Promotions Program Manager - Operations & Servicing

Truist•Charlotte, NC

1d•Onsite

About The Position

Manage the operations, servicing, governance, and risk/control framework of the promotions capability portfolio responsible for enabling consistent, scalable, and well-controlled delivery of promotional offers. Lead and/or coordinate work-streams across the Promotions Program Office, product, marketing, channel management, servicing, risk, governance, compliance, and other areas to improve operational capabilities, process discipline, teammate readiness, and efficiencies within the program. Set the program direction and communicate individual and team priorities.

Requirements

Bachelor’s degree in Marketing, Communications, Business Administration, Operations Management, Risk Management, Organizational Effectiveness, or related field, or equivalent education and related training
Seven years of related experience or an equivalent combination of education and experience
Deep specialized (SME) and/or broad knowledge within promotions operations, program governance, process management, marketing operations or related discipline; sound and comprehensive understanding of business and organizational strategies and processes managing a process
Ability to interpret internal and external business challenges and implement best practices to improve products, processes, controls, or services
Ability to lead projects of significant complexity and risk exposure, in addition to leading a team of professionals
Ability to exercise independent judgment in solving technical, operational, risk/control, and organizational challenges in the context of business objectives and priorities
Sophisticated analytical skills and the ability to solve complex technical and business problems
Ability to influence others to adopt a new perspective
Knowledge of the industry's competitive landscape and an understanding of the market, operational, and regulatory factors that shape the industry

Nice To Haves

MBA degree
Seven years of marketing operations, financial services, or regulated program experience
Experience in directly managing others
General Understanding of Agile Practices, workflow platforms, and operational risk management.

Responsibilities

Manage a significant portion of the overall promotions operations and servicing framework supporting the promotions capabilities portfolio and ensure that promotion-related processes, tools, documentation, governance routines, and resources enable consistent and controlled execution. Ensure team and individual deliverables are focused on and prioritized to achieve operational, risk, control, and program goals for the line of business.
Advise operations and servicing leaders within the department on new and emerging needs for process design, change readiness, escalation paths, and documentation to ensure new promotions and capabilities are launched with minimal risk and focused on optimal client and teammate experience.
Assist Group Senior Manager in partnering with key functional management within the Promotions Program Office and across product, marketing, lines of business, channels, IT, servicing, risk, governance, and other areas to develop and implement operational initiatives, readiness routines, and capability enhancements that support effective promotion delivery.
Make recommendations on development priorities for the overall Promotions roadmap and to augment promotions capabilities, including operational, servicing, documentation, risk/control, and continuous improvement needs. May manage third party dependencies.
Lead conversations with analytics, channel managers, servicing partners, and internal stakeholders to define operational measures that complement KPI/KRP tracking, assess operating model performance, and provide insights on process effectiveness, servicing trends, risk indicators, and improvement opportunities. Report regularly to internal clients, Promotions Program leadership, and other stakeholders as required.
Minimize risk in promotion design and delivery by understanding regulations and control expectations related to promotional offers and proactively fostering collaboration with Legal, Compliance, Tax, DCXM Governance, and Promotions Program Management leads to guide and implement risk improvements in promotion processes, platforms, controls, documentation, and design.
Safeguard and improve departmental processes to further scale performance in promotions intake, readiness, servicing, governance, design, set up, fulfilment, issue escalation, and control readiness.
Through thought leadership, be an influencer in operational, servicing, governance, and capability discussions with internal and external partners and as an authoritative communicator with senior management.
Contribute new and trending ideas to operating model improvements, process enhancements, servicing practices, risk mitigation, and promotional capabilities by staying abreast of promotion operations and best practices within and outside the financial services industry.