Operations Telephony Strategy Manager

3 weeks ago

London, United States OneMain Financial Full time
The Operations Telephony Strategy Manager will drive Telephony strategies across the enterprise. OneMain handles 25M calls a month through our central and branch locations. Voice engagement is a critical contact channel within OneMain customer contact strategies. Working with business partners, technology teams, and support teams, this individual will work to identify ways to integrate Telephony into multi-channel customer contact strategies; helping to drive increased self service solutions across the enterprise. They will work to enable consistent enterprise Telephony data capture and partner with cross functional teams to drive strategic decisions using data analytics and hypothesis-driven testing. This individual will expand their competencies and grow their business and Telephony industry acumen through Platform evaluations of leading Telephony products, evaluating product capabilities against strategic needs of the enterprise. Through these evaluations, this individual will provide suggestions, and drive discussions of enhancements, new products, and/or changes within the enterprise Telephony architecture.

In the Role
  • Collaborating with cross functional teams, create important insights into the effectiveness of our current strategies, identify key opportunities for improvement and develop business cases and testing plan to execute against those opportunities.
  • Effectively summarize and present results and insights to management.
  • Organizes and lead meetings with various departments.
  • Acts as a liaison between the IT development group and business units for the development and implementation of new systems and enhancement of existing systems
  • Evaluate Telephony industry products against key strategic initiatives.
  • Collaborates with internal and external customers and vendors to determine voice communications system requirements.
  • Ensures required IT services are identified, developed and supported to the satisfaction of the business unit/division.
  • Leads or coordinates cross-functional project/program teams from design to delivery of fully developed products that are ready for customer use.
  • Provides timely and accurate information and status updates to functional leaders.

Requirements
  • Bachelor's degree in business administration, computer science, engineering, or related field
  • 3 - 5 years of call center management experience
  • 3 - 5 years Product or Portfolio management experience
  • Familiar with Telephony solutions such as auto dialer, Virtual Assistants, and Telephony solutions supporting remote work.
  • Proficient in Microsoft products, specifically Excel, Outlook, and Teams
  • Exceptional verbal and written skills
  • Multi-location Telephony systems experience preferred.
  • Sound judgment in problem solving and solutions to minimize risk
  • Skills to influence cross functional teams towards timely completion of activities.

Location: Hybrid - Evansville, IN; London, KY; or Fort Mill, SC

Who we Are

OneMain Financial (NYSE: OMF) is the leader in offering nonprime customers responsible access to credit and is dedicated to improving the financial well-being of hardworking Americans. Since 1912, we've looked beyond credit scores to help people get the money they need today and reach their goals for tomorrow. Our growing suite of personal loans, credit cards and other products help people borrow better and work toward a brighter future.

Driven collaborators and innovators, our team thrives on transformative digital thinking, customer-first energy and flexible work arrangements that grow lives, careers and our company. At every level, we're committed to an inclusive culture, career development and impacting the communities where we live and work. Getting people to a better place has made us a better company for over a century. There's never been a better time to shine with OneMain.

Because team members at their best means OneMain at our best, we provide opportunities and benefits that make their health and careers a priority. That's why we've packed our comprehensive benefits package for full- and some part-timers with:

Health and wellbeing options for team members and their dependents
Up to 4% matching 401(k)
Employee Stock Purchase Plan (10% share discount)
Tuition reimbursement
Continuing education
Bonus eligible
Paid time off
Paid volunteer time
And more

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