Operations Telephony Strategy Manager

2 days ago

Fort Mill, South Carolina, United States OneMain Financial Full time
Job Title: Operations Telephony Strategy Manager

OneMain Financial is seeking an experienced Operations Telephony Strategy Manager to drive Telephony strategies across the enterprise. This role will work closely with business partners, technology teams, and support teams to identify ways to integrate Telephony into multi-channel customer contact strategies, driving increased self-service solutions across the enterprise.

Key Responsibilities:
  • Collaborate with cross-functional teams to create insights into the effectiveness of current strategies, identify key opportunities for improvement, and develop business cases and testing plans to execute against those opportunities.
  • Effectively summarize and present results and insights to management.
  • Organize and lead meetings with various departments.
  • Act 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.
  • Collaborate with internal and external customers and vendors to determine voice communications system requirements.
  • Ensure required IT services are identified, developed, and supported to the satisfaction of the business unit/division.
  • Lead or coordinate cross-functional project/program teams from design to delivery of fully developed products that are ready for customer use.
  • Provide 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 of product or portfolio management experience.
  • Familiarity with Telephony solutions such as auto dialer, Virtual Assistants, and Telephony solutions supporting remote work.
  • Proficiency 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

About OneMain Financial:

OneMain Financial 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.

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.

We offer a comprehensive benefits package for full- and some part-timers, including health and wellbeing options, up to 4% matching 401(k), employee stock purchase plan, tuition reimbursement, continuing education, bonus eligibility, paid time off, paid volunteer time, and more.

OneMain Holdings, Inc. is an Equal Employment Opportunity (EEO) employer. Qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship status, color, creed, culture, disability, ethnicity, gender, gender identity or expression, genetic information or history, marital status, military status, national origin, nationality, pregnancy, race, religion, sex, sexual orientation, socioeconomic status, transgender or on any other basis protected by law.

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