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Sun Mar 18, 2018 - 30 weeks ago

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Financial Center Manager, Hack Cross Road, Memphis Market


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.

**Primary Responsibilities**

**General Management**

oResponsible for building client traffic, engaging and appropriately routing clients and client retention

oResponsible for the general look, feel and attractiveness of the center, ensuring space is leveraged to accommodate clients

oResponsible for building and maintaining camaraderie amongst center associates, while ensuring all teammates drive collectively toward financial center goals

**Risk Management and Operational Excellence**

oDrive operational excellence by engaging staff on business strategy and performance results

oExecute risk and service delivery strategy, and evaluate key performance indicators to identify opportunities for improvement

oEmphasize the need to exceed metrics while also focusing on long-term strategies and goals

oAdhere to and enforce internal and regulatory policies, procedures and processes

oProactively identify and manage risk in business, product and service transactions

oMonitor client-calling activities and ensure we develop the proper client engagement

oSuccessfully resolve customer issues and escalations in a timely and professional manner

oResponsible for associate and customer safety

**Client Experience & Revenue Growth**

oKnow the center's customer base, including top clients; understand their needs and connect them with teammates who can help them with their financial needs

oFoster a client-centric environment whereby associates are accountable for delivering an exceptional customer experience and exceeding customer experience metrics

oLead the lobby and choreography of customer traffic including direct routing of customers to specialists to help drive overall "One Team" revenue growth

oEnsure all appointments are assigned to the appropriate financial center associate

oDrive client relationship management and assist with sales and sales leadership

oUnderstand the drivers of, and opportunities to enhance, client satisfaction in the center

oEnsure tight connection with the market sales manager and other "One Team" leaders/partners

oService customers using self-service technologies, such as ATMs, online banking or mobile banking

oHold associates accountable to deliver against our revenue strategy

**Talent Management**

oResponsible for oversight of associates in the center

oObserve, model and coach the financial center team on proper execution of risk and service strategy

oPersonally invest in talent through interviewing and hiring service and operational associates

oEnsure training is completed on time, and continue investment in ongoing education

oDrive associate performance through active and continuous coaching, continued education and performance plans

**Required skills:**

- 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:**

- Undergraduate degree

- Bilingual (fluent verbal and written)

- Experience in the following industries: Consumer banking/financial services, mortgage, retail or hospitality

**Posting Date** : 03/16/2018

**Location** :

Memphis, TN, HACKS CROSS ROAD BC, 8025 Winchester Rd,

- United States

**Travel** : No

**Full / Part-time** : Full time

**Hours Per Week** : 40

**Shift** : 1st shift

**Weekly Schedule** : M-F 8-6pm; Sat 9-1pm

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**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.

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