Job Description:Responsible for overall delivery and management of the client service experience for the Private Wealth Management. Accountable for proactive client service, client advocacy, transition management, and problem resolution to improve the client experience. Responsible for client contact management, direct client contact and the management of service delivery from the branch office, working closely with home office service organizations to ensure superior service to all Merrill Lynch clients. Responsible for transition and coordination of clients to Merrill Lynch, including review supervision and approval of new accounts. Responsible for the coordination of recruits transitioning from the competition. Responds to and resolves complaints, working with Litigation or Compliance personnel, regarding operations/services received from clients or regulators. Responsible for utilizing PMAC to support the transition of FA accounts as well as opportunities to increase client assets. Responsible for the management and development of the branch office support staff including operations employees and the Client Associates, this includes but is not limited to conducting performance reviews with support staff and being responsible for resource allocation for the Market, managing head count report, etc. Serve as point of contact for implementation of the WMW in the Market, serve as the ongoing WMW conduit for all enhancements including communications and training. Responsible for knowledge and experience associated with Operations management expanding the ability to manage the daily processes of an organization, creating operating efficiencies, understanding/designing work flows, while simultaneously focusing on future initiative and their impact to both the unit and the Firm as a whole. Responds to and resolves operations and services complaints, working with Litigation or Compliance personnel, received from clients or regulators. Responsible for identification, follow up, escalation and reconciliation of compliance and other risk matters, and partnering with CBRU and Legal when appropriate. Responsible for facilitating the supplemental compensation contract process between the Financial Advisors and Client Associate on an on-going basis. In partnership with OMT, responsible for reassigning accounts. Ability to monitor, assess, execute and address client needs in an effort to ensure overall service satisfaction, retention and acquisition. Liaison to various service and operational partners to drive client satisfaction opportunities.
Managerial Responsibilities:This position may also have responsibilities for managing associates. At Bank of America, all managers at this level demonstrate the following responsibilities, in addition to those specific to the role, listed above.
- Opportunity & Inclusion Champion: Models an inclusive environment for employees and clients, aligned to company Great Place to Work goals.
- Manager of Process & Data: Demonstrates deep process knowledge, operational excellence and innovation through a focus on simplicity, data based decision making and continuous improvement.
- Enterprise Advocate & Communicator: Communicates enterprise decisions, purpose, and results, and connects to team strategy, priorities and contributions.
- Risk Manager: Ensures proper risk discipline, controls and culture are in place to identify, escalate and debate issues.
- People Manager & Coach: Provides inspection, coaching and feedback to motivate, differentiate and improve performance.
- Financial Steward: Actively manages expenses and budgets in alignment with objectives, making sound financial decisions.
- Enterprise Talent Leader: Assesses talent and builds bench strength for roles across the organization.
- Driver of Business Outcomes: Delivers results by effectively prioritizing, inspecting and appropriately delegating team work.
Required Qualifications:- Currently hold Series 7 and 66 (or Series 63 and 65), Series 9 and 10 (or Series 8) or equivalent licenses
- Series 3, 31 licenses, if warranted
- Minimum of five years of professional experience
Skills:- Compensation Analysis
- Performance Management
- Process Performance Management
- Referral Management
- Workforce Planning
- Due Diligence
- Internal Audit Review
- Leadership Development
- Recruiting
- Risk Management
- Client Management
- Customer Service Management
- Employee Counseling
- Succession Planning
- Trade Operations Management
Minimum Education Requirement: High School Diploma / GED / Secondary School or equivalent
Internal employees who are currently working from home are still eligible to
apply. However, if selected for the role, you may be required to work onsite in accordance with the workplace excellence policy.
Shift:1st shift (United States of America)
Hours Per Week: 40
Pay Transparency detailsUS - IL - Chicago - 110 N Wacker Dr - Bank Of America Tower Chicago (IL4110)
Pay and benefits information
Pay range
$115,000.00 - $160,000.00 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.
