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Lead Operations Strategy Analyst
Discover Financial Services
Riverwoods, IL, United States
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Discover. A more rewarding way to work.
At Discover Financial Services, you’ll find yourself in the company of some of the industry’s smartest and most reliable professionals. And at a company that rewards dedication, values innovation and supports growth.
Thrive in an environment that promotes teamwork and shared success. Build on a foundation of mutual respect. Join the company that understands rewarding careers like no other, with this exceptional opportunity:
Job Description:
At Discover, be part of a culture where diversity, teamwork and collaboration reign. Join a company that is just as employee-focused as it is on its customers and is consistently awarded for both. We’re all about people, and our employees are why Discover is a great place to work.Be the reason we help millions of consumers build a brighter financial future and achieve yours along the way with a rewarding career.
Responsible for implementing strategies and systems improvements to support business operations. Utilizes data to identify opportunities to enhance efficiencies, foster collaboration, and problem-solve issues.
Responsibilities
• Assess root causes and solutions for issues that arise.
• Leads performance improvement implementations.
• Partners with internal teams and external partners to define implementation requirements and timelines. Ensures operational readiness for all implementations, technology, and process changes.
• Identifies opportunities to improve operations by analyzing data, listening to customer calls, interviewing staff, and observing workflows.
• Documents processes and process flows. Drives the development and enhancement of reporting metrics
• Represents the company in handling all consumer feedback and complaints with high regulatory risk for Deposits while collaborating with key business partners to investigate and develop appropriate solutions.
• Responsible for evaluating feedback and complaints to ensure regulatory guidelines are met.
• Strategically identify and develop appropriate solutions to maximize the consumer’s engagement opportunity.
• Responsible for identifying opportunities and collaborating on process improvements in a structured and established methodology, utilizing sound project management practices. Function includes planning, status reporting, issue management, risk mitigation, and scope control documentation.
• Utilize various software applications such as spreadsheets and relationship databases to assemble, manipulate and/or format data and reports.
• Ability to link data from multiple data sources and perform structured analysis.
• Prepare formal and informal communications to internal business partners and direct management regarding initiatives, issues and achievements.
• Create and maintain reporting and develop presentations for management as required.
• Achieve annual Compliance related certification and ongoing educational requirements as deemed appropriate.
• This position operates in a fast paced environment, requiring a high level of organization, attention to detail and the ability to comb through data to derive trends for management reporting.
• Responsible for creating monthly reporting to the DCC and applicable committees.
Skills:
Minimum Qualifications
At a minimum, here’s what we need from you:
• Bachelor’s Degree in Business, Arts and Sciences, or related field
• 4+ years of experience in Customer Service or Financial Services Operations
• In lieu of a degree, 6+ years of experience in Customer Service or Financial Services Operations
Preferred Qualifications
If we had our say, we’d also look for:
• Master’s Degree in Business, Arts and Sciences, or related field
• 4+ years of experience in applicable line of business (Deposits, Personal Loans, Student Loans), or related field
• Lean background / certification
• Deposit Product experience including knowledge of general regulatory guidelines for Deposits institutions
• Achievement of certification requirements
• Demonstrated track record of working effectively with customers/business, as well as an ability to build strong working relationships within Business Technology and other areas.
• Strong listening skills to understand and translate requirements into appropriate formats, such as reports, graphs or presentation slides.
• Strong interpersonal, oral and written communication skills as positions presents to and/or interfaces with business partners and corporate support functions across all levels.
• Strong ability to ensure accurate results and the execution of requested initiatives with minimal direction.
• Ability to work in a team environment as well as independently.
• Ability to work on and manage multiple tasks simultaneously.
• Must have a strong regulatory mindset
Discover Financial Services is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status, among other things, or as a qualified individual with a disability.