Production Support Specialist (Payments)- Compliance/Regulatory

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:

What You'll Do

Responsible for driving and managing the strategic relationship between Client Services and Infrastructure Services. Works with client servicing teams, leadership and executive leadership teams in Global Operations to assess any operational gaps and provide strategic solutions while keeping up with industry best practices and giving client focus the top priority. Leads infrastructure platform design by delivering business requirements to development teams and ensuring platforms perform to their expectations. Specifically, this position will be the primary lead for audit/compliance/regulatory responsibilities for Production Support teams. 

Actively manages and escalates risk and customer-impacting issues within the day-to-day role to management.
 

How You'll Do It

• Lead self-testing on team procedures/controls to satisfy compliance requirements
• Ensure compliance/regulatory process(es) are initiated as needed
• Work with Risk/Compliance to align on existing and new procedures/policies that impact the team
• Identifies & coordinates operational gaps/possibilities within the Infrastructure platforms, Operations processes, and Customer interactions, and creates new procedures and controls when needed.
• Supports deep-level Infrastructure platform (design, system level requirements/interfaces … etc.) Acts as a Subject Matter Expert (SME) for client-facing teams (Operations Client Support, Global Business Development, Solutions, Products … etc.)
• Prepares clear and concise communications to internal and external business partners and senior management regarding initiatives, breakdowns, and achievements.
• Conducts analytics to find the business impact & solution for strategic customer impacting incidents/requests.
• Establishes framework and facilitates Infrastructure Services and Client Support collaboration opportunities at varying levels of organization.
• Liaises and champions between Client-Facing and Infrastructure teams to ensure that impacts of new and/or enhancements to infrastructure platforms are clearly understood incorporating items such as Voice of the Customer (VOC), Payments industry alignment/awareness, and/or go-to market implications.
• Ensures Infrastructure needs are identified and prioritized with the Operations Process Review.
• Assesses and implements a rotational model within the Infrastructure Services Digital, Authorization, Partners, and Support teams.

Qualifications You'll Need

Minimum Requirements

• Bachelor's Degree in Business Administration and Management, Finance, International Business, Information Technology, Communications, Marketing or related field
• 6+ years of experience in Payments, Technology, Operations, Customer Service, Marketing, Finance, Communications or related

In Lieu of Education Experience

• 8+ years of experience in Payments, Technology, Operations, Customer Service, Marketing, Finance, Communications or related

Preferred Requirements

• 8+ years of experience in Payments, Technology, Operations, Customer Service, Marketing, Finance, Communications or related
• Experience working with Auditors and Regulators
• Ability to create new policies, procedures and controls
• Ability to execute self-testing of existing controls
• Experience with Microsoft Sharepoint, ServiceNow, and Google Workspace products

Physical and Cognitive Requirements
The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable a qualified individual with disabilities to perform the essential functions of the position as required by federal, state, and local laws:

• Primarily remain in a stationary position.
• No required movement about the work environment to complete the major responsibilities of the job.
• Primarily performed indoors in an office setting.
• Ability to operate office equipme