Promotions Senior Operations Consultant

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.

• 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

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.