Merchant Services Financial Ops. Business Leader

Truist•Wilson, NC

1d•Onsite

About The Position

The position is for the Merchant Services Financial Operations team. This role involves leading and coordinating a team of business analysts to identify and resolve client, processor, and network issues, meeting or exceeding client and teammate expectations. It also includes using common theme and root-cause analysis to identify process improvement opportunities and engaging with various internal teams and external partners to guide the implementation of enhancements.

Requirements

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

Nice To Haves

Thorough knowledge of card issuing and operating systems
Credit card processing knowledge/experience
Strong knowledge of card industry laws and regulations
Master's Degree in Business Administration or equivalent education and related training

Responsibilities

Provide direction and support to a team of business analysts, assigning issues based on fit and capacity.
Ensure analysts receive necessary training through regular team meetings and one-on-one discussions.
Manage multiple issues and routine team activities.
Promote a One Team mindset aligned with Truist's Purpose, Mission, and Values.
Utilize sourcing, selection of key talent, performance management, succession planning, and rewards/recognition to build and maintain a strong team.
Collaborate with Business Unit Risk (BURM), Compliance, Legal, Product Experience, Product Owners, and Servicing Partners to gain consensus on issue priority and resolution.
Ensure high-priority issues receive appropriate visibility and are fully resolved in a timely manner.
Negotiate with business partners to secure necessary resources (e.g., IT Support, Operational Support).
Ensure all risks associated with issues are identified and captured in approved tracking applications.
Evaluate issue severity and prioritize resolution, communicating regularly with business partners to re-prioritize based on regulatory and client impact.
Work with Risk, Legal, and Compliance to ensure regulatory issues are captured as Archer findings.
Develop business and technical requirements for remediation efforts with internal and external IT partners.
Validate data for accuracy.
Engage appropriate partners to create client communication for account-level remediation.
Provide necessary documentation for issue closure.
Use root-cause analysis to drive client-centric solutions that resolve issues and prevent recurrence.
Recommend process and system enhancements to improve client and teammate experiences while mitigating risk.
Review completed issue resolutions to ensure intended outcomes.
Create Policy and Procedures for short-term fixes managed within the team.
Work within established project management processes for resolutions requiring IT changes or system updates.
Collaborate with Fraud, Contact Center, Retail Community Bank Branch Network, Digital, and client advocates to ensure focus on delivering a perfect client experience, especially in 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.
Engage with external partners to ensure service levels and service excellence are maintained.
Represent the Platform Integration and Product Experience Team on assigned organizational projects.
Understand Team roles and responsibilities for appropriate task and decision hand-offs.
Maintain a strong knowledge of applicable laws and regulations.
Demonstrate strong leadership, motivational, and interpersonal skills.
Utilize strong written and oral communication skills to communicate complex issues across all levels of Truist.