Teammate Readiness Specialist-Client Contact Center
Job Description : Job Description
Primarily responsible for developing, implementing change management and execution processes for readiness initiatives/projects and for the Client Contact Center in an individual contributor role. Secondarily responsible for creating and maintaining assigned cross training curricula for existing teammates via a practicum-based learning modality. Will serve as practicum liaison to schedule, coordinate, and facilitate practicum sessions as required by business units.
Proven experience in building leadership and teammate enablement tools and content by demonstrating an understanding of leadership models, risk management, and bank operations and systems. Ability to influence manage by supporting multiple management levels during deployment of new initiatives. Strong verbal and written communication skills. Ability to thrive in a fast paced, highly matrixed business unit.
Ensures change management communications are distributed in a timely manner. Works with Subject Matter Experts, Performance Monitoring Experts, and Onboarding teams during planning and implementation phases to identify and mitigate risks related to policy and procedure changes. Partners with Legal and Compliance for review of all materials and receives approvals prior to implementation. Provides post-implementation support to management and frontline teammates for all major initiatives. Collects 360 feedback from Subject Matter Experts, Performance Monitoring Experts, Management, and Frontline teammates post implementation to conduct post-mortem business review.
On February 7, 2019, it was announced that SunTrust Banks, Inc. and BB&T Corporation intend to merge, with the combined entity to be named Truist Financial Corporation ("Truist"). The merger is subject to regulatory approval, and BB&T and SunTrust remain separate and independent companies until the merger closes. This position, which would be for a role with Truist or an affiliate, is contingent upon the merger receiving regulatory approval and closing. Qualifications
- Advanced Microsoft Office and Adobe
- Strong verbal and written communication skills
- Client Contact Center experience
- College degree or higher
- Knowledge of Adobe Captivate, MS Visual Studio and MS SharePoint
Demonstrated ability to create high-quality PowerPoint, Word, Excel, Adobe PDF documents. Excellent communication and facilitation skills are required to develop and deliver change management documents. Publishes and maintains documents on the Client Contact Center website. Knowledge of Adobe Captivate, Microsoft Visual Studio and SharePoint is a plus.
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 origin, age, disability, veteran status, pregnancy, marital status, citizenship status, sexual orientation, gender identity, genetic information, or any other classification protected by applicable laws.
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