Senior Operations Strategy Analyst
Discover. A brighter future.
With us, you’ll do meaningful work from Day 1. Our collaborative culture is built on three core behaviors: We Play to Win, We Get Better Every Day & We Succeed Together. And we mean it — we want you to grow and make a difference at one of the world's leading digital banking and payments companies. We value what makes you unique so that you have an opportunity to shine.
Come build your future, while being the reason millions of people find a brighter financial future with Discover.
Job Description What You’ll Do
· Implement strategies and systems improvements to support business operations.
· Responsible for Operational Excellence activities related to our protection products in order to effectively serve our customers. Responsibilities include execution of processes to reduce operational risk, including documentation of processes and procedures, copy approvals, execution of controls, problem solving and fixing any operational issues, and partnering with cross functional teams on any applicable exams or audits.
· Partner and work closely with the Sr. Product Owner to manage servicing for specific legacy products, including assisting in prioritization and execution of several mission critical projects in order to achieve an Operationally Excellent operations environment. Additionally, partner to identify sources of attrition, customer friction, or operational issues, and then problem solve to enhance the overall customer experience, reduce attrition, and drive revenue growth.
· Identify and execute on process improvements opportunities to reduce processing time, automate manual processes, simplify the control environment, and reduce operational risk.
How You’ll Do It
· Assess root causes and solutions for issues that arise. Works closely with cross functional business partners such as Risk, Analytics, and Technology.
· Lead performance improvement opportunities to reduce processing time, automate manual processes, simplify the control environment, and reduce operational risk.
· Partner with internal teams and external partners to define implementation requirements and timelines.
· Ensure operational readiness for all implementations, technology, and process changes.
· Document processes and process flows.
· Execute controls to manage operational, financial, and compliance risks. Researches and resolves any issues that the controls detect. Maintains documentation of control procedures, processes, and evidence, and customer facing copy.
· Listen to customer calls, identify sources of customer complaints, attrition, and opportunities for improvement in the customer experience.
· Acts as a liaison when undergoing Compliance Testing, audit, or regulatory exams regulatory exams. Manages requests for information or documentation, and keeping leadership updated on status.
Qualifications You’ll Need
The Basics:
· Bachelor's degree in business, arts and sciences, or related field
· 4+ years of experience in customer service or financial services operations
· In lieu of a degree, 6+ years of experience in customer service or financial services operations
Bonus Points If You Have:
· Master's degree in business, arts and sciences, or related field
· 4+ years of experience in applicable line of business (Financial services, Marketing, Customer Service, Product Management, Process Management, Risk, Continuous Improvement, or related field).
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What are you waiting for? Apply today!
The same way we treat our employees is how we treat all applicants – with respect. Discover Financial Services is an equal opportunity employer (EEO is the law). We thrive on diversity & inclusion. You will be treated fairly throughout our recruiting process and without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status in consideration for a career at Discover.