Serves as the BankCard Operations liaison/consultant for Segments and Functions; a trusted advisor and key point of contact for business stakeholders. Assists Segment and Function management in providing leadership and meaningful input to ensure strategies can be attained, service level and performance measures are achievable, and success criteria is realized. Assists in prioritizing requirements and support for Segment and Function needs related to operations and manage expectations; may provide support in budget process. Engages and works closely with business partners and stakeholders to ensure performance objectives are met. Collaborates with business partners and stakeholders to establish/maintain service level expectations, performance scorecards, and accountability agreements.
Participates in business planning processes and key leadership meetings. Supports the development of product/process/project management strategy related to the card portfolio to ensure alignment with operational goals. Provides visibility into progress and status of BankCard Operations initiatives.
Communicate decisions, priorities and relevant information to appropriate levels of staff regarding service requests, projects, and initiatives. Supports change management activities.
Build/maintain a continuous improvement culture by conducting business reviews with business partners and stakeholders; own problems and engage appropriate parties in the resolution process.
Documents, tracks, analyzes, and supports reporting processes required to measure satisfaction with service delivery.
Maintain joint partnership commitments and analyze opportunities for improving communications; sustain positive relationships with teammates and management.
Responsible for highly complex, high impact projects within a line of business at the corporate level or a corporate function.
BankCard experience. Strong operations background. Relationship Management/Liaison experience.
Bachelor’s degree or equivalent work related experience. 10 years of banking operations or technology operations experience. 5 years of leadership experience. Ability to comprehend, analyze, and interpret complex business situations. Strong collaboration, persuasion, negotiating and relationship building skills. Demonstrated ability to create and execute action plans. Ability to develop and deliver effective presentations to clients, and/or executive management. Proven ability to motivate employees and client groups to take desired action. Third Party management experience. This includes knowledge of regulatory and compliance related practices, system application procedures and processes, human and other resource management. Strong organization, interpersonal and communication skills with a focus on client (internal/external) servicing; this includes direct client contact. Problem-solving and analytical skills; ability to weigh client delivery goals against business risk; assess impacts and mitigate risk. Ability to set, meet and influence decisions and achieve goals; able to manage multiple priorities. Able to translate strategy into action; works effectively in ambiguous situations. Diplomacy, conflict resolution, negotiating, and presentation skills. Organizational and computer skills to include Microsoft Office
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