Senior Operations Consultant- Promotions Program Office

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Regular or Temporary:

Regular

Language Fluency: English (Required)

Work Shift:

1st shift (United States of America)

In accordance with Truist in-office policy this role will be in office 5 days/week.

The Promotions Senior Operations Consultant is responsible for driving assigned operational servicing readiness risk/control and reporting activities for the Promotions Program Office ensuring consistent execution and compliance with applicable standards. Acting as a liaison between operational compliance Promotions Servicing Product Marketing Channel Risk and execution teams this role supports process design escalation handling issue analysis change readiness documentation administration risk management and continuous improvement efforts. This position will also manage assigned standard operating procedures (SOPs) process documentation training materials readiness checklists and teammate guidance ensuring adherence to internal Truist policy governance expectations and industry best practices. Additionally this role will collaborate with cross-functional partners at various levels to improve servicing workflows provide recommendations on promotional offer operations and monitor risk-related compliance measures through reporting analysis and tracking routines.

Job Description

ESSENTIAL DUTIES AND RESPONSIBILITIES
Following is a summary of the essential functions for this job. Other duties may be performed both major and minor which are not mentioned below. Specific activities may change from time to time.
Core responsibilities
1. Drive assigned promotions servicing processes and tracking routines serving as a Point of Contact and liaison to the Promotions Servicing Team and operational execution teams throughout the organization.
2. Influence and support design and updates of servicing processes including escalations and inquiries advising on organizational alignment of resources processes documentation and performance to support optimal client and teammate experience.
3. Support servicing readiness and implementation activities related to promotions and/or promotion ecosystem capability updates in alignment with Channel Product Marketing Readiness and Promotions Servicing partners.
4. Design create maintain and manage assigned Standard Operating Procedures (SOPs) process flows templates tools checklists and related documentation for promotions.
5. Design create maintain and manage assigned training documentation teammate guidance and job aids for the promotions capability workflow tools and escalation processes.
6. Train associates on standard operating procedures process updates platforms and escalation routines ensuring changes are communicated understood and adopted.
7. Collaborate with cross-functional and Promotions Program Office partners for training/process and continuous improvement opportunities
9. Assist in the ongoing development and implementation of risk and control design and execution to minimize risk in promotion operations by understanding and adhering to regulations related to promotional offers and proactively fostering collaboration with Legal Compliance Tax DCXM Governance and Promotion Program partners. Serve as liaison or Point of Contact as assigned.
10. Assist in the management of day-to-day operational processes including but not limited to: a. Ensure team use of workflow tools checklists readiness routines documentation standards and timelines to support error-free and on-time offer delivery. b. As a SME contribute to team projects including but not limited to promotions risk management capability enhancements process design and improvement change management impact documentation and development of new promotional capabilities. c. Identify recommend document and track improvement opportunities to increase efficiencies improve servicing outcomes and minimize risk. d. Support implementation of efficiency and effectiveness measures and manage and/or provide guidance on assigned risk mitigation initiatives QC checks evidence gathering issue tracking and control readiness activities. e. Manage assigned promotional requests and provide recommendations to Promotions Manager on capacity capability documentation readiness or roadmap intake needs to facilitate new requests. Reporting & Performance Management
11. Identify develop and implement key measures to complement KPI and KRI tracking and provide insights on operational performance servicing trends enhancement needs and risk analysis. a. Create summary-level reporting for socialization with internal clients Promotions Program Office leadership and other stakeholders as required. b. Other critical measurement activities include: c. Lead sales error and complaint analysis and reporting and provide recommendations for process servicing training promotion design and promotion tool functionality enhancements. d. Track risks related to teammate execution readiness servicing and operational processes and provide recommendations for channel training or process updates. e. Ensure data and documentation are available for summary-level reporting as necessary for risk-related projects issue management control readiness and/or KPI/KRI reporting.

Qualifications
Required Qualifications
The requirements listed below are representative of the knowledge skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Bachelors degree in Marketing Communications Business Administration Operations Management Risk Management Organizational Psychology or related field or equivalent education and related training

Five years of related experience or an equivalent combination of education and experience

In-depth knowledge understanding and demonstrated expertise of principles practices theories and/or methodologies associated with operations management program support process management change readiness market and performance management analytics documentation and risk/control support

Experience in implementing organizational redesign and transitioning manual environment to a system driven workflow driven environment

Experience managing or leading projects or project work streams including change management/implementation and adoption

Knowledge of the financial service industrys competitive landscape and the factors that differentiate Truist and its competitors in the market

Ability to interpret and explain complex information to a range of audiences and build consensus among different and diverse stakeholders

Ability to provide direction coaching and mentor experienced teammates

Experience with Organizational Behavior and Change Management as part of a Scalability and/or Organizational redesign project

Fluent in Excel and PowerPoint preparing and presenting presentations to senior level teammates

General Description of Available Benefits for Eligible Employees of Truist Financial Corporation: All regular teammates (not temporary or contingent workers) working 20 hours or more per week are eligible for benefits though eligibility for specific benefits may be determined by the division of Truist offering the offers medical dental vision life insurance disability accidental death and dismemberment tax-preferred savings accounts and a 401k plan to teammates. Teammates also receive no less than 10 days of vacation (prorated based on date of hire and by full-time or part-time status) during their first year of employment along with 10 sick days (also prorated) and paid holidays. For more details on Truists generous benefit plans please visit our Benefits site. Depending on the position and division this job may also be eligible for Truists defined benefit pension plan restricted stock units and/or a deferred compensation plan. As you advance through the hiring process you will also learn more about the specific benefits available for any non-temporary position for which you apply based on full-time or part-time status position and division of work.

Truist is an Equal Opportunity Employer that does not discriminate on the basis of race gender color religion citizenship or national origin age sexual orientation gender identity disability veteran status or other classification protected by law. Truist is a Drug Free Workplace.

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