Job Description:
Bromley - UK
Location: EMEA
Job Title: Team Leader – Trade Services
Corporate Title: Up to Vice President
Location: Bromley
Company Overview:
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!
Location Overview:
Join our bustling Bromley office, situated in one of London’s greenest boroughs. Here you’ll find plentiful and easy commuting routes, with central London just 15 minutes away by train.
Job Description:
To support the continued development of our Trade Finance team and meet evolving business needs, we are seeking a Team Leader to join our Client Services group. You will support a team of six associates who provide high-quality client service to Trade Finance clients across the EMEA region. This role brings together people development, workflow management, client engagement, operational oversight and continuous improvement, helping the team deliver a consistent client experience while meeting operational and risk management objectives.
Responsibilities:
- Support and guide a team of six associates within the Client Services and Registration & Distribution functions, creating a collaborative, inclusive and client-focused environment.
- Provide day-to-day guidance, coaching and development opportunities for team members, encouraging engagement, shared accountability and consistent performance.
- Monitor team workflows, capacity and service levels, supporting the timely and accurate resolution of client enquiries and balanced workload distribution across the team.
- Review monthly operational metrics, including email volumes, phone statistics, service-level adherence, productivity and quality indicators, and use these insights to support continuous improvement.
- Set clear expectations and support individual and team performance objectives, ensuring adherence to procedures, controls and client service standards.
- Support the team in responding to a broad range of Trade Finance client enquiries and managing client expectations through regular communication and updates.
- Address challenges, barriers and escalations in a constructive and professional manner, escalating matters where they may affect client experience, operational performance or risk management.
- Apply industry and product knowledge to build positive client relationships and manage risk throughout the servicing lifecycle.
- Work closely with Sales, Product, Operations, Technical Support and Fulfilment teams to provide a seamless and consistent client experience.
- Collaborate with business partners to support new client onboarding, client education and Trade Finance learning activities.
- Contribute to Operational Excellence by identifying opportunities to simplify processes, improve oversight, enhance efficiency and support an effective operating environment.
- Follow internal policies, risk frameworks and regulatory requirements, with continued attention to operational risk management and client satisfaction.
What we are looking for:
- Experience leading, supporting or supervising a diverse team
- Experience in client service or another client-facing environment
- Experience working in an operational environment
- Knowledge of Trade Finance products
- A commitment to learning, development and continuous improvement
Skills that will help:
- A recognised CDCS qualification is highly desirable for this role.
Benefits of working at Bank of America/UK:
• At Bank of America, we strive to prioritise employees’ health and wellbeing – it’s what makes us a Great Place to Work.
• Private healthcare for you and your family plus an annual health screen to help you manage your physical wellness with the option to purchase a screen for your partner
• Competitive pension plan, life assurance and group income protection cover if you become unable to work as a result of a disability or health reasons
• We offer 26-weeks paid maternity leave, 16-weeks paid paternity leave and inclusive family leave arrangements for working parents and carers including 20 days of back-up childcare including access to school holiday clubs and 20 days of back-up adult care per annum
• The ability to change your core benefits as well as the option of selecting a variety of flexible benefits to suit your personal circumstances including access to a well-being account, travel insurance, critical illness, cycle to work etc.
• Use of a flex fund to use towards benefits
• Access to an emotional wellbeing helpline, and virtual GP services
• Access to the Peppy App which provides 1:1 support, consultations and resources relating to men’s health, women’s health, fertility, menopause and pregnancy & parenthood
• Access to a range of gyms, exercise classes and wellbeing Apps through Wellhub, including Headspace and Calm
• Opportunity to give back to your community, develop new skills and work with new groups of people by volunteering in your local area
Bank of America:
Good conduct and sound judgment is crucial to our long-term success. It’s important that all employees in the organisation understand the expected standards of conduct and how we manage conduct risk. Individual accountability and an ownership mind-set are the cornerstones of our Code of Conduct and are at the heart of managing risk well.
“We are an equal opportunities employer and ensure that no applicant is subject to less favourable treatment on the grounds of sex, gender identity or gender reassignment, marital or civil partner status, race, religious or similar philosophical belief, political opinion, colour, nationality, ethnic or national origins, age, sexual orientation, pregnancy or maternity, socio-economic background, responsibility for dependants or physical or mental disability. The Bank selects candidates for interview based on their skills, qualifications and experience.”
We strive to ensure that our recruitment processes are accessible for all candidates and encourage any candidates to tell us about any adjustment requirements.