Senior Leader, Call Center Readiness and Enablement

Truist

. Own the enterprise Truist Care Center readiness, enablement, knowledge, and process strategy for more than 3,000 onshore and offshore frontline teammates .

Posted 10/23/2026full-timeUnited StatesSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in enterprise readiness, change management, and operational enablement within the financial services industry, with a strong focus on governance, risk compliance, and effective communication strategies.

Highest-signal resume keywords

Enterprise Readiness StrategyChange ManagementOperational EnablementRisk Compliance GovernanceInterpersonal Communication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Business AnalysisProcess ManagementPerformance StandardsKnowledge GovernanceChange ExecutionImpact AssessmentDependency ManagementCapacity PlanningAdoption Risk ManagementClient Experience Monitoring

Soft Skills

Influencing DecisionsResolving Competing PrioritiesSenior Leadership CommunicationTeam CollaborationExecutive Advising

Tools & Technologies

Microsoft Office

Industry Keywords

Financial ServicesCare Center OperationsGovernance FrameworksRegulatory ComplianceOperational PerformanceChange SaturationTeammate ExperienceMaterial Incident ManagementStakeholder EngagementMultidisciplinary Organization Leadership

About the role

Key responsibilities & impact

Own the enterprise Truist Care Center readiness, enablement, knowledge, and process strategy for more than 3,000 onshore and offshore frontline teammates
Establish strategic direction, enterprise requirements, decision rights, governance frameworks, performance standards, and success measures for care center processes and knowledge capabilities
Direct readiness strategy and execution for changes affecting all Truist Care Center divisions, including impact assessments, dependencies, adoption risks, implementation criteria, escalation protocols, and stabilization requirements
Govern internal and external communications strategy, including standards, approval paths, audience segmentation, channels, executive messaging, and teammate-facing communications
Lead the enterprise change and readiness portfolio across business, technology, regulatory, risk, operational, and strategic initiatives
Own intake governance, prioritization, sequencing, capacity planning, dependency management, and executive escalation
Provide senior leadership during material incidents, directing readiness, communications, stabilization, recovery, containment, remediation, and post-incident actions
Define and monitor readiness, adoption, knowledge effectiveness, operational performance, client experience, and risk indicators
Establish risk, compliance, and policy governance in partnership with Legal, Risk, Compliance, and business leaders
Design and lead a multidisciplinary organization covering readiness, change execution, knowledge governance, process management, communications, business analysis, and portfolio management
Advise executives and senior enterprise stakeholders on readiness, adoption, operational capacity, implementation risk, change saturation, and teammate experience

Requirements

What you’ll need

Bachelor’s degree in a business-related field, or equivalent education and related training
12+ years of progressive related experience in the financial services industry or a large sales/service corporation
5+ years of supervisory or management-level experience
Ability to translate complex initiatives into clear execution and readiness paths
Superior understanding of business and care center organization, resources, priorities, needs and policies
Experience leading enterprise-scale readiness, change, transformation, or operational enablement portfolios across multiple business units, channels, or geographies
Ability to advise executives, influence enterprise decisions, and resolve competing priorities across business, technology, operations, risk, and compliance stakeholders
Strong written and verbal interpersonal and communication skills
Proficiency in computer applications such as Microsoft Office software products
Ability to travel as needed, occasionally overnight
English language fluency required

Benefits

Comp & perks

Medical insurance
Dental insurance
Vision insurance
Life insurance
Disability insurance
Accidental death and dismemberment coverage
Tax-preferred savings accounts
401(k) plan
At least 10 days of vacation during the first year, prorated
10 sick days, prorated
Paid holidays
Defined benefit pension plan (depending on position and division)
Restricted stock units (depending on position and division)
Deferred compensation plan (depending on position and division)