| Location | Charlotte, North Carolina |
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(accommodation requests only; other inquiries won't receive a response).Regular or Temporary:
RegularLanguage Fluency: English (Required)
Work Shift:
1st shift (United States of America)Essential Duties and ResponsibilitiesFollowing is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.
1 - Process Design: Design, development, and/or modify a process strategy in support of LOB business and product goals as well as specific EO&GS objectives to support client outcomes in alignment with business requirements for Retail Services. Engagement should deliver higher quality client outcomes and better team member experiences, faster.
1. Participate in cross functional team planning sessions with LOB partners to develop business and product strategies, goals & objectives and effectively translate those operating requirements into process capabilities
2. Document process maps of existing functions, activities, tasks into a standard process model and update model based on development changes
3. Incorporate effective preventative and detective controls into workflows to ensure adequate risk mitigation capabilities for each process
4. Align existing operations process models into upstream workflows to ensure appropriate connectivity with front and middle office
5. Ensure workflows capture data lineage/transformations/hand-offs to ensure that data is effectively integrated into process and data outcomes will be fit-for-purpose
6. Work with LOB product manager, Technology application managers, and rest of cross functional partners to evaluate new technology as enabler to process and client outcomes
2 - Process Development: Develop/construct process workflows for assigned processes leveraging design mapping/blueprint to support deployment into production environment. Development will include appropriate people, process, and technology components.
1. Work with LOB product mgr, Agile Product Owner, production leader, technology application mgr, BURM risk partner, etc. to align core functionality and development approach to process design
2. Create/provide client and user-centered detailed process specs to EPICS and User Stories for product features, functions, enhancements, defects, and operations
3. Participate in user validation activities as necessary and required and ensure that development outcomes align to process blueprint
4. Document business procedures as well as support the development of detailed desktop procedural tasks to support deployment
5. Manage or participate on program and/or project initiatives designed to deliver process capability
6. Support the establishment of a POC or pilot to validate process capabilities
3 - Process Implementation: Develop and manage implementation plans to support roll-out of people, process, technology changes into production environment for all assigned processes.
1. Support development of training materials to enable roll-out to back-office teams
2. Deliver training support, as requested/required to provide users with necessary knowledge to maximize process performance
3. Support establishment of routines/protocols to enable servicing of process outcomes for clients
4. Establish and implement measures, metrics, and SLA’s to support new processes/changes in existing processes
4 - Process Management & Control: Leverage measures, metrics, SLA’s and process engineering assessment and control approaches/tools to determine if assigned processes are performing as designed and within established expectations/tolerances.
1. Leverage analytics reporting to deep dive into performance output to understand process outcomes and to highlight unacceptable variation
2. Sit with production leaders/teams to evaluate team member process execution to understand output variation
3. Establish statistical control charts to define/isolate “out of control” measures
4. Work with analytics team and production leaders to develop key set of high-level dashboard measures to assess process and people production performance
5. Engage with cross functional partners (product, technology, production, risk, etc.,) to evaluate process feedback and generate countermeasures, as necessary, to bring process performance within expected parameters
5 - Process Improvement: Leverage assessments of process performance outcomes to highlight opportunities for improvement in cycle times, process quality, production throughput, resource utilization, and total cost of delivery.
1. Leveraging engineering tool set, decompose process output to understand root cause of poor process performance
2. Conceptualize solutions that address process improvement opportunities for clients
3. Work with production, BURM, and other appropriate partners to redesign and implement new or enhanced controls to bring variation “under control” and/or to mitigate process failures
4. Work with production leaders and key partners to support development of business cases to enable improvement/changes
5. Develop transformation and change proposals to position and sell changes within process to leadership
6. Work with key upstream partners to identify and drive change in their respective front office processes to flow improvements in operations workflows
7. Work with production leaders on process deep dives with an aim to leave behind the knowledge for production staff to assess and make improvement recommendations
6 - Area specific duties and processes:
1. Wholesale Services: These processes include Wholesale Accounts & related services, Treasury Mgt products & services, and Capital Markets services
2. Wholesale Credit: These processes include Commercial Lending and Agency Services.
3. Retail Services: These processes include Retail Accounts & related Day 1/Day 2 Services, Transactional Support Services, and Print, Mail, & Logistic Services.
4. Retail Credit: These processes include lending activities in support of the various services leveraging Shaw and Sprint applications as well as Card services for consumers.
5. Enterprise Services: These processes include Default & Collections, Credit Bureau Reporting, and Client Onboarding and Migrations Support.
QualificationsRequired Qualifications:
The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
1. College Degree or equivalent education, or commensurate training and work-related experience
2. Proficiency in Microsoft Office Suite (PPT, Excel, Visio)
3. Excellent organizational, written, and verbal communication
4. Ability to work in a fast paced, highly complex, results driven environment
5. 15+ years of financial services experience, focused in back-office operations or related activity for Retail/Consumer products and services
Preferred Qualifications:
1. Minimum 5 years Lean Six Sigma experience with a minimum of 7-10 years relevant operational continuous improvement experience.
2. BS or BA - degree in Business, Engineering, or Operations related field or equivalent combination of education and related work experience.
3. Ability to communicate, educate, advocate, and negotiate for transformation and critical process change initiatives at all levels of the enterprise, with a focus on senior and executive levels.
4. Proven hands-on experience with process analysis, design, deployment and measurement techniques and process methodologies and standards in large scale environments.
5. Working experience or knowledge of production practices and protocols.
6. Proven return on investment from deployment of process improvement initiatives.
7. Experience in working within a controls oriented operating environment and driving effective level so risk mitigation through process changes.
8. Formal continuous improvement training, certification, and leveraged to establish process improvement communities of practice.
General Description of Available Benefits for Eligible Employees of Truist Financial Corporation: 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. For more details on Truist’s generous benefit plans, please visit our Benefits site. 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. As you advance through the hiring process, you will also learn more about the specific benefits available for any non-temporary position for which you apply, based on full-time or part-time status, position, and division of work.
Truist is an Equal Opportunity Employer that does not discriminate on the basis of race, gender, color, religion, citizenship or national origin, age, sexual orientation, gender identity, disability, veteran status, or other classification protected by law. Truist is a Drug Free Workplace.