Financial Center Manger - Bilingual Spanish Required - 19Th And Glendale Financial Center - Phoenix, AZ.

Bank Of America Corporation Phoenix , AZ 85002

Posted 2 months ago

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

  • 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

Talent Management

  • 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:

  • Bilingual Spanish Required

  • 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: 08/05/2019

Location: Phoenix, AZ, 19TH AND GLENDALE IN STORE BC, 1815 W Glendale Ave, - United States

Travel: No

Full / Part-time: Full time

Hours Per Week: 40

Shift: 1st shift

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Financial Center Manger - Bilingual Spanish Required - 19Th And Glendale Financial Center - Phoenix, AZ.

Bank Of America Corporation