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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:

Responsible for directing multiple Truist Care Center Departments and/or Teams providing direct frontline leadership and support including virtual and/or onsite teams. Direct responsibility for advancing the Truist culture, including teammate engagement, diversity, volunteerism, and community involvement. May include local site leadership responsibility as a liaison between Facilities Management, Security, Incident Management, Corporate Real Estate, and other building occupants.

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. 
1.    Lead with Truist Purpose, Mission and Values to deliver care through exceptional client service and create a differentiating client experience for care center teammates. Establish goals and effective service plan based on the local Care Center site.
2.    Partner with other Care Center Managers to ensure teams meet key performance requirements, including, client satisfaction, first call resolution, service levels, financial objections.
3.    Collaborate with other internal stakeholders (e.g., operations, complaints, technical teams, etc.) to implement strategies, optimize performance, and ensure ongoing alignment and support of business objectives.
4.    Utilize purpose-driven sales strategies to improve productivity while also deepening relationships, meeting client needs and accelerating primary client growth. 
5.    Manages and develops Team Leaders, inclusive of performance and development.
6.    Follow established policies, procedures, guidelines, regulations, and laws to protect both our clients and Truist from any unnecessary risk, including providing operational oversight and governance over all care center business practices.
7.    Represents the Truist Care Center as the single point of contact for all business continuity decisions related to the local Care Center and or a Specific Care Center Department, may serve as the incident commander for all emergency events. 
8.    Responsible for meeting Community Reinvestment Act (CRA) requirements for the site.
9.    Embrace ongoing personal and professional growth and development by participating in required and voluntary educational opportunities, business resource group (BRG) activities and other work-related activities. Establish community-based partnerships for volunteer opportunities.
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.
1.    Bachelor’s degree in Business or a relevant field, or equivalent education and related training or experience 
2.    Six-to-eight years of combined leadership experience in a client contact center and/or client-facing financial services, with progressive responsibility in a supervisory role
3.    Completion of Truist Leadership courses via instructor led or through the Learning Portal
4.    Strong analytical and critical thinking skills, with the ability to define problems, collect data, develop appropriate reporting mechanisms, establish facts, and draw valid conclusions
5.    Excellent written and verbal communication skills with the ability to effective present, communicate, interact, and influence all levels of organization, including Executive Management