Client & Business Manager II

Job Description:

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day.

Being a Great Place to Work and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates’ physical, emotional, and financial wellness through affordable, competitive and flexible benefits.

We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve.

Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs.

At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

Job Description:
This Client & Business Manager II is responsible for executing market level strategy initiatives established by leadership to serve clients, developing the team, and growing the market. Key responsibilities include driving scorecard success, implementing the market business plan, overseeing financial metrics, ensuring client service initiatives, establishing office routines, sourcing talent, and developing associates. Job expectations include commanding Private Bank tools and resources to deliver timely data and demonstrating professional and technical skills while working with all levels of associates.

Responsibilities:

The role is responsible for developing, leading, implementing and monitoring all operational tasks and responsibilities for a large Private Bank team.  The individual will work daily with Private Bank Associates (PBA) to ensure client requests are met accurately, timely and within the Bank’s operational risk and compliance framework. This role will have very little sales responsibility but much more operational focus.

• Execute at-risk and client retention process  
• Drives the client experience including ownership of client issues, client satisfaction and delivery of Private Bank full capabilities
• Work with key partners to mitigate fraud and service risk
• Drive understanding & adherence to policy & procedures
• Proactive identification and resolution of issues
• Manage client compliant process
• Owns key oversight functions such as KYC’s, Money Movement, account opening

  Overview:

• Drives the client experience including ownership of client issues, client satisfaction, and delivery of Private Bank full capabilities
• Owns key oversight functions such as KYC’s, Money Movement, loan fundings, account opening on behalf of the team – Must be available to step in when volumes are high, or staff is out of the office to complete the tasks personally.

  Meetings and Communication

• Establish routines through a calendar to anticipate, identify, track and complete material deadlines/transactions – set business partner expectations and follow-up until completed and verify completion (systems or otherwise)
• Ongoing communication and meeting cadence with the client service team to include investment management portfolio review process and meetings

  Reporting

• Prepare and present all escalations – CEC, Pricing Exceptions and Rep Risk Committees
• Prepare, manage/update and retain all briefing memos
• Develop a list and relationship with key partners both within the PB and across the Bank
• Build and maintain a process to verify loan booking/account openings are accurate (address, pricing, coding)
• Review revenue reports to ensure capture of all new and modified business
• Improve the tracker for lost business
• Conduct book reviews and provide succinct output and recommendations to the Private Client Advisor
• Manage CEW/Material Interactions/Online client usage (name)

  Other

• Understand and adhere to policy & procedures
• Proactive identification and resolution of client driven issues across the PB and the Bank more broadly
• Manage client complaint process
• Work with key partners to mitigate fraud and service risk
• Manage DACA process with PBAs
• Serve as facilitator on behalf of DETC for clients when they do not have direct client contact
• Coordinate broader team and partner readiness to ensure appropriate client coverage at all times.

Required qualifications:

• Minimum of 5 years’ experience in financial services  
• Private Bank experience required
• Well versed in Private Bank capabilities and solutions, industry service practices and trends, online/mobile environment
• Thorough knowledge of Private Bank/fiduciary client and risk/oversight functions and products
• Understanding of business strategy
• Experience managing a team provides inspection, coaching and feedback to motivate, differentiate and improve performance
• Synthesizes information effectively to create compelling presentations/documents (strong PowerPoint and Excel capabilities)
• Communicates clearly and concisely, both verbally and in writing
• Collaborate effectively with peers and partners
• Strong skill set in negotiation, influencing and conflict management
• Ability to build team culture; is collaborative and inclusive
• Ability to function in a high-paced environment
• Multi-tasking skills

Desired qualifications:

• BS/BA degree in Business, Finance or Economics desired
• 10 years Private Bank experience or strong operations management experience
• Business Acumen and strong decision making skills (when to escalate and when to solve within designated approval authority)
• Business Operations Management
• Coaching
• Customer and Client Focus
• Reporting (Excel Skills)
• Attention to Detail
• Business Process Analysis
• Customer Service Management
• Talent Development
• Drives Engagement
• Issue Management
• Process Management
• Risk Management

Minimum Education Requirement: High School Diploma / GED / Secondary School or equivalent

Shift:

1st shift (United States of America)

Hours Per Week: 

40

Pay Transparency details

US - NY - New York - ONE BRYANT PARK - BANK OF AMERICA TOWER (NY1100)

Pay and benefits information

Pay range

$124,500.00 - $172,200.00 annualized salary, offers to be determined based on experience, education and skill set.

Discretionary incentive eligible

This role is eligible to participate in the annual discretionary plan. Employees are eligible for an annual discretionary award based on their overall individual performance results and behaviors, the performance and contributions of their line of business and/or group; and the overall success of the Company.

Benefits

This role is currently benefits eligible. We provide industry-leading benefits, access to paid time off, resources and support to our employees so they can make a genuine impact and contribute to the sustainable growth of our business and the communities we serve.