Lead Issue Management Specialist

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:

Job Summary

Responsible for managing the life-cycle of assigned problems, incidents, and/or issues. The primary objectives are to identify the root cause and Impact from issues, minimize the future impact from issues, and document the actions taken to resolve the problem. They perform this work in partnership with the BT, Business, Business Risk, Legal and Compliance teams by assigning Tasks/Action Items and follow them to completion.

Monitor status of all problems/incidents/issues and their current progress and status in ServiceNow and reporting in Tableau. Works with enterprise program team(s) to ensure accuracy of data reported to executive management.

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

Responsibilities

• Responsible for managing the life-cycle and coordination of actions to resolve issues for all assigned Problems. Performs/effectively challenges root cause analysis, identify and coordinate actions to fix the issues and appropriate controls/preventative measures are implemented.

• Manages the service level agreements for each Problem assigned, and works with business partners to resolve or escalates issues appropriately for timely resolution.

• Maintains inventory of problems and their current progress and status in ServiceNow. Works with business partners to ensures quality of documentation to meet established standards.

• Identify and propose process improvements, including any workflow interface changes, when managing lifecycle of Problem.

• Mentor Service Support Specialists assigned to LOB if assigned.

Qualifications You’ll Need

Minimum Qualifications

• Associates degree in Business Administration and Management, Information Technology, Mathematics, Statistics, Analytics or related

• 4+ years of experience Consumer Banking Call Center Operations, Project management or Operations, or related experience

• In lieu of education requirement, 6+ years of experience in Consumer Banking Call Center Operations, Project management or Operations, or related experience

Preferred Qualifications

• Bachelors degree in Business Administration and Management, Information Technology, Mathematics, Statistics, Analytics or related

• 1+ year of experience in People Management

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Application Deadline:

The application window for this position is anticipated to close on Jul-18-2024. 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 $75,500.00 to $127,900.00. 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 b