Jobs and Careers

Director Regional Operations

United Statesfull_timeVerifiedPosted 13 Dec 2023

💰 $228,900/yr($150,500/yr – $228,900/yr)

About the role

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:

Position Overview:

The Director Regional Operations is responsible for managing the customer service operations function. They ensure we provide superior customer experiences in all customer facing interactions. He or she manages a team of Department Managers, Area Managers, Team Leaders and customer facing Account Managers. The incumbent creates a culture of effective risk management, accountability, and demonstration of risk awareness across the organization.

Responsibilities:

· Supervises daily collections operations activities to ensure best possible customer experiences. Requires daily analysis and assessment and changing strategic direction as a result.

· Ensures we have a mature risk management structure in place with appropriate oversight with effective controls in place. Ensures compliance to company policies and procedures and government regulations. Maintains all appropriate records and reports.

· Ensures the customer services operations organization has sufficient daily capacity to appropriately handle all customer inquiries via phone and online within defined service levels. Coordinates with HR, Training, and Work Force Management to execute.

· Selects and develops a high potential team that effectively drives results while also building bench strength for future leadership opportunities. Ensures high satisfaction levels of all employees.

· Drives strategic improvements levering industry best practices to ensure that we remain at the forefront of the servicing industry.

· Builds partnerships and work collaboratively across centers and functions to address issues, share knowledge and best practices.

· Interacts effectively with staff, peers and senior management including CEO, President, EVP and SVP.

Minimum Qualifications

At a minimum, here’s what we need from you:

· Bachelor’s degree in Business, Social Sciences, Mathematics, Engineering, Statistics, Analytics or related.

· 8+ years Operations, Portfolio Management, People Management, Leadership or related.

· In Lieu of education, 10+years Operations, Process Design, Portfolio Management, People Management, Leadership or related.

Preferred Qualifications

If we had our say, we’d also look for:

· Master’s degree in Business, Social Sciences, Mathematics, Engineering Statistics, Analytics or related.

· 10+years Operations, Process Design, Portfolio Management, People Management, Leadership or related. 5+ years Lean Six Sigma preferred.

· 3-5 years’ experience processing fraud claims as well as working with vendors across various locations.

Application Deadline:

The application window for this position is anticipated to close on Dec-18-2023. We encourage you to apply as soon as possible. The posting may be available past this date, but it is not guaranteed.

Compensation:

The base pay for this position generally ranges between $150,500.00 to $228,900.00. Additional incentives may be provided as part of a market competitive total compensation package. Factors, such as but not limited to, geographical location, relevant experience, education, and skill level may impact the pay for this position.

Benefits:

We also offer a range of benefits and programs based on eligibility. These benefits include: