Business Connect Navigator Team Leader

Truist • Orlando, FL

1d • Hybrid

About The Position

Business Connect focuses on delivering Truist to a segment of Commercial Community Bank clients through a virtual delivery environment, providing for an easier method of contact, expertise, and servicing. The Business Connect Navigator Team Leader II will manage a team of Business Connect Navigator Is and IIs that may be geographically non-centralized, monitoring all aspects of their productivity and workload including but not limited to complex request completion, fraud processing, due diligence and compliance requirement processing, referral volume and internal partner follow-through. The Team Leader is accountable for driving productivity and meeting client experience goals for Business Connect. The Team Leader is responsible for exhibiting key behaviors that align with Truist Code of Ethics and support risk management culture, exercising sound judgment and executing assigned responsibilities with integrity and honesty.

Requirements

• Seven or more years of related financial services or business banking experience including treasury operations, sales and/or credit operations experience or Bachelor’s degree in Accounting, Finance or related field
• Three or more years of management experience
• Subject matter expert in business banking products, lending, cash cycle, sales process, and remaining current on market/industry/business knowledge
• Demonstrated conflict resolution and relationship-building skills with clients, team, management, and partners
• Excellent verbal and written communication skills and attention to detail
• Advanced knowledge of related systems and processes
• Proficiency in basic computer applications including Microsoft Office and virtual connectivity software

Nice To Haves

• Bachelor’s degree in Accounting, Finance or related field
• Proficiency in the following competencies: Business acumen, interpersonal savvy, priority setting, dealing with complex interactions and problem solving

Responsibilities

• Align with and embody Truist’s purpose, mission, value statement and the Business Connect value proposition of “Ease, Expertise, Care”
• Drive productivity and responsive resolution of service requests, specifically more complex requests Navigators have been assigned to
• Coach and motivate team to achieve business objectives and results, while fostering an environment in which the mission-purpose-values are engrained in day-to-day interactions including development, and performance management of direct reports that result in meeting / exceeding monthly performance metrics
• Manage and understand teammate capacity and workflows and level-load across Navigators as needed
• Understand technology components significant to the virtual model and escalate issues promptly to support minimal negative client impact
• Maintain positive partnership with Business Connect Squad Leaders, product and solution partners, operational partners and support center teams
• Coach and motivate team to achieve business objectives and results, while fostering an environment in which the mission-purpose-values are engrained in day-to-day interactions including development, and performance management of direct reports
• To create, encourage, and support an inclusive and energizing environment with the goal of inspiring happy and engaged teammates
• Identify and recruit talent that may be well suited for Navigator I and IIs roles for future state
• Maintain current awareness of Truist capabilities and solutions, polices and processes to appropriately mentor and train team
• Maintain a focus on risk management activities through leading compliance and ensure all teammates understand and adhere to all relevant policies and procedures
• Manage and escalate concerns promptly and as appropriate. Mitigations should align to acceptable guidelines as indicated in Policy
• Partners with senior management to assess operational challenges and analyze needed changes in strategy
• Coordinates Teammate Onboarding and New Hire Training facilitation for the Navigator Team
• Span of Control (include # direct reports): Span of control generally includes approximately 10 direct reports
• Decision-Making and Autonomy: High degree of autonomy in decisions. Decisions and solutions impact the entire department
• Problem Complexity: Develops solutions to the most complex problems impacting the client. Assigned large clients
• Leadership / Influencing / Negotiating / Persuading: Directs long term goals
• Project or Program Management: Yes. This position leads ad hoc projects, provides change management support and/or takes on special tasks as assigned

Benefits

• 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.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 5,001-10,000 employees