1+ months

Central Resource Desk Team Manager

Hunt Valley, MD 21065
Central Resource Desk Team Manager

Hunt Valley, Maryland

**Job Description:**

Are you looking to broaden your leadership expertise and put your stamp on deploying a new contact center team? The Merrill Edge Central Resource Desk is an exciting new opportunity in our rapidly expanding business that is looking for highly talented leaders who would love a role in leading a team of specialists with a focus on delivering operational solutions to our internal partners and clients. The Central Resource Desk brings together the expertise of the Middle Office and Investment Center via a phone based channel to help front line associates care and deliver for their clients needs in one place. The Central Resource Desk provides elevated support of operational requests for all Merrill Edge home office teams to ensure client request resolution is handled seamlessly. The team consisting of both licensed and non-licensed experts provides point of call resolution, a research/escalation resource, partnership with process specialists, and proactive support on a multitude of fronts for the home office associates.

Partner and own relationships within the business!

Our Central Resource Desk managers not only lead a team of highly skilled associates but they are also responsible for building strategic relationships with our business partners focusing on simplifying processes, building a more robust knowledge management system, along with strengthening our training program.

As a Central Resource Desk Manager, you can look forward to

+ Leading a team of experts keeping in focus talent development, business ownership, scope expansion, business partner influence, and risk management

+ Coaching, training and developing all associates through actions plans, team meetings, group huddles, and one on one conversations

+ Delivering on performance goals, such as quality assurance, quality control, and client satisfaction

+ Exhibiting critical thinking / problem solving skills to immediately address escalated client issues

+ Developing an expert knowledge of internal policies, procedures and processes to ensure the most flawless and seamless execution for client needs

+ Working seamlessly across all Enterprise and Preferred business lines to deliver a world-class client experience

+ Collaborating with other leadership peers to improve processes that impact both the client and associate experience

+ Building the culture of a recently deployed team while enhancing the desk model and offering

Required Skill Set:

+ Series 7 and Series 66 is required; Series 9 and 10 also required but if not currently held, must be obtained within 120 days

+ 2-3 years Merrill Edge leadership experience

+ Knowledge of the full suite of Merrill Edge products, applications, policies, and procedures

+ Displays sound judgment and crafts good business decisions for associates, clients, and shareholders

+ Exceptional problem resolution and relationship management skills

+ Proven ability to coach and motivate others with a passion for excellence and willingness to exceed expectations

+ Superior client service proficiency including excellent verbal, written and listening skills

_Enterprise Role Overview;_

_The associate manages a diverse team of 20+ non-exempt, Series 7/66 registered Multi-Product Specialists involving high financial and regulatory risk exposure._


1st shift (United States of America)

**Hours Per Week:**


Learn more about this role

Full time


Manages People: Yes

Travel: No


Talent Acquisition Contact:

Referral Bonus:

Bank of America and its affiliates consider for employment and hire qualified candidates without regard to race, religious creed, religion, color, sex, sexual orientation, genetic information, gender, gender identity, gender expression, age, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law, and as such affirms in policy and practice to support and promote the concept of equal employment opportunity and affirmative action, in accordance with all applicable federal, state, provincial and municipal laws. The company also prohibits discrimination on other bases such as medical condition, marital status or any other factor that is irrelevant to the performance of our teammates.

To view the "EEO is the Law" poster, CLICK HERE at https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf .

To view the "EEO is the Law" Supplement, CLICK HERE at https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf .

Bank of America aims to create a workplace free from the dangers and resulting consequences of illegal and illicit drug use and alcohol abuse. Our Drug-Free Workplace and Alcohol Policy (Policy) establishes requirements to prevent the presence or use of illegal or illicit drugs or unauthorized alcohol on Bank of America premises and to provide a safe work environment.

To view Bank of Americas Drug-free workplace and alcohol policy, CLICK HERE .


  • Banking / Finance
Posted: 2020-04-23 Expires: 2020-06-21

Success begins with building relationships.

At Bank of America, our customers are at the center of everything we do. Our focus is on helping each one find the right financial solutions. With a wide range of career opportunities available, we invite you to realize your career goals with us while assisting customers with what matters most to them.

Welcome to Careers at Bank of America.

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Central Resource Desk Team Manager

Bank of America
Hunt Valley, MD 21065

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