engage others in dialogue, convey sincere interest in building/deepening relationships, and demonstrate a commitment to providing personalized service - Strong organizational skills including the ability to manage multiple responsibilities, prioritize and delegate while delivering results - Strong communication skills (including verbal, non-verbal, written and presentation) and active listening skills - Proficiency in computer skills and professional programs (for example, Microsoft Office) - Ability to pass pre-employment assessments and compliance requirements - Availability to work weekends and/or extended hours as required to run the business.
**Desired Skills & Experience**
- Undergraduate degree - Bilingual (fluent verbal and written) - Experience in the following industries: Consumer banking/financial services, mortgage, retail or hospitality
**Posting Date** : 01/12/2017
**Location** : US-NY-Depew
**Travel** : No
**Full / Part-time** : Full time
**Hours Per Week** : 40
**Shift** : 1st shift
**Assistance for Applicants with Disabilities**
Bank of America is committed to ensuring that our online application process provides an equal employment opportunity to all job seekers, including individuals with disabilities. If you believe you need a reasonable accommodation in order to search for a job opening or to submit an application, please visit the Applicants with Disabilities page at http://careers.bankofamerica.com/us/applicants-with-disabilities .
**Diversity & Inclusion**
At Bank of America, our commitment to diversity and inclusion is helping us to create not only a great place to work, but also an environment where our employees, our customers and our communities around the world can reach their goals and connect with each other. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
**Frequently Asked Questions**
Need to know how to apply online, view a list of your submitted job applications or reset your password? Visit our FAQ at http://careers.bankofamerica.com/us/faq section for answers to these questions and more.
Success begins with building relationships.
At Bank of America, our customers are at the center of everything we do. Our focus is on helping each one find the right financial solutions. With a wide range of career opportunities available, we invite you to realize your career goals with us while assisting customers with what matters most to them.
Welcome to Careers at Bank of America.