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Regular or Temporary:

Regular

Language Fluency:  English (Required)

Work Shift:

1st shift (United States of America)

Please review the following job description:

Lead and coordinate the efforts of a team of business analysts to identify and resolve client, processor and network issues in a manner and timeframe that meets or exceeds client and teammate expectations. Use common theme and root-cause analysis to identify process improvement opportunities. Engage with members of the Platform Integration and Product Experience Team, and with Operations, Technology, Legal, Compliance, Risk and third-party partners to inform and guide the implementation of enhancements.

Please note this role is for the Merchant Services Financial Operations team.

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. 

1. Team Leadership - Provide direction and support a team of business analysts. Assign issues to analysts based on best fit and capacity.  Ensure analysts receive necessary training to excellent resolution of issues by having regularly scheduled team meetings and one on one touch bases.  Manage multiple issues and routine team activities that make up the on-going scope of work. Live and promote the One Team mindset driven by Truist's Purpose, Mission and Values. Use sourcing, selection of key talent, performance management, succession planning and rewards and recognition to build and maintain a great team.

2. Collaborative Relationships - Collaborate with Business Unit Risk (BURM), Compliance, Legal, Product Experience, Product Owners and Servicing Partners to gain consensus on the relative priority of issues and their resolution, including remediation tasks and due dates.  Ensure high-priority issues receive appropriate visibility. Ensure all issues are fully resolved in a timely manner. Negotiate with business partners to secure necessary resources (i.e. IT Support, Operational Support, etc.). 

3. Risk Management - Ensure all risks associated with issues are identified and captured in approved tracking applications.  Evaluate the severity of issues and prioritize resolution:  regularly communicate with business partners to continuously (re-)prioritize issues based on regulatory and client impact. Work with Risk, Legal and Compliance to ensure that all regulatory issues are captured as an Archer finding. Work with key internal and external IT partners to develop business and technical requirements for all remediation efforts. Validate on-going and final data to ensure accuracy. Engage appropriate partners to create client communication (emails/letters) to address account level remediation. Provide necessary documentation to demonstrate issue closure.

4. Issue Resolution - Use root-cause analysis to drive client-centric solutions that will both resolve issues and prevent recurrence. Recommend process and system enhancements that will improve client and teammate experiences while mitigating risk. Review completed issue resolutions, and ensure that all outcomes are delivered as intended. Create appropriate Policy and Procedures for short-term fixes that are managed within the team. Work within established project management processes to open new projects for resolutions that require IT changes or system updates.

5. Product Experience - Collaborate with Fraud, the Contact Center, Retail Community Bank Branch Network, Digital, and client advocates within Truist to ensure focus is placed on a major moment of truth for Truist in delivering a perfect client experience:  appropriately responding to and resolving fraud and non-fraud card and electronic money movement disputes. Provide analysis in support of process changes and enhancements. Escalate client complaints to appropriate contacts in internal departments and with external partners. Engage with external partners to ensure that service levels and service excellence is maintained.

6. Project and Initiative Management - Represent the Platform Integration and Product Experience Team on organizational projects as assigned. Understand Team roles and responsibilities to be able to represent the team and to be able to hand off tasks and decisions appropriately. Understand the products and the product features for all of Card and Direct to Consumer Lending, including strategic initiatives, processor interfaces and association partnerships. Maintain a strong knowledge of applicable laws and regulations.

7. Communicate Effectively - Demonstrate strong leadership, motivational and interpersonal skills and model these qualities to direct reports, peers and upper management. Utilize strong written and oral communication skills to be able to communicate complex, and often ambiguous, issues and processes across all levels of Truist.

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.

1. Bachelor's degree or equivalent education and training
2. 8 - 10 years of progressive banking experience in operations or card management
3. 3 or more years of direct team lead or management experience
4. Excellent interpersonal and relationship management skills with the ability to influence, interact and communicate with all levels of the organization
5. Advanced analytical, cognitive, critical thinking and organizational skills (creative problem solving skills are a plus)
6. Effective communication skills: verbal, written, presentation and facilitation
7. Demonstrated proficiency in basic computer applications, such as Microsoft Office software products
8. Show high degree of comfort with ambiguity

Preferred Qualifications:
1. Thorough knowledge of card issuing and operating systems
2. Credit card processing knowledge/experience.
3. Strong knowledge of card industry laws and regulations
4. Master's Degree in Business Administration or equivalent education and related training

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 position. Truist 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 Truist’s generous benefit plans, please visit our Benefits site. Depending on the position and division, this job may also be eligible for Truist’s 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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