Bank of America Teammate Care Manager, The Academy for Consumer & Small Business in Charlotte, North Carolina

Job Description:

The Academy is Consumer and Small Business’s training and career development organization that equips employees with the skills, knowledge, and resources to succeed in their careers. The mission of the Academy is to deliver an end-to-end learning and development experience that engrains a client-centric culture, supports our brand in the marketplace, and fosters career growth and professional development. Academy Programs are targeted primarily to client-facing employees who, together, support 60 million individuals and small businesses nationwide with their banking, investing, and lending needs.

This Teammate Care Manager will report to the Academy Strategy & Operations Executive and be responsible for the following:

  • Inventorying all leader programs to identify best-in-class curricula and practices

  • Working with Learning & Leadership Development to establish consistent training and development programs for core leader skills

  • Establishing Consumer & Small Business as an organization that is at the cutting edge of leader development

  • Maximizing dedicated on-site training space to deliver effective leader programs and heightening Academy brand identify

  • Working with Learning & Leadership Development to define performance excellence and tracking Key Performance Indicators

  • Monitoring employee feedback on Academy programs and experiences with the goal of driving productive change and enhancements

  • Advocating for Academy program participants, ensuring their voices are heard and considered for program and process improvements

  • Managing the development of dedicated Academy training centers

One open position available. Based on geographic location, the ability to travel up 50% of the time will be necessary. Office Location TBD; position will be located at a Bank identified office.

Required Skills:

  • 5+ years of proven ability to driving proficiency and performance in a customer centric environment

  • 5+ years of leadership experience with proven experience in leading through process design in projects with multiple stakeholders

  • 5+ years process design and implementation experience

  • Consumer Business acumen with proven ability to leverage expertise with credibility and impact

  • Demonstrated effective business partnering experience/skills including ability to interact, communicate and influence at all levels of the organization

  • Demonstrated ability to simplify complex ideas and communicate processes to varying audience levels

  • Excellent project management and process design skills

  • Strong analytical and critical thinking skills

  • Ability to drive and sustain change

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

  • 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 bank’s risk culture

  • Proven ability to turn complex ideas into well-structured processes

  • Excellent relationship management skills to build and maintain credibility and influence with internal teammates and stakeholders

  • Strong interpersonal skills, including the ability to easily engage others in dialogue, influence without direct authority/control, convey sincere interest in building / deepening relationships, and building support of partners

  • Advanced technical skills in Excel, SharePoint, Visio, etc.

  • Exceptional proficiency with Microsoft PowerPoint, Excel and Office suite

Desired skills:

Direct front line client sales and service experience

Posting Date : 12/05/2018

Location :


  • United States

Travel : Yes, 10% of the time

Full / Part-time : Full time

Hours Per Week : 40

Shift : 1st shift

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