Senior Operations Consultant- Promotions Program Office

Truist•Charlotte, NC

1d•Onsite

About The Position

The Promotions Senior Operations Consultant is responsible for driving assigned operational, servicing, readiness, risk/control, and reporting activities for the Promotions Program Office, ensuring consistent execution and compliance with applicable standards. Acting as a liaison between operational, compliance, Promotions Servicing, Product, Marketing, Channel, Risk, and execution teams, this role supports process design, escalation handling, issue analysis, change readiness, documentation administration, risk management, and continuous improvement efforts. This position will also manage assigned standard operating procedures (SOPs), process documentation, training materials, readiness checklists, and teammate guidance, ensuring adherence to internal Truist policy, governance expectations, and industry best practices. Additionally, this role will collaborate with cross-functional partners at various levels to improve servicing workflows, provide recommendations on promotional offer operations, and monitor risk-related compliance measures through reporting, analysis, and tracking routines.

Requirements

Bachelor’s degree in Marketing, Communications, Business Administration, Operations Management, Risk Management, Organizational Psychology, or related field, or equivalent education and related training
Five years of related experience or an equivalent combination of education and experience
In-depth knowledge, understanding, and demonstrated expertise of principles, practices, theories, and/or methodologies associated with operations management, program support, process management, change readiness, market and performance management, analytics, documentation, and risk/control support
Experience in implementing organizational redesign and transitioning manual environment to a system driven workflow driven environment
Experience managing or leading projects or project work streams, including change management/implementation and adoption
Knowledge of the financial service industry's competitive landscape and the factors that differentiate Truist and its competitors in the market
Ability to interpret and explain complex information to a range of audiences and build consensus among different and diverse stakeholders
Ability to provide direction, coaching and mentor experienced teammates
Experience with Organizational Behavior and Change Management as part of a Scalability and/or Organizational redesign project
Fluent in Excel and PowerPoint, preparing and presenting presentations to senior level teammates

Responsibilities

Drive assigned promotions servicing processes and tracking routines, serving as a Point of Contact and liaison to the Promotions Servicing Team and operational execution teams throughout the organization.
Influence and support design and updates of servicing processes, including escalations and inquiries, advising on organizational alignment of resources, processes, documentation, and performance to support optimal client and teammate experience.
Support servicing, readiness, and implementation activities related to promotions and/or promotion ecosystem capability updates in alignment with Channel, Product, Marketing, Readiness, and Promotions Servicing partners.
Design, create, maintain, and manage assigned Standard Operating Procedures (SOPs), process flows, templates, tools, checklists, and related documentation for promotions.
Design, create, maintain, and manage assigned training documentation, teammate guidance, and job aids for the promotions capability, workflow tools, and escalation processes.
Train associates on standard operating procedures, process updates, platforms, and escalation routines, ensuring changes are communicated, understood, and adopted.
Collaborate with cross-functional and Promotions Program Office partners for training/process and continuous improvement opportunities.
Assist in the ongoing development and implementation of risk and control design and execution to minimize risk in promotion operations by understanding and adhering to regulations related to promotional offers and proactively fostering collaboration with Legal, Compliance, Tax, DCXM Governance, and Promotion Program partners. Serve as liaison or Point of Contact as assigned.
Assist in the management of day-to-day operational processes including, but not limited to: ensuring team use of workflow tools, checklists, readiness routines, documentation standards, and timelines to support error-free and on-time offer delivery; contributing as a SME to team projects including but not limited to promotions, risk management, capability enhancements, process design and improvement, change management impact, documentation, and development of new promotional capabilities; identifying, recommending, documenting, and tracking improvement opportunities to increase efficiencies, improve servicing outcomes, and minimize risk; supporting implementation of efficiency and effectiveness measures and managing and/or providing guidance on assigned risk mitigation initiatives, QC checks, evidence gathering, issue tracking, and control readiness activities; managing assigned promotional requests and providing recommendations to Promotions Manager on capacity, capability, documentation, readiness, or roadmap intake needs to facilitate new requests.
Identify, develop, and implement key measures to complement KPI and KRI tracking and provide insights on operational performance, servicing trends, enhancement needs, and risk analysis; create summary-level reporting for socialization with internal clients, Promotions Program Office leadership, and other stakeholders as required; lead sales error and complaint analysis and reporting and provide recommendations for process, servicing, training, promotion design, and promotion tool functionality enhancements; track risks related to teammate execution, readiness, servicing, and operational processes and provide recommendations for channel training or process updates; ensure data and documentation are available for summary-level reporting as necessary for risk-related projects, issue management, control readiness, and/or KPI/KRI reporting.