Truist Promotions Senior Operations Consultant 

United States, North Carolina, Charlotte 

469530296

Regular or Temporary:

English (Required)

1st shift (United States of America)This role will directly support the Promotions Marketing Operations Manager within the Marketing Governance and Execution Function.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Following 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. Develop and implement the promotions servicing strategy, serving as the Point of Contact and Liaison to the Promotions Servicing Team and to operational execution teams throughout the organization.
2. Lead design and update of all servicing processes (escalations/inquiries) for promotions advising on organizational alignment of resources, processes, and performance to ensure optimal client and teammate experience.
3. Lead servicing and readiness efforts related to Promotions and/or Promotion platform updates (in alignment with Channel, Product, and Marketing partners and in partnership with the Promotions Servicing Team).
4. Design, Create and Manage (SOP) Standard Operation Procedures related to Marketing Promotions.
5. Design, Create and Manage all Training Documentation for the Promotions Platform and Escalation Processes.
6. Train all associates on Standard Operating and procedures, ensuring and changes are understood and adopted.
7. Collaborate with Marketing/Channel partners for training/process and continuous improvement opportunities
8. Provide best practices feedback on the design and management of (or provide guidance to other members of the team for) more complex promotional offers as well as offers across multiple lines of business.
9. Assist in the ongoing development and implementation of risk control design and execution to minimize risk in promotion design by understanding and adhering to regulations related to promotional offers and proactively fostering collaboration with Legal, Compliance, and Tax (as applicable).11. Identify, develop, and implement key measures to complement KPI and KRI tracking and/or provide insights on campaign performance, enhancement needs, risk analysis.
a. Create summary level reporting for socialization with internal clients, the head of Marketing Operations, and where required, the Marketing Leadership team (MX).
b. Other critical measurement activities include:
c. Lead sales error and complaint analysis and reporting and provide recommendations for promotion design enhancements and promotion tool functionality enhancements.
d. Track risks related to Teammate Execution and provide recommendations for channel training.
e. Ensure data is available for summary level reporting as necessary for risk related projects and /or KPI reporting.

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.

• Bachelor’s degree in marketing, Communications, Business Administration, 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 the Performance and/or Operational Management discipline (Organizational Behavior, Change Management, Market and Performance Management, Market research, analytics, digital marketing)
• 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