Merchant Services Operations Leader - Issue Resolution

Truist; Wilson (NC); On-site; USD 90,000 - 150,000; Full time

Benefits offered by this job

Medical, dental, vision

401(k) plan

Vacation and holidays

Job summary

Truist is seeking a Lead Business Analyst to lead a team that identifies and resolves client, processor, and network issues. You will use root-cause analysis to drive improvements, collaborate with Risk, Compliance, Legal, Product Experience, and other partners, and guide remediation and enhancements while ensuring timely resolution.

The role requires 8–10 years in banking operations or card management, strong leadership, and excellent communication.

Qualifications

• Bachelor's degree or equivalent education and training.
• 8-10 years of progressive banking experience in operations or card management.
• 3 or more years of direct team lead or management experience.
• Excellent interpersonal and relationship management skills with the ability to influence, interact and communicate with all levels of the organization.
• Advanced analytical, cognitive, critical thinking and organizational skills.
• Effective communication skills: verbal, written, presentation and facilitation.
• Demonstrated proficiency in basic computer applications, such as Microsoft Office software products.

Responsibilities

• Lead and coordinate a team of business analysts to identify and resolve client, processor and network issues.
• Use root-cause analysis to identify process improvement opportunities.
• Collaborate with cross-functional teams to guide enhancements.
• Ensure issues are resolved in a timely manner and maintain client satisfaction.
• Provide direction, training, and performance management for the team.
• Represent the team on organizational projects and maintain knowledge of applicable laws and regulations.
• Communicate effectively across all levels of the organization.

Skills

Leadership

Interpersonal skills

Analytical thinking

Communication

Ambiguity tolerance

Microsoft Office

Education

Bachelor's degree or equivalent education and training

Master's degree in Business Administration or equivalent

Tools

MS Office

Job description

Truist is seeking a Lead Business Analyst to lead a team that identifies and resolves client, processor, and network issues. You will use root-cause analysis to drive improvements, collaborate with Risk, Compliance, Legal, Product Experience, and other partners, and guide remediation and enhancements while ensuring timely resolution.

The role requires 8–10 years in banking operations or card management, strong leadership, and excellent communication.