Manager Operations Strategy
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
Manager Operations Strategy
At Discover, be part of a culture where diversity, teamwork and collaboration reign. Join a company that is just as employee-focused as it is on its customers, and which is consistently awarded for both. We’re all about people and our employees are why Discover is a great place to work. Be the reason we help millions of consumers build a brighter financial future and achieve yours along the way with a rewarding career.
Responsible for providing strategic and tactical direction for operational activities to service the business. Ensures efficient and compliant servicing operations while ensuring world-class customer experience.
Responsibilities
- Manage key operational metrics and identify opportunities to optimize operations staffing, service levels, customer satisfaction, and control operational expenses.
- Manages relationship with business partners and manages system-related projects from idea to implementation.
- Have accountability for, and continually improve a number of servicing processes leveraging analytics and process improvement methodologies. Ensuring sound operational processes and procedures are developed and documented.
- Engage with internal (Product, Field, Web Infrastructure, Legal, Business Risk, and Business Technology, etc.) and external business partners (including vendors), at all levels, to formulate actionable solutions to business problems providing fact-based, compelling recommendations to drive consensus and strategic alignment.
- Collaborate with Project Management Office, within Deposits Operations Strategy, Complaints, and Incident Management teams to incorporate lessons learned into ongoing processes
- Lead accurate documentation of policies, procedures, process maps, control descriptions, training, and other materials related to assigned processes
- Ensure compliance with policies and regulations through development and oversight of key controls and operational reporting
- Promote a risk-aware culture, ensure efficient and effective risk and compliance management practices by adhering to required standards and processes
Minimum Qualifications
At a minimum, here’s what we need from you:
- Bachelor's Degree in Business, Arts and Sciences, or related field
- 6+ years of experience in Customer Service or Financial Services Operations
- In lieu of a degree, 8+ years of experience in applicable line of business (Deposits, Personal Loans, Student Loans), or related field
Preferred Qualifications
If we had our say, we’d also look for:
- Master's Degree in Business, Arts and Sciences, or related field
- Management consulting and/ or Engineering experience
- Prior experience with credit or debit processing
- Strong communication (oral and written), interpersonal and presentation skills with internal and external business partners.
- Ability to rapidly develop context across multiple complex projects, analyze trends, and identify system and process gaps
- Ability to develop feature level requirements for technology teams and guide in development of technical requirements
What are you waiting for? Apply today!
And by the way, while you’re waiting to hear from us, don’t forget to check out the great benefits Discover offers.
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, veteran status or any other characteristic protected by federal, state, or local law in consideration for a career at Discover.
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.