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WDC- Financial Center Manager- DC area , Washington, DC

Company: Bank of America
Location: Washington
Posted on: May 18, 2018

Job 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.

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 centers 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 plansRequired 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 hospitalityShift:1st shift (United States of America)Hours Per Week: 40

Keywords: Bank of America, Washington DC, WDC- Financial Center Manager- DC area , Washington, DC, Hospitality & Tourism, Washington, DC

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