Strategy Manager

1 day ago

Fort Mill, South Carolina, United States OneMain Financial Full time
Drive Telephony Strategies Across the Enterprise

The Operations Telephony Strategy Manager will play a critical role in driving Telephony strategies across the enterprise. With 25M calls handled each month through central and branch locations, voice engagement is a vital contact channel within OneMain customer contact strategies. This individual 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 important 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.
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.
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. 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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