Operational Excellence Project Manager Leader - Global Capabilities Center

Regular or Temporary: Regular Language Fluency: English (Required) Work Shift: 1st shift (United States of America) Please review the following job description: Truist is seeking an experienced transformation and operational excellence leader to drive the continued maturation of Truist India and establish the long-term operating model for a growing global organization. This executive will be responsible for transitioning GCC capabilities from a large-scale transformation program into a stable, scalable, and sustainable operating organization while ensuring alignment with enterprise strategy, business objectives, and operational priorities. The role will lead the design, implementation, and continuous improvement of operating models, governance frameworks, service management disciplines, and operational excellence capabilities that enable long-term success. Partnering closely with senior leaders across Enterprise Operations, Technology, Risk, Finance, Transformation, and the Lines of Business, this leader will translate strategic priorities into effective service delivery models and the people, process, technology, control, and financial capabilities required to execute them. Success in this role requires deep experience leading complex transformations, scaling global operating models, and driving execution within highly regulated environments. The leader will oversee teams of process and operational professionals, provide executive-level reporting and stakeholder management, and ensure successful operational acceptance, stabilization, and continuous improvement of GCC services. The position requires a unique combination of strategic vision, operational rigor, financial acumen, and the ability to influence executive stakeholders while simplifying complex topics into actionable plans. Key responsibilities include establishing governance and service management practices, defining service outcomes and performance expectations, driving operational excellence initiatives, and ensuring achievement of critical business and operational objectives. Performance will be measured through service reliability and quality, SLA/SLO attainment, incident and risk management, stakeholder satisfaction, productivity, cost efficiency, capacity utilization, transition stabilization, benefits realization, control effectiveness, issue remediation, and business continuity outcomes. The ideal candidate is a proven global service delivery and transformation executive who can bridge strategy and execution, balance customer experience with operational economics, resilience, and controls, and effectively lead across geographically distributed teams. This role represents a unique opportunity to shape a critical enterprise capability and establish the foundation for long-term operational success across Truist's global delivery organization. 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 - Process Design: Design, development, and/or modify a process strategy in support of LOB business and product goals as well as specific EO&GS objectives to support client outcomes in alignment with business requirements for Retail Services. Engagement should deliver higher quality client outcomes and better team member experiences, faster.

1. Participate in cross functional team planning sessions with LOB partners to develop business and product strategies, goals & objectives and effectively translate those operating requirements into process capabilities
2. Document process maps of existing functions, activities, tasks into a standard process model and update model based on development changes
3. Incorporate effective preventative and detective controls into workflows to ensure adequate risk mitigation capabilities for each process
4. Align existing operations process models into upstream workflows to ensure appropriate connectivity with front and middle office
5. Ensure workflows capture data lineage/transformations/hand-offs to ensure that data is effectively integrated into process and data outcomes will be fit-for-purpose
6. Work with LOB product manager, Technology application managers, and rest of cross functional partners to evaluate new technology as enabler to process and client outcomes

2 - Process Development: Develop/construct process workflows for assigned processes leveraging design mapping/blueprint to support deployment into production environment. Development will include appropriate people, process, and technology components.

1. Work with LOB product mgr, Agile Product Owner, production leader, technology application mgr, BURM risk partner, etc. to align core functionality and development approach to process design
2. Create/provide client and user-centered detailed process specs to EPICS and User Stories for product features, functions, enhancements, defects, and operations
3. Participate in user validation activities as necessary and required and ensure that development outcomes align to process blueprint
4. Document business procedures as well as support the development of detailed desktop procedural tasks to support deployment
5. Manage or participate on program and/or project initiatives designed to deliver process capability
6. Support the establishment of a POC or pilot to validate process capabilities

3 - Process Implementation: Develop and manage implementation plans to support roll-out of people, process, technology changes into production environment for all assigned processes.

1. Support development of training materials to enable roll-out to back-office teams
2. Deliver training support, as requested/required to provide users with necessary knowledge to maximize process performance
3. Support establishment of routines/protocols to enable servicing of process outcomes for clients
4. Establish and implement measures, metrics, and SLAs to support new processes/changes in existing processes

4 - Process Management & Control: Leverage measures, metrics, SLAs and process engineering assessment and control approaches/tools to determine if assigned processes are performing as designed and within established expectations/tolerances.

1. Leverage analytics reporting to deep dive into performance output to understand process outcomes and to highlight unacceptable variation
2. Sit with production leaders/teams to evaluate team member process execution to understand output variation
3. Establish statistical control charts to define/isolate out of control measures
4. Work with analytics team and production leaders to develop key set of high-level dashboard measures to assess process and people production performance
5. Engage with cross functional partners (product, technology, production, risk, etc.,) to evaluate process feedback and generate countermeasures, as necessary, to bring process performance within expected parameters

5 - Process Improvement: Leverage assessments of process performance outcomes to highlight opportunities for improvement in cycle times, process quality, production throughput, resource utilization, and total cost of delivery.

1. Leveraging engineering tool set, decompose process output to understand root cause of poor process performance
2. Conceptualize solutions that address process improvement opportunities for clients
3. Work with production, BURM, and other appropriate partners to redesign and implement new or enhanced controls to bring variation under control and/or to mitigate process failures
4. Work with production leaders and key partners to support development of business cases to enable improvement/changes
5. Develop transformation and change proposals to position and sell changes within process to leadership
6. Work with key upstream partners to identify and drive change in their respective front office processes to flow improvements in operations workflows
7. Work with production leaders on process deep dives with an aim to leave behind the knowledge for production staff to assess and make improvement recommendations

6 - Area specific duties and processes:

1. Wholesale Services: These processes include Wholesale Accounts & related services, Treasury Mgt products & services, and Capital Markets services
2. Wholesale Credit: These processes include Commercial Lending and Agency Services.
3. Retail Services: These processes include Retail Accounts & related Day 1/Day 2 Services, Transactional Support Services, and Print, Mail, & Logistic Services.
4. Retail Credit: These processes include lending activities in support of the various services leveraging Shaw and Sprint applications as well as Card services for consumers.
5. Enterprise Services: These processes include Default & Collections, Credit Bureau Reporting, and Client Onboarding and Migrations Support.

Qualifications Required Qualifications:

1. College Degree or equivalent education, or commensurate training and work-related experience
2. Proficiency in Microsoft Office Suite (PPT, Excel, Visio)
3. Excellent organizational, written, and verbal communication
4. Ability to work in a fast paced, highly complex, results driven environment
5. 15+ years of financial services experience, focused in back-office operations or related activity for Retail/Consumer products and services

Preferred Qualifications:

1. Minimum 5 years Lean Six Sigma experience with a minimum of 7-10 years relevant operational continuous improvement experience.
2. BS or BA

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). #J-18808-Ljbffr Truist Financial