Expert
Head of Wholesale Lending Service Delivery
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Regular or Temporary: Regular
Language Fluency: English (Required)
Work Shift: 1st shift (United States of America)
Please review the following job description:
The Head of Wholesale Lending Service Delivery leads end-to-end operational delivery for Wholesale and Small Business Lending Operations, spanning origination support, documentation, funding, booking, administration, and life-of-loan servicing, including Wholesale Document Custody Vault support. This transformative leader sets and executes the strategic vision for these functions across all major client segments, ensuring reliable, controlled, and client-focused service for internal and external partners. The role drives modernization and automation across the value stream and maintains risk governance and operational risk management, including audit and regulatory readiness. With deep expertise in banking operations, lending servicing, risk, automation, and analytics, the leader partners with senior business, technology, and control leaders to align delivery with strategic goals, foster continuous improvement, and build a diverse, high-performing team across onshore and offshore locations. By leveraging technology, data, offshore governance, and BPO and vendor partnerships, the role keeps the bank competitive, efficient, and responsive to evolving market needs.
Scope at a glance: The organization provides centralized fulfillment, life-of-loan servicing, quality assurance, collateral management, construction lending support, agency services, loan trading settlement, regulatory reporting, and system enablement across bilateral, agented, syndicated, wholesale, and small business portfolios — delivered through a distributed onshore and offshore workforce supported by BPO and strategic vendor partnerships.
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.
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Defines and drives the strategic direction, mission, and purpose for Wholesale Lending and Service Delivery and execution of processes, programs, and governance to support origination, documentation, funding, booking, administration, and servicing of Wholesale and Small Business lending products, including support for Wholesale Document Custody Vaults.
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Oversee the strategic planning, selection, implementation, and enhancement of processes, systems, and technology solutions to support assigned operational units ensuring alignment with enterprise goals and delivering measurable improvements in client satisfaction, operational efficiency, and risk mitigation.
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Leads the identification, piloting, and scaling of AI-driven solutions and automation initiatives, integrating technology, data, and operations to deliver tangible improvements in workflow efficiency, risk reduction, and client experience.
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Partners with senior leaders across Wholesale, Technology, Data, and Operations, as well as other key stakeholders, to modernize operations, drive strategic initiatives, and foster a culture of innovation and continuous improvement.
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Develops and maintains effective risk governance and operational risk management systems and processes for Wholesale Lending and Service Delivery.
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Communicates strategic vision, mission, and values, driving teammate engagement and accountability for effective execution of service delivery objectives.
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Leads and guides the development of teammates, with a focus on succession planning, diversity, equity, and inclusion, and building a resilient, high-performing team through selection, training, coaching, and performance management.
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Drives transformation and continuous improvement by benchmarking against industry best practices, adopting emerging strategies, and fostering a culture of operational excellence.
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Stays abreast of market issues and trends, maintaining up-to-date knowledge on all Truist credit and lending policies, procedures, and regulations.
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Champions the voice of the client in service delivery and process improvement, ensuring that client needs and feedback are embedded in operational strategies and enhancements.
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Ensures full utilization of vendors’ evolving capabilities; drives adoption of tools and digital capabilities to maximize the full value of strategic partnerships, both onshore and offshore.
Qualifications Required Qualifications
- 15+ years of large-scale management experience in operations related function• Bachelor’s degree in business, Accounting, or related field, or equivalent education and training • Proven leadership, innovation, and strategic planning skills across a broad scope of operational areas, as well as a creative approach to process management. • Strong stakeholder management and influencing skills • Exceptional analytical and problem-solving abilities • Ability to engage and manage senior stakeholders with a focus on action and innovation • Ability to drive adoption of tools/digital capabilities to maximize the full value of strategic partnerships, both on and offshore. • Strong leadership and talent management skills
Preferred Qualifications
- 20+ years managing a large, enterprise scale, operations team • Master’s degree in business administration, finance, or accounting. Participation/leadership within industry trade associations or relevant industry groups• Prior experience with global process management and workforce management to include either building offshore teams and/or managing global teams in direct or matrixed environment.
Note that this position is open to the following Truist offices: Greensboro, NC, Wilson, NC, Charlotte, NC, and Atlanta, GA.
General Description of Available Benefits for Eligible Employees of Truist Financial Corporation: All regular teammates (not temporary or contingent workers) working 20 hours or more per week are eligible for benefits, though eligibility for specific benefits may be determined by the division of Truist offering the position. Truist offers medical, dental, vision, life insurance, disability, accidental death and dismemberment, tax-preferred savings accounts, and a 401k plan to teammates. Teammates also receive no less than 10 days of vacation (prorated based on date of hire and by full-time or part-time status) during their first year of employment, along with 10 sick days (also prorated), and paid holidays. For more details on Truist’s generous benefit plans, please visit our Benefits site. Depending on the position and division, this job may also be eligible for Truist’s defined benefit pension plan, restricted stock units, and/or a deferred compensation plan. As you advance through the hiring process, you will also learn more about the specific benefits available for any non-temporary position for which you apply, based on full-time or part-time status, position, and division of work.
Truist is an Equal Opportunity Employer that does not discriminate on the basis of race, gender, color, religion, citizenship or national origin, age, sexual orientation, gender identity, disability, veteran status, or other classification protected by law. Truist is a Drug Free Workplace.
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