Manager Operations Strategy

Discover

Location: Springfield, Illinois

Job Type: Not Specified

Posted

The most difficult thing is the decision to act, the rest is merely tenacity.
- Amelia Earhart

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

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 while focusing on measurably improving customer experience in response to complex business problems. Ensures efficient and compliant servicing operations while ensuring world-class customer experience. Manages a team responsible for conducting analysis and evaluation of business data to identify solutions for moderate to complex business problems for student loans. Works with business partners to develop, implement, and monitor problem management strategies.

Responsibilities

  • Actively monitors servicing quality levels, communicates opportunities for improvement, and collaborates with operations to improve service levels.
  • Manages relationship with business partners and manages system-related projects from idea to implementation.
  • Collaborates with business partners on process enhancements, communicates operational implications, suggests alternatives that may achieve the same objectives but with more favorable impact to operations (e.g., lower cost, less complexity), and commits to approaches selected by leadership and leads their implementation.
  • Ensures sound operational processes and procedures are developed and documented.
  • Develops any necessary remediation plans and ensures their timely completion.
  • 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 internal and external parties.
  • Manages a team of individuals to accomplish the above.
  • Serves as the primary liaison between business partners and operations teams for servicing processes.
  • Develops corrective action strategies and system updates required to improve customer experience through problem resolution while maintaining system integrity and preventing future errors. Develops standard work documentation and enhances processes and flows.
  • Evaluates and challenges proposed performance improvement strategies.
  • Drives the development and enhancement of reporting metrics.
  • Identifies opportunities to improve operations by analyzing data, interviewing staff, and observing workflows through the problem management process.
  • Prepares communications to the business and management regarding initiatives, issues, and achievements. Provides progress reports to management.
  • Assesses performance results and supports decision-making.

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 (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
  • 2+ years of experience in people management

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.

You’ve got this!