Client Migrations Leader

Truist Bank • Charlotte, NC

23h

About The Position

The Client Migrations Leader is an enterprise leader responsible for shaping, governing, and executing transformational client migration strategies across multiple business units. This role provides strategic direction for large‑scale client migrations. The Client Migrations Leader ensures all migration programs are delivered with excellence, minimizing client disruption, strengthening retention, protecting revenue, and enhancing the overall client experience.

This leader partners closely with senior stakeholders across Technology, Product, Operations, Client Experience, Risk, and revenue-generating organizations (i.e., Consumer, Wholesale), serving as the leader accountable for migration readiness, execution, communication, and performance outcomes.

Note: Client migrations refer to the process of moving clients, their accounts, and their related activities from one business segment, platform, system, or servicing model to another.

Requirements

• Bachelor’s degree, or equivalent education and related training
• 8+ years of experience in client migrations, implementations, program management, operations, or related fields.
• Demonstrated success leading enterprise-wide initiatives with significant client, regulatory, financial, or operational impact.
• Exceptional organizational, communication, and executive presentation skills.
• Exceptional ability to influence across senior leadership levels and drive alignment across large, complex organizations.
• Strong strategic thinking, change leadership, and structured problem-solving skills.
• Demonstrated ability to manage multiple priorities in a fast paced, high complexity environment.
• Proficiency with project management tools and Microsoft Office Suite.

Nice To Haves

• Bachelor’s degree in Business, Operations, Client Experience, Project Management, or related field.
• Experience in the Financial Services industry.
• Experience leading client facing or high impact change initiatives across large organizations.

Responsibilities

• Define the long-term vision, strategy, and roadmap for client migration initiatives across the enterprise that ensure consistent, efficient, and client‑centric migrations.
• Establish governance frameworks and operating models for consistent execution, risk management, prioritization, and cross functional alignment.
• Serve as an advisor to leadership on client impact considerations, change readiness, and strategic tradeoffs related to migrations.
• Champion a client centric approach to all migration activities, ensuring ease, clarity, and continuity throughout transitions.
• Establish mechanisms to monitor client sentiment, proactively manage friction points, and escalate emerging risks with urgency.
• Serve as the central leader and manage day to day execution of client migration programs, ensuring all milestones, dependencies, and risk mitigation steps are met.
• Establish governance routines, stand ups, and reporting to drive accountability and transparency across workstreams.
• Establish mechanisms to monitor client sentiment, proactively manage friction points, and escalate emerging risks with urgency.
• Partner with Client Communications and frontline service teams to prepare clear guidance, FAQs, client outreach, and servicing protocols.
• Identify and mitigate migration related risks, including operational, regulatory, and client impact risks.
• Validate readiness of systems, servicing teams, training, and operational processes before migration launches.
• Ensure all compliance, legal, and audit requirements are met throughout the migration lifecycle.
• Track KPIs and migration performance metrics including client satisfaction, call drivers, defect rates, conversion/retention outcomes, and operational impacts.
• Provide regular insights, dashboards, and executive updates to leadership.
• Capture lessons learned and embed best practices into future migrations, driving continuous improvement.

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
• Number of Employees: 5,001-10,000 employees