Promotions Program Manager - Operations & Servicing

Truist; Charlotte (NC); On-site; USD 110,000 - 165,000; Full time

Benefits offered by this job

Medical, dental, vision

401k plan

Paid time off

Job summary

Truist in-office role overseeing the operations, servicing, governance, and risk/control framework of the promotions capability portfolio. You will lead cross-functional work-streams across product, marketing, channel management, servicing, risk, governance, and compliance to deliver controlled, scalable promotion delivery.

The position emphasizes process discipline, teammate readiness, and KPI alignment, with senior management reporting.

Qualifications

• Bachelor’s degree in Marketing, Communications, Business Administration, Operations Management, Risk Management, Organizational Effectiveness, or related field, or equivalent education and related training.
• Seven years of related experience or an equivalent combination of education and experience.
• Deep specialized knowledge within promotions operations, program governance, process management, or related discipline.
• Ability to interpret challenges and implement best practices to improve products, processes, controls, or services.
• Ability to lead projects of significant complexity and risk and to lead a team of professionals.
• Sophisticated analytical skills and the ability to solve complex problems.
• Ability to influence others to adopt a new perspective.

Responsibilities

• Manage a significant portion of the overall promotions operations and servicing framework ensuring consistent, controlled execution.
• Advise leaders on process design, change readiness, escalation paths, and documentation for launches with minimal risk.
• Partner with functional management to develop and implement operational initiatives and readiness routines.
• Prioritize development for the Promotions roadmap, including risk/control and continuous improvement needs.
• Lead conversations to define operational measures, assess performance, and report to stakeholders.

Skills

Marketing operations

Program governance

Process management

Risk management

Leadership

Analytical skills

Stakeholder influence

Education

Bachelor’s degree or equivalent education

MBA degree

Tools

Agile practices

Job description

Need Help?

If you have a disability and need assistance with the application, you can request a reasonable accommodation. Send an email to Accessibility (accommodation requests only; other inquiries won't receive a response).

Regular or Temporary:

Regular

Language Fluency:

English (Required)

Work Shift:

1st shift (United States of America)

Please review the following job description:

In accordance with Truist in-office policy, this role will be in office, 5 days/week.

Manage the operations, servicing, governance, and risk/control framework of the promotions capability portfolio responsible for enabling consistent, scalable, and well-controlled delivery of promotional offers. Lead and/or coordinate work-streams across the Promotions Program Office, product, marketing, channel management, servicing, risk, governance, compliance, and other areas to improve operational capabilities, process discipline, teammate readiness, and efficiencies within the program. Set the program direction and communicate individual and team priorities.

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.

• Manage a significant portion of the overall promotions operations and servicing framework supporting the promotions capabilities portfolio and ensure that promotion-related processes, tools, documentation, governance routines, and resources enable consistent and controlled execution. Ensure team and individual deliverables are focused on and prioritized to achieve operational, risk, control, and program goals for the line of business.


• Advise operations and servicing leaders within the department on new and emerging needs for process design, change readiness, escalation paths, and documentation to ensure new promotions and capabilities are launched with minimal risk and focused on optimal client and teammate experience.


• Assist Group Senior Manager in partnering with key functional management within the Promotions Program Office and across product, marketing, lines of business, channels, IT, servicing, risk, governance, and other areas to develop and implement operational initiatives, readiness routines, and capability enhancements that support effective promotion delivery.


• Make recommendations on development priorities for the overall Promotions roadmap and to augment promotions capabilities, including operational, servicing, documentation, risk/control, and continuous improvement needs. May manage third party dependencies.


• Lead conversations with analytics, channel managers, servicing partners, and internal stakeholders to define operational measures that complement KPI/KRP tracking, assess operating model performance, and provide insights on process effectiveness, servicing trends, risk indicators, and improvement opportunities. Report regularly to internal clients, Promotions Program leadership, and other stakeholders as required.


• Minimize risk in promotion design and delivery by understanding regulations and control expectations related to promotional offers and proactively fostering collaboration with Legal, Compliance, Tax, DCXM Governance, and Promotions Program Management leads to guide and implement risk improvements in promotion processes, platforms, controls, documentation, and design.


• Safeguard and improve departmental processes to further scale performance in promotions intake, readiness, servicing, governance, design, set up, fulfilment, issue escalation, and control readiness.


• Through thought leadership, be an influencer in operational, servicing, governance, and capability discussions with internal and external partners and as an authoritative communicator with senior management.


• Contribute new and trending ideas to operating model improvements, process enhancements, servicing practices, risk mitigation, and promotional capabilities by staying abreast of promotion operations and best practices within and outside the financial services industry.

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, Operations Management, Risk Management, Organizational Effectiveness, or related field, or equivalent education and related training


• Seven years of related experience or an equivalent combination of education and experience


• Seven years of related experience or an equivalent combination of education and experience


• Deep specialized (SME) and/or broad knowledge within promotions operations, program governance, process management, marketing operations or related discipline; sound and comprehensive understanding of business and organizational strategies and processes managing a process


• Ability to interpret internal and external business challenges and implement best practices to improve products, processes, controls, or services


• Ability to lead projects of significant complexity and risk exposure, in addition to leading a team of professionals


• Ability to exercise independent judgment in solving technical, operational, risk/control, and organizational challenges in the context of business objectives and priorities


• Sophisticated analytical skills and the ability to solve complex technical and business problems


• Ability to influence others to adopt a new perspective


• Knowledge of the industry's competitive landscape and an understanding of the market, operational, and regulatory factors that shape the industry

Preferred Qualifications:

• MBA degree


• Seven years of marketing operations, financial services, or regulated program experience


• Experience in directly managing others


• General Understanding of Agile Practices, workflow platforms, and operational risk management.

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.

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