Principal Operations Strategy Central Issue Management

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:Responsible for providing strategic and tactical direction for operational activities to service the Issue Management Process. Ensures efficient and compliant Issue Management process through standardized guidance through Procedures, job aids, standard work, and training. Actively manages and escalates risk and customer-impacting issues within the day-to-day role to management.Responsibilities

Serves as the primary liaison between business partners and operations Central Issue Management (CIM) teams for servicing Issue Management processes.

Collaborates with business partners on Issue Management process, procedure, system, and training enhancements; communicate operational implications; suggest alternatives that may achieve the same objectives but with more favorable impacts to operations (e.g., lower cost, less complexity); commit to approaches selected by leadership and lead their implementation.

Relationship management with business partners and management of Issue Management system, process, and training related projects from idea to implementation.

Ensures sound operational processes, training, and procedures are developed and documented.

Create an appropriate plan to communicate and train CIM teams on any process and procedure changes (e.g., office hours, emails, ad-hoc training sessions, etc.)

Develops any necessary remediation plans and ensures their timely completion.

Actively monitors servicing issue management quality levels, communicate opportunities for improvement and collaborates with operations, CIM and QC teams to improve service levels.

Plan, coordinate, and execute activities that support business partner initiatives across the organization and ensure operations expectations for timeliness, quality and efficiency are delivered in conjunction with internal and external parties.

Minimum Qualifications:

Bachelor’s in business or Social Sciences.

6+ years of work experience within Customer service, Financial Services Operations, or Related

In Lieu of Education Experience, 8+ years Applicable line of business [Deposits, Personal Loans, Student Loans], or related experience.

Preferred Qualifications:

Masters in Business, Arts, OR Social Sciences

Issue Management (specifically, root cause analysis, action plans, etc.)

Experience in developing job aids, procedures, and training

#RR-LIApplication Deadline:The application window for this position is anticipated to close on Apr-09-2024. 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 $88,500.00 to $149,300.00. 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:

Paid Parental Leave

Paid Time Off

401(k) Plan

Medical, Dental, Vision, & Health Savings Account

STD, Life, LTD and AD&D

Recognition Program

Education Assistance

Commuter Benefits

Family Support Programs

Employee Stock Purchase Plan

Learn more at mydiscoverbenefits.com .What are you waiting for? Apply today!All Discover employees place our customers at the very center of our work. To deliver on our promises to our customers, each of us contribute every day to a culture that values compliance and risk management.Discover is committed to a diverse and inclusive workplace. Discover is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or other legally protected status. (Know Your Rights & Pay Transparency Nondiscrimination Provision) (https://www.dol.gov/agencies/ofccp/posters)Discover complies with federal, state, and local laws applicable to qualified individuals with disabilities and is committed to providing reasonable accommodations. If you require a reasonable accommodation to search for a position, to complete an application, and/or to participate in an interview, please email HireAccommodation@discover.com . Any information you provide regarding your accommodation needs will be kept confidential and will only be used to determine and provide necessary accommodation.