Client - facing operational support role within Truist for syndicated loan servicing. Involves complex financial calculations and ongoing interactions with clients and stakeholders.
About the role
- Operations Team Lead at MarketStar overseeing a team of Account Management and MLA Support Specialists. Ensuring operational reliability and process improvement while fostering a collaborative environment.
Responsibilities
- Lead, coach, and develop a team of Account Management and MLA Support Specialists, providing ongoing feedback and support
- Oversee the resolution of distributor, account manager, customer, and MLA program order and service issues, ensuring timely and accurate outcomes
- Develop and augment SOPs, training plans and team resources to drive success
- Identify and make recommendations for process development, improvement, and application in partnership with the Operation Manager
- Complete a daily workload of tasks completed by your direct reports
- Manage escalations and complex cases, acting as the primary point of contact for urgent or sensitive matters
- Support onboarding, training, and development of team members to ensure high performance and continuous improvement
- Facilitate cross-functional collaboration with Sales, Customer Service, Technical Help Desk, and other stakeholders
- Monitor team performance against KPIs, drive accountability, and implement process improvements
- Oversee customer data management, account setup, and onboarding processes in Salesforce and MLA systems
- Ensure accurate and timely handling of billing, AR, returns, and tax exemption correspondence
- Deliver or coordinate training sessions for customers and team members on systems, processes, and MLA portal usage
- Maintain clear communication logs, escalate unresolved issues appropriately, and ensure customer satisfaction
- Foster a culture of innovation, integrity, and professionalism within the team
- Prepare reporting and present to internal and external stakeholders also manage daily stakeholder communications
Requirements
- Proven leadership experience in account management, customer support, or a related field
- Strong organizational and administrative skills, with attention to detail and the ability to manage multiple priorities
- Excellent communication, coaching, and interpersonal skills for managing teams and stakeholder relationships
- Advanced problem-solving and analytical abilities for handling escalations, urgent orders, and process improvements
- Excellent time management skills, with proven ability to meet deadlines and maintain urgency
- Previous experience in Account Management in the Lubricants and Oils industry
- Ability to function well in a high-paced and, at times, stressful environment
- Proficiency in Salesforce, Excel, Outlook, and other sales or support tools
- Experience delivering training and fostering team development
- Ability to work independently and collaboratively, adapting to changing processes and customer needs
- Ability to read and apply reporting to daily decisions including creating reporting as needed
- Commitment to continuous improvement, learning, and maintaining urgency in a dynamic environment
- High level of integrity, professionalism, and confidentiality
Benefits
- Structured learning and career development programs
- Mental health program
- Generous Paid Time Off policy
- Paid medical leave
- Child/Dependent care reimbursement
- Education reimbursement
- 401k match, hardship loan program, access to financial wellness advisor
- Comprehensive healthcare coverage including medical, dental, and vision
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