Promotions Senior Operations Consultant
Promotions Senior Operations Consultant
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Job Description
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Regular or Temporary:
RegularLanguage Fluency: English (Required)
Work Shift:
1st shift (United States of America)Please review the following job description:
The Promotions Senior Operations Consultant is responsible for developing and implementing servicing strategies ensuring seamless execution and compliance. Acting as the primary liaison between Operational Compliance and the Promotions Servicing teams this role overseas process design escalation handling risk management change management and continuous improvement efforts. This position will also manage standard operating procedures (SOPs) training documentation and training associates ensuring adherence internal Truist policy and industry best practices. Additionally they will also collaborate with Marketing and Channel partners at various levels to optimize servicing workflows provide recommendations on promotional offers and monitor risk-related compliance measures through the development implementation and management of reporting and analytics.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.
Core responsibilities
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).
Serve as Liaison or Point of Contact
10. Assist in the management of the day-to-day operational processes including but not limited to:
a. Ensure team use of workflow tools checklists and timelines to ensure offers are launched error free and on time.
b. As a SME contribute to team projects including but not limited to promotions risk management platform enhancements process design and improvement change management impact and development of new promotional marketing capabilities.
c. Identify recommend and document improvement opportunities to increase efficiencies and minimize risk.
d. Drive Implementation of efficiency and effectiveness measures and manage and/or provide guidance on key risk mitigation initiatives.
e. Manage promotional requests and provide recommendations to Promotions Manager on capacity and/or capability needs to facilitate new requests.
Reporting & Performance Management
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.
QUALIFICATIONS
Required 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.
Bachelors 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 industrys 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
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 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 Truists generous benefit plans please visit our Benefits site. Depending on the position and division this job may also be eligible for Truists 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.
EEO is the LawPay Transparency Nondiscrimination Provision E-Verify
Required Experience:
Senior IC
Employment Type
Full-Time
