Wholesale Payments Client Success Team Leader

Truist Bank•Charlotte, NC

10d•Onsite

About The Position

A leadership position responsible for managing an industry-leading group that delivers Wholesale Payments solutions to clients. This role is critical in improving client relationships and supporting profitable growth. The Team Leader I supports the vision, strategic direction and execution of Wholesale services and continuous improvement of the client experience. The Team Leader I ensures the accurate execution and/or resolution of issues related to various wholesale services. They act as the point of escalation, partnering with other leaders. The Team Lead I is responsible for leading the group, encouraging collaboration within the team and with business partners, and supports teammate engagement and inclusion within Client Success. The Team Lead I is responsible for developing and maintaining effective risk controls through documented procedures and job aids for Client Success as well as key performance, and governance routines. They support Wholesale Payments in identifying and implementing efficiencies in the products end to end onboarding, and/or client experience. Work is independent and self-directed, with guidance in complex situations.

Requirements

Bachelor’s degree in business, Accounting or related field or equivalent work experience.
Five or more years of financial services or related work experience.
Demonstrated leadership abilities, innovation, and performance within a production environment.
Demonstrated experience in partnering with diverse teams based in various regional locations.
Ability to manage and negotiate with senior leadership and alliance relationships.
Strong interpersonal skills and an ability to build relationships, display organizational savvy, leverage networks, and value diversity.
Strong ability to provide positive client experience.
Ability to translate strategic priorities into operational expectations; drive organizational and cultural changes needed to adapt to new approaches, enhanced technology, and corporate initiatives.
Knowledge of risk and controls, and operational risk management methodologies; Knowledge regulatory and compliance requirements.
Critical thinking skills: ability to synthesize complex information to communicate effectively with associates at all levels.
Demonstrated advanced skills in computer applications, such as Microsoft Office Suite.

Nice To Haves

Degree in Finance, Accounting, Business, Engineering, or another related field.
Prior management experience with leading a diverse production team.
Previous experience and knowledge in Wholesale Payments.
Training, certifications, or additional education related to banking.
Experience with project management or Six Sigma certification.

Responsibilities

Provides support to the team while partnering with other teams to improve processes, roll out new features/products and advance business initiatives that have financial impacts to Truist.
Influences timelines, expectations, and proactively negotiates across departments and sometimes functional management.
Maintains open partnerships with Lines of Business, Product, and other stakeholders to provide mutual feedback on business processes and opportunities for improvement.
Assists in developing and implementing short-term strategic goals for Wholesale Payments with the view of delivering operational excellence. Communicate overall purpose, mission and values to ensure teammate alignment and effective execution.
Participates as a subject matter expert for quality and efficiency projects and activities surrounding continuous best practices, and quality improvement. Assist in development of processes and create procedures to effectively meet or exceed client expectations. Communicate updates and changes to the team as needed.
Develop and maintain effective risk governance and operational risk management systems and processes to manage risk and safeguard assets.
Directs support to the Wholesale Payments products and solutions, managing capacity needs, meeting, or exceeding established service levels, and driving client satisfaction.
Utilizes problem-solving, partnership, communications, persuasion, and negotiation skills to achieve desired results.
Researches, suggests, and promotes more efficient processes to improve quality, enhance client satisfaction, and reduce costs.
Responsible for talent related activities including recruitment, retention, career development, performance management, salary administration, promotions, transfers, succession planning, training, coaching and terminations within established policies and guidelines.