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Project Manager, Operations Strategy
Discover Financial Services
Phoenix, AZ, United States
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Job Description
The Project Manager, DHE Operations Sales Strategy for Discover Home Equity Loans is an individual contributor responsible for driving efficiency, coordinating change and collaborating with Sales to drive continuous improvements and clarity around roles and responsibilities. Based in either the Riverwoods, IL or Phoenix, AZ this role requires the ability to travel approximately 25%- 50% between our headquarters (IL) and Operations Center (PHX). In this role, the individual will innovate, and drive operational strategies and process re-engineering of existing service delivery channels to meet key business and operational goals. This individual will be responsible for ensuring a streamlined and differentiated customer experience. This individual should have experience in managing large, cross functional projects, must be detail oriented, and able to pivot quickly based on changing business needs. This individual needs to have a strong focus on delivering results to meet business goals and deadlines.
Responsibilities Include:
• Deep subject matter expertise within and ability to drive operational strategies and processes re-engineering of the existing service delivery channels to meet key business and operational goals.
• Champions process and system improvements to improve productivity, reduce errors, and minimize rework. Synthesizes disparate pieces of information to identity improvement opportunities, present justifications for change, and determine appropriate solutions.
• Manages implementation of small and large projects, ensuring there is proper communication, coordination, training and execution to achieve desired objectives.
• Owns, writes, reviews, and improves procedures, job aids and reference guide documents for the operations teams. Obtains necessary approvals prior to making changes and confirms changes are implemented effectively.
• Develops and maintains collaborative working relationships within area of responsibility and across departments, gathers feedback on needs and challenges and creates buy-in on proposed changes.
• Designs effective controls and actively participates in control design reviews.
• Identifies potential areas of credit risk, operational risk or poor customer experience by assessing process and procedure design and implementation.
• Promotes a risk-aware culture and ensures efficient and effective risk and compliance management practices by adhering to require standards and processes.
• Other duties as assigned by management.
Skills
Skills Required:
• 3+ years mortgage or financial services sales home equity loan sales, processing, and/or underwriting experience, with demonstrated knowledge of post-TRID regulatory requirements.
• Demonstrated leadership ability in a direct and indirect reporting matrix. Exceptional collaboration and influencing skills.
• Excellent communication, interpersonal, negotiation, and problem-solving skills.
• Ability to interact well with all levels of senior management, articulating department needs in a solution-oriented way.
• Ability to analyze information, identify key issues and draw logical conclusions, identify root causes of problems and develop solutions.
• Lean, Six Sigma, and/or demonstrated ability to drive process improvement, preferred.
• Must be able to work independently in a fast paced, goal-oriented environment.
• Must be flexible and adaptable to changing business needs.
• Proficient using Word, Excel, and PowerPoint.
Mortgage experience preferred
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.