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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:

This role is required to be in office if in hub location. Will potentially consider other locations.

Business Connect focuses on delivering Truist to a segment of Commercial Community Bank clients through a virtual delivery environment, providing for an easier method of contact, expertise, and servicing. The Business Connect Navigator Team Leader II will manage a team of Business Connect Navigator Is and IIs that may be geographically non-centralized, monitoring all aspects of their productivity and workload including but not limited to complex request completion, fraud processing, due diligence and compliance requirement processing, referral volume and internal partner follow-through. The Team Leader is accountable for driving productivity and meeting client experience goals for Business Connect. The Team Leader is responsible for exhibiting key behaviors that align with Truist Code of Ethics and support risk management culture, exercising sound judgment and executing assigned responsibilities with integrity and honesty.

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. 

Essential Duties and Responsibilities:

1.    Align with and embody Truist’s purpose, mission, value statement and the Business Connect value proposition of “Ease, Expertise, Care”
2.    Drive productivity and responsive resolution of service requests, specifically more complex requests Navigators have been assigned to
3.    Coach and motivate team to achieve business objectives and results, while fostering an environment in which the mission-purpose-values are engrained in day-to-day interactions including development, and performance management of direct reports that result in meeting / exceeding monthly performance metrics
4.    Manage and understand teammate capacity and workflows and level-load across Navigators as needed
5.    Understand technology components significant to the virtual model and escalate issues promptly to support minimal negative client impact
6.    Maintain positive partnership with Business Connect Squad Leaders, product and solution partners, operational partners and support center teams
7.    Coach and motivate team to achieve business objectives and results, while fostering an environment in which the mission-purpose-values are engrained in day-to-day interactions including development, and performance management of direct reports 
8.    To create, encourage, and support an inclusive and energizing environment with the goal of inspiring happy and engaged teammates
9.    Identify and recruit talent that may be well suited for Navigator I and IIs roles for future state
10.    Maintain current awareness of Truist capabilities and solutions, polices and processes to appropriately mentor and train team
11.    Maintain a focus on risk management activities through leading compliance and ensure all teammates understand and adhere to all relevant policies and procedures
12.    Manage and escalate concerns promptly and as appropriate. Mitigations should align to acceptable guidelines as indicated in Policy
13.    Partners with senior management to assess operational challenges and analyze needed changes in strategy
14.    Coordinates Teammate Onboarding and New Hire Training facilitation for the Navigator Team
15.    Span of Control (include # direct reports):  Span of control generally includes approximately 10 direct reports