Manager Issue Management

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

• Responsible for managing the life-cycle of assigned potential issues, working with team to resolve any escalated blockers, mentoring other members of the team and act as a primary back-up for the senior manager. in addition, this role will be responsible for identifying, prioritizing and implementing the improvements for Issue Management process.
• The primary objectives of Issue Management are to identify the root cause and Impact from issues, minimize the future impacts, and document the actions taken to resolve the problem. They perform this work in partnership with the BT, Business, Business Risk, Legal and Compliance teams by assigning Tasks/Action Items and follow them to completion.
• Develops and coaches teams to be able to identify, manage, and escalate risk, and effectively manages risk within the teams you oversee.

How You'll Do It

• Responsible for managing the life-cycle and coordination of actions to resolve issues for all assigned potential issues. Performs/effectively challenges root cause analysis, identify and coordinate actions to fix the issues and appropriate controls/preventative measures are implemented.
• Manages the service level agreements for each issue assigned and works to resolve any identified blockers or escalations from the team appropriately for timely resolution.
• Maintains inventory of potential issues and their current progress and status in ServiceNow. Works with business partners to ensures quality of documentation to meet established standards.
• Identify trends in potential issues using the root cause information, and work with key partners to create action plans to resolve the identified opportunities.
• Identify process improvement ideas and develop implementation plan for prioritized improvements to achieve strategic goals for issue management.
• Manage and develop Service Support Lead / Issue Manager if assigned.

Qualifications You'll Need
The Basics

• Bachelors Degree in Information Technology, Business Administration and Management, Engineering or related field.
• 6+ years leading projects, Business Technology, Consumer Banking, complex projects, or related experience
• 2+ years of People Management, or related experience
• In lieu of degree, 8+ years leading projects, Business Technology, Consumer Banking, complex projects, or related experience

Physical and Cognitive Requirements
The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable a qualified individual with disabilities to perform the essential functions of the position as required by federal, state, and local laws:

• Primarily remain in a stationary position.
• Occasionally move about the work environment to complete the major responsibilities of the job.
• Ability to transport physical objects up to 10 pounds (5 kg).
• Primarily performed indoors in an office setting.
• Ability to operate office equipment such as but not limited to computer, telephone, printer, and calculator.
• Ability to communicate verbally.; Ability to communicate in written form.
• Travel up to 10% of the time.

Bonus Points If You Have

• Masters Degree in Information Technology, Business Administration and Management, Engineering or related field.

Discover will not sponsor or transfer employment work visas for this position. Applicants must be currently authorized to work in the United States on a full-time basis.
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Application Deadline:
The application window for this position is anticipated to close on Nov-30-2024. We encourage you to apply as soon as possible. The posting may be available past this date, but it is not guaranteed.
Compensation:
The base pay for this position generally ranges between $91,000.00 to $153,400.00. Additional incentives may be provided as part of a market competitive total compensation package. Factors, such as but not limited to, geographical location, relevant experience, education, and skill level may impact the pay for this position.
Benefits:
We also offer a range of benefits and programs based on eligibility. These benefits include:

• Paid Parental Leave
• Paid Time Off
• 401(k) Plan
• Medical, Dental, Vision, & Health Savings Account
• STD, Life, LTD and AD&D
• Recognition Program
• Education Assistance
• Commuter Benefits
• Family Support Programs
• Employee Stock Purchase Plan

Learn more at mydiscoverbenefits.com .
What are you waiting for? Apply today!
All Discover employees place our customers at the very center of our work. To deliver on our promises to our customers, each of us contribute every day to a culture that values compliance and risk management.
Discover is committed to a diverse and inclusive workplace. Discover is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or other legally protected status. (Know Your Rights & Pay Transparency Nondiscrimination Provision)
Discover complies with federal, state, and local laws applicable to qualified individuals with disabilities and is committed to providing reasonable accommodations. If you require a reasonable accommodation to search for a position, to complete an application, and/or to participate in an interview, please email [email protected] . Any information you provide regarding your accommodation needs will be kept confidential and will only be used to determine and provide necessary accommodation.