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Posting Date :
Primary Location :
Orlando / Central FL Area, FL US
Work Address :
7455 Chancellor Drive
Job ID :
Schedule :
Job Description :
Job Description

Job Summary:  

Manages all aspects of service delivery for multiple departments within the Operations area.  Management of key interfaces from channels and inputs, core workflow system, through to all outputs and MIS analytics.  Oversees managers and staff in multiple sites and related vendors to support the processing environment.

Key Responsibilities include:

  • Service Delivery - Maintain or exceed all current SLAs for business partners as reflected in agreed measurements
    • Effective management of incidents and change management processes.
    • Develop and measure key SLAs and KRIs for Item processing area
    • Service manager responsibility for related support vendors
    • Integration with other bank operation areas
  • Key Project Execution - Delivery of projects impacting or integrated with Service Area environment
    • Serve as SME for item processing related projects (i.e. implementation of platform, migration efforts, new channels, onboarding, new products, etc.)
    • Formulate, Initiate, Drive efficiencies and continuous improvement programs
  • Risk Management - Maintain an environment of compliance and supportive of oversight through execution of controls, participating in audits, and resolving issues resulting from reviews.
    • Execution of risk management practices and attestation to compliance with all related regulations and practices
    • Execute all required audits (internal and external)
    • Self identify and remediate associated issues
  • Leadership and Administration - Provide overall leadership of service area team through structure alignment, budget performance, communication requirements, meeting training requirements, and improving teammate engagement scores.
    • Budget responsibility for service area functions

Teammate compliance and standards responsibility


Minimum Requirements:  

Core Item Processing, exceptions, ARP, research and adjustments (both Day 1 and Day 2) knowledge in terms of procesing, measures, controls, risk indicators

Image capture, validation and processing

Regulation CC, Check 21

ECCHO Rules preferred

General understanding of backoffice operations in a banking environment

Microsoft Office Suite

Financial Management (Budget, forecasting)

Ariba Experience (a plus but not required)

Archer Experience ( a plus but not required)

Vendor Management experience 

Oral and written communication skills

Must have strong interpersonal skills as this position may deal with all levels of management within EIS as well as other lines of business in addition to Transaction Operations teammates

Strong MS Office skills

Incident management skills

Required Experience 

10-15 years of experience of Item Processing (Day 1 and Day 2) operation for large institution

5-10 years of management of large and multiple site teams

5-10 years of budget and financial management

Required Education or Certification  

Bachelor’s Degree or equivalent work experience


MBA preferred but not required


Preferred Requirements: MBA

Equal Opportunity Employer: SunTrust supports a diverse workforce and is a Drug Testing and Equal Opportunity Employer. SunTrust does not discriminate against individuals on the basis of race, creed, color, gender, religion, national originTo review the EEO Poster, copy and paste the following link into your browser:
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