Truist Call Center Readiness and Enablement Senior Leader

Location: Charlotte, NC

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Regular or Temporary

Regular

Language Fluency: English (Required)

Work Shift

1st shift (United States of America)

Please review the following job description

The TCC Readiness and Enablement Senior Leader is accountable for the enterprise enablement and enhancement for the performance of the Truist Care Center (TCC) in a manner consistent with the Truist purpose, mission and values by designing, developing and managing business and knowledge processes, training, readiness and communications, as well as teammate change and incident management. This leader will drive an elevated focus on improving client and teammate experiences for all Truist interactions and maintaining compliance and risk excellence.

Represent TCC on cross-bank change efforts, manage TCC intake, prioritization, and capacity management, and ensure alignment with overall business and strategic priorities. Establish enterprise readiness and enablement governance for TCC, including decision rights, prioritization standards, readiness criteria, adoption measures, risk escalation, and executive reporting. Serve as the senior TCC readiness authority for enterprise transformations and material business, technology, regulatory, operational, and client-experience changes.

Directly lead a team of Teammate Readiness and Enablement professionals responsible for delivering multiple highly complex and cross-functional enablement enhancements and evolution of our customer and teammate experience.

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.

• Own the enterprise TCC readiness, enablement, knowledge, and process strategy, including the performance standards and governance framework supporting more than 3,000 onshore and offshore frontline teammates serving consumer, small business, and commercial clients. Establish the strategic direction, enterprise requirements, decision rights, and success measures for TCC business processes and knowledge capabilities. Hold accountable the teams responsible for process design, implementation, and ongoing support, and use insights from call monitoring, Voice of the Client, complaints, operational performance, and business partners to direct improvements that strengthen client experience, teammate effectiveness, first-contact resolution, and risk and compliance outcomes.
• Own the enterprise readiness strategy and execution framework for changes impacting all TCC divisions, onshore and offshore. Establish readiness standards, conduct impact and readiness assessments, identify operational dependencies and adoption risks, and ensure leaders, teammates, processes, knowledge, technology, and third-party partners are prepared for implementation. Define readiness measures, implementation criteria, escalation protocols, and post-launch stabilization requirements to support effective adoption, sustained performance, and achievement of intended business, client, risk, and operational outcomes.
• Set and govern the enterprise TCC communications strategy across internal and external audiences. Establish communication standards, governance, approval paths, audience segmentation, channel strategy, and effectiveness measures for material business, technology, regulatory, operational, and client-experience changes. Advise TCC executives on communication approach, timing, and risk; influence enterprise partners to ensure messaging reflects TCC operational and client-impact considerations; and provide strategic oversight of executive messages, leader talking points, division all-hands communications, and TCC teammate-facing sites.
• Establish and govern TCC readiness and enablement standards, decision rights, operating routines, and performance measures. Assess whether material changes meet established readiness criteria, challenge unresolved operational risks or dependencies, and provide executive recommendations regarding implementation, escalation, stabilization, or remediation.
• Lead the TCC enterprise change and readiness portfolio across business, technology, regulatory, risk, operational, and strategic initiatives. Own intake governance, impact assessment, prioritization, sequencing, capacity planning, dependency management, and executive escalation to ensure the portfolio is aligned with TCC strategy, operational capacity, risk appetite, and client-impact priorities. Provide senior leadership during material incidents and direct readiness, communications, stabilization, and recovery activities.
• Define and monitor enterprise readiness, adoption, knowledge effectiveness, operational performance, client experience, and risk indicators. Provide executive-level reporting on readiness posture, adoption barriers, implementation risk, capacity constraints, and realized business outcomes, and direct corrective action when intended results are not achieved.
• Establish and oversee the TCC readiness and enablement risk, compliance, and policy governance framework in partnership with Legal, Risk, Compliance, and business leaders. Serve as a strategic advisor to TCC executives on operational readiness, implementation risk, policy adherence, regulatory impacts, control considerations, and unresolved dependencies. Challenge decisions or implementation plans that do not meet established readiness or risk standards, direct escalation and mitigation where appropriate, and provide executive recommendations regarding implementation, delay, stabilization, remediation, or risk acceptance. Maintain senior-level accountability for the governance and effectiveness of TCC-owned policies and procedures.
• Provide senior leadership for material incidents affecting TCC clients, teammates, operations, technology, knowledge, or third-party service delivery. Establish and govern TCC incident readiness, response, communication, escalation, and recovery requirements; coordinate executive and cross-functional decision-making; assess client, operational, regulatory, and reputational impacts; and direct containment, stabilization, remediation, and post-incident actions. Ensure lessons learned, root-cause findings, and identified control or process gaps are translated into sustainable improvements to readiness plans, business processes, knowledge content, communications, and operating practices.
• Design and lead a high-performing, multidisciplinary organization with expertise in readiness, change execution, knowledge governance, process management, communications, business analysis, and portfolio management. Establish clear accountabilities, succession plans, capability strategies, and performance expectations aligned with TCC’s current and future business needs.
• Serve as a strategic advisor to TCC executives and senior enterprise stakeholders on readiness, adoption, operational capacity, knowledge effectiveness, change saturation, implementation risk, and teammate experience. Influence enterprise priorities and investment decisions to ensure TCC requirements and client-impact considerations are incorporated into transformation strategies and execution plans.

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 a business-related field, or equivalent education and related training
• 12+ years progressive related experience in the financial services industry or large sales/service corporation, 5+ years supervisory or management level experience
• Demonstrated ability to translate complex initiatives into clear execution and readiness paths
• Demonstrated superior understanding of business and care center organization, resources, priorities, needs and policies.
• Demonstrated experience leading enterprise-scale readiness, change, transformation, or operational enablement portfolios across multiple business units, channels, or geographies.
• Demonstrated ability to advise executives, influence enterprise decisions, and resolve competing priorities across business, technology, operations, risk, and compliance stakeholders.
• Strong interpersonal and communication skills, both written and verbal
• Demonstrated proficiency in computer applications such as Microsoft Office software products.
• Ability to travel as needed, occasionally overnight

Preferred Qualifications

• Master’s degree in a business-related field
• Project Management Professional (PMP) Certification
• Instructional design experience
• Sound working knowledge of holistic banking/investment platforms, products, services, operations, finance, and system
• Enterprise change, readiness, transformation, or organizational adoption experience
• Change-management certification or demonstrated application of a recognized change methodology
• Experience with knowledge governance, digital adoption, workforce readiness, or large-scale operating-model transformation
• Experience supporting regulated financial-services operations and third-party service-provider environments

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.

EEO is the LawE-VerifyIER Right to Work

Additional Locations: Cookeville, TN, Orlando, FL, Atlanta, GA, Wilson, NC, Whiteville, NC