Principle Problem Manager
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 managing the life-cycle of assigned Consumer Banking Problems, 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 Problem Management process. The primary objectives of Problem 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
Responsibilities
· Responsible for weekly management of all open issues/incidents impacting Deposits customers and agents, timely escalation of all issues that are deteriorating experience, and drives resolution of issues.
· Oversees team of Incident Managers and manages work streams and work load to ensure ‘stewardship’ of incidents across Deposits incidents.
· Liaises with key partners (including but not limited to)—BT, Web, Field Operations, Marketing, and Product Strategy to ensure timely reporting of tickets and validation of ticket closure.
· Assists with re-engineering Incident Management process to drive faster resolution of open Incidents end to end (including intake process, criteria for ticket disposition, SLAs for resolution, cross-functional staffing for resolution, testing, and validation).
· Helps define and reinforce SLAs for ticket resolution—ensures appropriate staffing and cadence of activity for issues by level of severity.
· Leads Production Support function, including the intake and de-duplication process for support of production-related issues and items.
· Launches and coordinates large project teams for cross-functional tickets or issues or clusters of issues that are related to a particular theme.
· Ensures compliance with policies and regulations through the development and oversight of key controls and operational reporting.
Minimum Qualifications
At a minimum, here is what we need from you:
· Bachelor's Degree in Business Technology, Operations, Engineering, or related field
· 6+ years of experience in leading projects, Business Technology , Consumer Banking, complex projects, or related field
· 2+ years of experience in people management, or related field
· In lieu of a degree, 8+ years of experience in leading projects, Business Technology , Consumer Banking, complex projects, or related field
Preferred Qualifications
If we had our say, we would also look for:
· Master's Degree in Business Technology, Operations, Engineering, or related field
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.