Client Communications Leader

Truist • Charlotte, NC

23h

About The Position

The Client Communications Leader plays a critical role in leading, developing, implementing, and evaluating enterprise-wide client communication strategies to enhance client satisfaction, retention, and engagement. This role is responsible for owning an enterprise policy that is the framework for non-marketing client communications to ensure they are accurate, professional, and aligned with Truist branding and objectives

Requirements

• Bachelor’s degree, or equivalent education and related training
• 10+ years of senior management experience in financial services, project management, quality management or strategy development with broad business perspective and sound business judgment
• Ability to lead diverse project teams, which includes a wide array of complex, operational, functional, technical and analytical skill sets
• A proven ability to adapt to change and manage multiple projects concurrently and to act as a steward over projects and investments
• Experience in understanding and working with legal, compliance, audit, risk and regulatory agencies
• Proven ability to lead and make sound decisions
• Proven ability to effectively interact with Executive Leadership, senior management and team members at all contribution levels within the organization
• Proven ability to adapt to change and manage multiple projects concurrently
• Strong organizational and networking skills
• Excellent written and verbal communication skills, including effective and diplomatic negotiation skills
• Proficiency in using communications technology such as email platforms and Microsoft Office Suite
• Soft Skills: Detail-oriented, strong organizational and project management skills, ability to manage multiple priorities in a fast-paced environment, and a client-centric mindset

Nice To Haves

• Bachelor’s degree in Communications, Marketing, or English
• Experience in Financial Services industry, or agency experience

Responsibilities

• Strategic Leadership & Alignment: Lead and direct the client servicing communications team and serve as the primary point of contact for business leaders to ensure client communications strategies align with organizational objectives. Act as a trusted advisor, providing strategic guidance and fostering strong partnerships across the enterprise.
• Team Oversight and Collaboration: Lead and mentor the communications team, driving collaboration with cross-functional partners, including marketing, product, channel, and support teams, to deliver consistent messaging and timely, accurate information.
• Content Governance and Quality Assurance: Oversee the development and approval of high-quality client-facing communications, ensuring accuracy, clarity, and adherence to brand and compliance standards for service updates and incident notifications.
• Process Optimization & Innovation: Continuously improve communication workflows, processes, and governance frameworks to enhance efficiency, scalability, and effectiveness.
• Policy Ownership: Maintain and enforce the Truist Client Servicing Communications policy, ensuring compliance and alignment with regulatory and organizational standards.
• Performance Measurement & Insights: Establish and monitor key performance indicators (KPIs) for client communications. Deliver actionable insights and recommendations to executive leadership to drive continuous improvement and business impact

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: Mid Level