Senior Manager Operations Strategy - Student & Secured Card

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
 

The Student & Secured Product team in Card Portfolio is responsible for managing unique customer experiences Student & Secured cardmembers have with Discover (e.g., customer experience for Good Grades feature, security deposit refund etc.), and we are looking for a Senior Manager to support the technology and operations of these products.

Senior Manager Operations Strategy will be responsible for supervising a team focused on customer experience delivery, providing strategic and tactical direction for operational activities with focus on increasing and identifying process efficiencies and ensuring compliance with relevant policies and regulations for the Student and Secured Card products within Card Portfolio. Interfaces with internal departments such as Customer Service, Technology, Product Strategy, Analytics and Compliance to ensure seamless delivery of assigned programs. Senior Manager Operations Strategy develops and coaches team members to be able to identify, manage, and escalate risk, and effectively manages risk within the products

How You'll Do It

• Manage key operational metrics and identify opportunities by leveraging analytical insights to improve customer satisfaction, and control operational expenses. Continually improves processes to deliver a differentiated customer experience.

• Engage with internal business partners, at all levels, to formulate actionable solutions to business problems. Liaise with other teams such as Product Strategy, Analytics, Compliance, Customer Service, Technology and complaints to incorporate lessons learned into ongoing processes.

• Implement process changes within assigned area resulting as an output of projects.

• Staff and motivate a highly talented team of product owners and process owners and ensure alignment with the highest priority work.

• Ensure compliance with policies and regulations through development and oversight of key controls and operational reporting.

• Lead accurate documentation of policies, procedures, process maps, control descriptions, training and other materials related to assigned processes.

• Proactively research complaints, root cause analysis and design processes to eliminate potential or existing problems or issues ensuring proper reporting and responses to applicable parties.

Qualifications You'll Need
Minimum Requirements

• Bachelors Business Administration and Management, Social Sciences, or related.

• 8+ years Customer service or Financial Services Operations

• 2+ years People management

In Lieu of Education Experience

• 8+ years Applicable line of business [Deposits, Personal Loans, Student Loans], including people management, or related experience

Preferred Requirements

• Masters Business Administration and Management, Arts, Social Sciences, or related.

• Ability to navigate team dynamics, empathize with stakeholders and manage conflict while building trust and fostering positive team culture

• Comfortable shifting priorities, navigating ambiguity and adjusting to change

• Balances competing demands effectively, prioritizes tasks, meets deadlines, escalates appropriately

• Communicates project vision, status and outcomes in a compelling, clear way

• Leads meetings and workshops effectively, creating space for collaboration and decision-making

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 responsibiliti