Merchant Services Financial Ops. Business Leader

Job Summary

Lead and coordinate the efforts of a team of business analysts to identify and resolve client, processor and network issues in a manner and timeframe that meets or exceeds client and teammate expectations. Use common theme and root-cause analysis to identify process improvement opportunities. Engage with members of the Platform Integration and Product Experience Team, and with Operations, Technology, Legal, Compliance, Risk and third‑party partners to inform and guide the implementation of enhancements.

Please note this role is for the Merchant Services Financial Operations team.

• Team Leadership
  - Provide direction and support a team of business analysts. Assign issues to analysts based on best fit and capacity. Ensure analysts receive necessary training to excellent resolution of issues by having regularly scheduled team meetings and one on one touch bases. Manage multiple issues and routine team activities that make up the on-going scope of work. Live and promote the One Team mindset driven by Truist's Purpose, Mission and Values.
  
  Use sourcing, selection of key talent, performance management, succession planning and rewards and recognition to build and maintain a great team.
• Collaborative Relationships
  - Collaborate with Business Unit Risk (BURM), Compliance, Legal, Product Experience, Product Owners and Servicing Partners to gain consensus on the relative priority of issues and their resolution, including remediation tasks and due dates. Ensure high-priority issues receive appropriate visibility. Ensure all issues fully resolved in a timely manner. Negotiate with business partners to secure necessary resources (i.e. IT Support, Operational Support, etc.).
• Risk Management
  - Ensure all risks associated with issues are identified and captured in approved tracking applications. Evaluate the severity of issues and prioritize resolution: regularly communicate with business partners to continuously (re-)prioritize issues based on regulatory and client impact. Work with Risk, Legal and Compliance to ensure that all regulatory issues captured as an Archer finding. Work with key internal and external IT partners to develop business and technical requirements for all remediation efforts.
  
  Validate on-going and final data to ensure accuracy. Engage appropriate partners to create client communication (emails/letters) to address account level remediation. Provide necessary documentation to demonstrate issue closure.
• Issue Resolution
  - Use root-cause analysis to drive client-centric solutions that will both resolve issues and prevent recurrence. Recommend process and system enhancements that will improve client and teammate experiences while mitigating risk. Review completed issue resolutions, and ensure that all outcomes delivered as intended. Create appropriate Policy and Procedures for short-term fixes that are managed within the team. Work within established project management processes to open new projects for resolutions that require IT changes or system updates.
• Product Experience
  - Collaborate with Fraud, the Contact Center, Retail Community Bank Branch Network, Digital, and client advocates within Truist to ensure focus is placed on a major moment of truth for Truist in delivering a perfect client experience: appropriately responding to and resolving fraud and non-fraud card and electronic money movement disputes. Provide analysis in support of process changes and enhancements. Escalate client complaints to appropriate contacts in internal departments and with external partners.
  
  Engage with external partners to ensure that service levels and service excellence is maintained.
• Project and Initiative Management
  - Represent the Platform Integration and Product…