Manager, Operations Strategy and Analytics
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
Responsible for providing strategic and analytical direction for operational activities to service the business. Ensures efficient and compliant servicing operations while ensuring world-class customer experience.
Responsibilities
- Collaborate with cross-functional partners to understand their business needs, formulated and completed end-to-end analysis that includes data gathering, analysis, ongoing scaled deliverables and presentations. Deliver effective presentations of findings and recommendations to multiple levels of leadership, creating visual displays of quantitative information.
- Establish and maintain effective performance tracking; identify improvement opportunity, form hypothesis, propose, design and implement tests to drive strategy enhancement and optimization.
- Leverage analytics and process improvement methodologies to provide data-driven approach to improvements.
- Provide fact-based recommendations to drive consensus and strategic alignment.
- Identify new ways to leverage data and information to drive insights to create and maintain a roadmap of operational efficiency initiatives
- Lead the demand management and service level optimization for Deposits Operations
- Generate insights from data from various sources by working with analytics to create and maintain a roadmap of operational efficiency initiatives
- Collaborates with business partners on process enhancements, communicates operational implications, and suggests alternatives that may achieve the same objectives but with more favorable impact to operations (e.g., lower cost, less complexity), commits to approaches selected by leadership and leads the implementation.
- Plans, coordinates, and executes activities that support business partner initiatives across the organization and ensures operations expectations for timeliness, quality, and efficiency are delivered in conjunction with internal and external parties.
- Actively monitors servicing quality levels, communicates opportunities for improvement, and collaborates with operations to improve service levels.
- Develops any necessary remediation plans and ensures their timely completion.
- Manages relationships with business partners and management of system-related projects from idea to implementation.
- Serves as the primary liaison between business partners and operations teams for servicing processes.
- Ensures that sound operational processes and procedures are developed and documented.
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, Analytics, Sciences, or related field
- Experience working with cross-functional partners like finance, workforce management, operations etc.
- Proficient in analytical skills using Excel or other tools like SQL
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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.