Senior Operations Strategy Leader

2 weeks ago

Deerfield Beach, Florida, United States Discover Full time

Discover. A brighter future.

At Discover, you will engage in impactful work from the outset. Our team-oriented culture is founded on three essential principles: We Play to Win, We Get Better Every Day, and We Succeed Together. We genuinely want you to develop and contribute to one of the world's foremost digital banking and payments organizations. We appreciate your individuality, providing you with the opportunity to excel.

Join us in shaping a future where millions achieve a brighter financial outlook with Discover.

Position Overview:

Become part of an exceptional product team dedicated to facilitating seamless customer experiences through impeccable credit card functionalities.

The Senior Operations Strategy Leader will oversee statement production operations and strategic initiatives while enhancing the customer experience in partnership with the Card Statements Product Owner. With a commitment to prudent risk management, you will refine and support processes, control measures, and protocols while collaborating across various departments, including Business Risk and Compliance.

Key Responsibilities:

  • Provide strategic and tactical guidance for operational functions to support the business, ensuring efficient and compliant service operations while delivering an exceptional customer experience.
  • Proactively manage and escalate risks and issues affecting customers in daily operations to management.

How You Will Achieve This:

  • Act as the main point of contact between business partners and operations teams for service processes.
  • Work closely with business partners on process improvements; communicate operational impacts; propose alternatives that may meet the same goals with a more favorable operational effect (e.g., reduced costs, less complexity); commit to leadership-selected strategies and lead their execution.
  • Manage relationships with business partners and oversee system-related projects from conception to execution.
  • Ensure robust operational processes and procedures are established and documented.
  • Develop necessary remediation strategies and ensure their prompt execution.
  • Continuously monitor service quality metrics, identify improvement opportunities, and collaborate with operations to enhance service levels.
  • Plan, coordinate, and implement activities that support business partner initiatives across the organization, ensuring operational expectations for timeliness, quality, and efficiency are met in collaboration with internal and external stakeholders.

Qualifications:

Essential Requirements:

  • Bachelor's Degree
  • 6+ years of experience in Customer Service, Financial Services Operations, or a related field
  • In lieu of a degree, 8+ years of experience in Customer Service, Financial Services Operations, or a related field

Preferred Qualifications:

  • Master's Degree
  • Certification in Lean or Six Sigma
  • Experience with process management tools such as IBM Blueworks Live
  • Experience collaborating with partners including Internal Audit, Business Risk, and Compliance
  • Familiarity with OpenText Exstream or similar communications management platforms
  • Exposure to agile and scrum methodologies

At Discover, we foster a culture where diversity, teamwork, and collaboration thrive. Join a company that prioritizes its employees as much as its customers, consistently recognized for both. We are dedicated to people, and our workforce is the reason Discover is an outstanding workplace. Be the catalyst that helps millions of consumers achieve a brighter financial future while advancing your career in a fulfilling environment.

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